FEED Support Lead Lead - Project Delivery Specialist
FEED Support Lead Lead - Project Delivery Specialist - Customer
Are you an experienced, passionate pioneer in technology who wants to work in a collaborative environment? As an experienced FEED Support Lead you will have the ability to share new ideas and collaborate on projects as a consultant without the extensive demands of travel. If so, consider an opportunity with Deloitte under our Project Delivery Talent Model. Project Delivery Model (PDM) is a talent model that is tailored specifically for long-term, onsite client service delivery.
Work you'll do/Responsibilities
- Provide Tier 2/3 production support for the platform (web/mobile user access, content publishing workflows, targeting/audiences, notifications, and analytics).
- Own incident management: triage, severity assignment, user/business communications, restoration, and post-incident reviews; meet service level agreements (SLAs).
- Drive problem management: root cause analysis, recurring issue elimination, known error documentation, and backlog prioritization.
- Monitor platform health using observability tools (logs, metrics, alerts); maintain dashboards and alert tuning. Support identity and access flows (single sign-on (SSO), multi-factor authentication (MFA), role-based access), and coordinate with IAM teams.
- Troubleshoot integrations (HR systems, email/SMS gateways, push notifications, collaboration tools) including data feeds, webhooks/APIs, and message delivery failures.
- Coordinate release/change management: regression checks, rollout plans, validation, and rollback readiness. Support content operations (as applicable): publishing issues, template/rendering defects, broken links/assets, audience targeting errors, and communications scheduling.
- Ensure security and compliance basics: access reviews, audit logging, handling of personally identifiable information (PII), and vulnerability/patch coordination.
- Manage vendor support cases and escalation; track to resolution with clear timelines and documentation.
- Maintain runbooks, standard operating procedures (SOPs), knowledge articles, and support playbooks; enable Tier 1 teams.
- Communicate regularly with Engagement Managers (Directors), project team members, and representatives from various functional and / or technical teams, including escalating any matters that require additional attention and consideration from engagement management
- Independently and collaboratively lead client engagement workstreams focused on improvement, optimization, and transformation of processes including implementing leading practice workflows, addressing deficits in quality, and driving operational outcomes
The Team
Our Deloitte Customer team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce.
Our Digital Foundry & Operations works with the Customer group to bring a flexible capability and fluid capacity model to the delivery of small technology projects and enhancements.
Qualifications
Required
- 5+yrs React experience
- 5+yrs experience with HCL Portal (WebSphere Portal) architecture, development and customization
- 5+yrs experience with HCL Web Content Manager (WCM)
- Advance knowledge and hands on with Syndication for HCL, Portlets & Portal Technologies including REST/JSON and CI/CD, and HCL Connections
- Experience with DB2 Database (SQL)
- Experience with IBM Extreme Scale
- Experience with Google Cloud Search
- Experience with Native Android Development including Kotlin/Java, Android SDK, Jetpack (Views/Compose)
- Experience with Firebase for Android
- Bachelor's degree, preferably in Computer Science, Information Technology, Computer Engineering, or related IT discipline; or equivalent experience
- Limited immigration sponsorship may be available
- Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve
- Hybrid Role - 2 days on-site
Information for applicants with a need for accommodation: https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html
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