Job Title:  Enabling Areas - EU Backup Admin - Information Technology

Job requisition ID ::  17360
Date:  Jan 5, 2022
Location:  Mumbai - IThink
Designation:  Assistant Manager
Entity:  Deloitte Shared Services India LLP

Job Description – Assistant Manager – EU Backup & ITSM Tool Admin


3-5yrs of relevant experience



Bachelor Degree from Govt. approved university.

Certifications: ITIL, IT/Computer Science in case of Graduation in non-IT stream,

EU Backup Administration (Commvault/Druva), ITSM Tool Administration (Service Now)


Core Technical Skills:

EU backup solutions administration (Commvault/Druva), ITSM Tool Administration (Service Now), MIS Reporting

Additional/Optional Skills - Incident & Request management, IT asset management, Reporting, Service improvements, Windows OS and Desktop troubleshooting.


Attitude/Behavioural/Soft Skills:

Communication Skills (verbal, email)


Technical Skills (Platform SME)


Analytical & Logical Skills


Problem Solving Skills


Interpersonal Skills



Technical Skills:

EU Backup Solution Administration


Application Infrastructure Maintenance (Application servers related activities like OS upgrade, version upgrades)


ITSM Ticketing Tool Administration


Application Version Upgrade Testing and Roll-out (Service Now)


New application roll-out including testing and go-live for Commvault/Druva/Service Now. (EU backup roll-out for new location, setting up media-agents and E2E implementation)


Knowledge on Review Mechanism


IT Troubleshooting Skills


MIS Reporting


ITIL Awareness




Roles & Responsibilities:

EU Backup Solution Administration:

  • End to end management of EU backup solution like Commvault/Druva at firm level.
  • Managing application infrastructure including server setup, application setup.
  • Work closely with server/network operations/infrastructure teams to carry out maintenance activities on application servers of EU backup infrastructure.
  • End to end ownership of EU backup application version upgrades, new rollouts, adding new locations and user-base, storage space management.
  • Daily, weekly hygiene and maintenance activities at EU backup level and to cater to backup restoration requests.
  • Documentation Creation & Maintenance at domain level: SOPs, Knowledge Articles, Operations related processes.
  • Preparing MIS at domain level for various activities, projects and vendor performance.
  • Site level coordination with IT operations teams.
  • Vendor management including periodic vendor review, escalations and support for various activities & issue resolutions.
  • Supporting Network & Server related activities at site level coordinating with the central team.

ITSM Tool Administration:

  • Work closely with global CoE of ITSM tool to carry out administration tasks like,
    • Customization of existing interface and new requirements of workflows
    • Addition/deleting/modifying service catalogs and incident categories
    • Data management and maintenance including addition/deletion/modifying team compositions in the tool and various approver groups
  • Work closely with global support teams to be part of UAT and rollouts.
  • Handling Change Management for ITSM tool including communication, documentation & training to stakeholders.