Deloitte Hyderabad Hiring Services Specialist, CTS ODC

A professional with a strong drive for customer service excellence can build a career at Deloitte. CTS ODC is the main point of contact for all IT-related incidents and service requests. The role calls for clear communication with a wide range of people in a fast-paced setting, across email, phone and in person (walk-in customers). You should be a motivated team player who can handle ambiguity.

Work you'll do

• Deliver world-class customer service to our customers.
• Maintain the ODC dashboard based on day-to-day requirements.
• Work with the CTS ODC team and stakeholders to keep critical data updated on SharePoint and maintain its accuracy.
• Work with Offshore Development Center (ODC) team members and stakeholders to identify process gaps.
• Help document ODC-specific processes.
• Help maintain the ODC fortnightly report and prepare ODC-related presentations.
• Help build audit readiness checklists for the CTS-ODC team.
• Follow up with multiple stakeholders through the ODC operational shared mailbox and daily activities.
• Work with different stakeholders to process ODC-related invoices.
• Work with your immediate supervisor to understand and assist with ODC transactional issues.
• Follow up with the CTS EUS team to make sure monthly checks are complete, update the dashboard and share the report with supervisors and managers.
• Follow up with all stakeholders on ODC-related transactional activities.
• Coordinate with stakeholders, set up calls as needed and send minutes of meetings (MOMs).
• Help gather required information during ODC new setup, migration and expansion along with your supervisor.
• Assist infrastructure teams (LAN, WAN, Telephony) where local hands-on work is needed.
• Analyze ODC operational data and dashboard trends, and flag recurring issues, risks and service-level gaps to supervisors.
• Coordinate resolution of complex or recurring stakeholder issues, track actions to closure and escalate blockers promptly.
• Recommend process improvements and support the implementation, documentation and communication of approved changes.
• Review reports, SharePoint updates and audit-readiness evidence for completeness and accuracy before submission.
• Coach team members on ODC processes and tools and help keep knowledge-base documentation consistent.
• Use approved AI tools to streamline ODC reporting, data validation and routine stakeholder follow-ups, while protecting confidentiality and keeping human review in place.
• Support responsible AI adoption by documenting effective use cases, checking outputs for accuracy and sharing practical guidance with the team.

The team

The CTS ODC team is part of Deloitte's Information Technology Support Services, spread across Hyderabad, Mumbai, Bengaluru and Delhi. The team delivers ODC customer support in collaboration with the CTS-EUS team and manages the ODCs.

Preferred

• ITIL certification
• Microsoft MCITP certification
• Basic knowledge of overall network and systems security
• AI literacy

How you'll grow

Deloitte invests in an environment where professionals can grow in their own way and build leadership skills. Learning and networking opportunities include exposure to leaders, sponsors, coaches and challenging assignments. Resources include live classrooms, team-based learning and eLearning. DU: The Leadership Center in India, in the Hyderabad offices, extends Deloitte University (DU) in Westlake, Texas.

Benefits

Deloitte offers a broad range of benefits. Learn more about what working at Deloitte can mean for you.

Deloitte's culture

Deloitte encourages people to do their best work every day, with flexibility for daily choices that support health, wellbeing and confidence. Well-being programs and inclusive practices are part of this culture.

Corporate citizenship

Deloitte is led by a purpose: to make an impact that matters. The firm focuses on education, giving, skill-based volunteerism and leadership to drive positive social impact.