The selected candidate will :
Lead the overall Level 2 Service Desk Support Function for all EY applications and services.
Develop and deploy an effective and efficient best practice Level 2 Support Desk capability for all EY applications & Services.
Support and enable an end-to-end Service Delivery Management capability for all Systems & Services that ensures an effective and efficient service for each application or service.
Act as the overall accountable point contact and escalation for Level 2 Support Function for all EY applications and services.
Be accountable for delivering to the SLA’s, OLA’s, and contractual commitments for Level 2, and act as a key enabler for the success of other complementary support functions.
Responsible for the smooth, on-going operation and support for a portfolio of complex solutions and is responsible for their successful deployment to the user communities
Responsible for the running, maintenance and support of technology projects post-transition, being accountable for the quality of support
Drives the development and implementation of processes and approaches to ensure quality standards of support engineering activities
Develops trusted relationships with senior business stakeholders to gain an in-depth understanding of key business processes, products and services, and influences others to ensure business case and customer satisfaction goals are met
Your key responsibilities
Build & Effectively lead the Level 2 Support Function to deliver standardised, reliable, best in class support services in a manner that meets our contractual obligations and delights our customers and clients.
Support for the development and deployment of a cohesive best practice end to end Service Delivery capability for all Systems & Services.
Develop and effectively lead the Level 2 Helpdesk Support Function through clear Accountabilities, effective Communication, adherence to and advocacy for Quality & Compliance.
Responsible for the on-going management of existing development and related pre-production environments for multiple, complex solutions, setting priorities and expectations with regards to delivery timing, resource requirements and monitoring outcomes
Manages and oversees the assessment, analysis, planning and design of release packages, including assessment of risk and delivery of post release reviews
Evaluates risks to integrity of infrastructure inherent in proposed implementations, reviews effectiveness of change implementations and incorporates improvements to organizational procedures governing change management
Contributes to business cases and ROM estimates for multiple, complex projects and performs financial management functions including monthly forecasting, annual budgeting, reviewing and approving invoices and identifying cost savings
Manages operational support service providers to assure internal and external providers are meeting service level agreements and performance metrics
Develops long-term, trusted relationships with senior stakeholders to gain an in-depth understanding of products, services and key business processes and utilized deep business knowledge to oversees activities of multiple teams to provide project engineering deliverables in alignment with business requirements
Skills and attributes for success
Highly advanced understanding of technology including networks, storage systems, servers, operating systems, applications, database and web platforms
Highly advanced programming knowledge and experience
Demonstrates in-depth knowledge of key business processes, products and services, within agreed areas of expertise and is able to provide input and advice to key stakeholders, such as Product Owners, business sponsors and Service Delivery Managers on complex queries
To qualify for the role, you must have
Bachelor's degree in Computer Science, IT, Mathematics, or related field preferred
More than 10 years of relevant work experience
Extensive relevant experience in either an internal or external support engineering role, or similar, with highly advanced technical knowledge in assigned specialism
Exceptional experience in customer facing roles
Extensive managed service experience with modern technology understanding including cloud service, virtual networks / systems
Considerable experience working virtually in a globally-dispersed team
Considerable project management, financial management, supplier management, and stakeholder management experience in an engineering / support environment
Proven experience adhering to strategic operational plans and translating them into actionable roadmaps
Ideally, you’ll also have
Experience working with ServiceNow or similar tool.
Experience working Agile / Scrum environment preferred.
Experience working in Dev Ops organizations preferred.
Experience in a professional services industry preferred.
Experience working in TFS and TFS Release Management is preferred.
Project management certification is preferred (PMI / CAPM or PMP, PRINCE2).
Familiarity with ITIL v2 or 3 would be advantageous
What we look for
A self-starter, independent-thinker, curious and creative person with ambition and passion
What we offer
EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations Argentina, China, India, the Philippines, Poland and the UK and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy.
From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines.
In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.
Continuous learning : You’ll develop the mindset and skills to navigate whatever comes next.
Success as defined by you : We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
Transformative leadership : We’ll give you the insights, coaching and confidence to be the leader the world needs.
Diverse and inclusive culture : You’ll be embraced for who you are and empowered to use your voice to help others find theirs.