Technology has always been at the heart of what we do and deliver at EY. We need technology to keep an organization the size of ours worki...
Technology has always been at the heart of what we do and deliver at EY. We need technology to keep an organization the size of ours working efficiently. We have 250,000 people in more than 140 countries, all of whom rely on secure technology to be able to do their job every single day. Everything from the laptops we use, to the ability to work remotely on our mobile devices and connecting our people and our clients, to enabling hundreds of internal tools and external solutions delivered to our clients. Technology solutions are integrated in the client services we deliver and is key to us being more innovative as an organization.
The opportunity
As an Incident Manager you will drive the restoration and recovery of high priority and severity (P1Sx) incidents as a member of the Outage Management Center which operates under the overall remit of Architecture and Solutions Engineering in EY Technology. You will be influencing and coordinating efforts for P1Sx incidents within the IT Infrastructure to avoid potential financial and operational risks to IT and EY’s customers. The role manages, communicates and documents all restoration activities supporting P1Sx incidents. This includes escalation to other Information Technology (IT) teams, 3rd party vendors and other external teams for collaboration. The role is generally an individual contributor but carries high exposure within IT and as such influences management throughout IT Services, to guide and direct collaborative activities necessary to restore all services to Business As Usual (BAU).
Your key responsibilities
The role r requires critical thinking skills to take a systematic approach, consider all relevant data and make informed decisions regarding all aspects of the Outage Management function while driving quality in restorative activities. You will act independently, guided by the Priority and Severity criteria, and make timely and informed decisions aligned to your remit or escalate as appropriate to management or others in IT as needed. The role’s insight and proposed actions should strive to be strategic, look beyond ‘stop gap’ measures and seek opportunities to drive improvements in the Outage Management model.
It is generally an individual contributor but may be asked to manage staff temporarily or as part of the actual remit for a specific location or region. The role is generally expected to influence teams which are comprised of cross IT technical staff aligned to the Incident recovery on a high visibility incident. All aligned staff can be remote based and/or in a work from home setting that will require distance management skills across locations, cultures and time zones.
Skills and attributes for success
• Verifying clarifies and documents the specific
incident impact and, as required, the declaration of P1Sx in accordance with
industry standards of Information Technology Infrastructure Library (ITIL) for
major incident management within the IT infrastructure
• Driving the major incident recovery process, identifying and initiating
time critical and complex remediation activities to restore impacted
infrastructure services to BAU
• Identifying, documenting and reinforcing appropriate recovery
actions for P1Sx incidents
• Regularly communicating outage status, from inception to completion, to
all key stakeholders
• Ensure sing appropriate updates are made to all knowledge repositories
for changes/gaps (identified) during an Outage
• Supporting management through the general oversight and coaching of
junior staff, providing guidance for their activities and constructive feedback
as needed and required to maintain the highest level of quality standards in
the team’s efforts
To qualify for the role you must have
• Coordinates resolver teams – has strong interpersonal
skills and collaborative skills to engage strategically with peers and other senior
executives of the firm
• Builds and maintains a solid network for effective teamwork and
knowledge sharing. Uses these skills to challenge insightfully, direct Major
Incident Management and remediation to outages, and proposes credible options
as solutions.
• Conducts effective questioning to break down complex issues into core
elements, formulate appropriate ideas and negotiate those ideas clearly and
concisely to advance a cooperative engagement by all levels of the organization
including senior and/or leadership.
• Manifests a strong analytical and problem-solving ability to negotiate
complex and conflicting issues in a timely manner, handle ambiguity as well as
multiple and shifting priorities and to drive decisions that are both
financially sound and operationally feasible.
• Adapts communication style to the style of others. Develops rapport and
remains calm under pressure. Builds strong relationships across all levels of a
matrixed, geographically and culturally dispersed organization utilizing advanced
oral and written English communication skills.
• Leads the team by example – provides mentoring and guidance during
outages to Incident Coordinators.
• Maintains a broad knowledge of the regional and global infrastructures,
application technology and IT’s overall technical operating environment to
support proper recognition and impact of major service issues.
• Possesses the proper time and incident management disciplines to direct
and influence improvement initiatives and drive aligned activities throughout
the incident life cycle for major incidents within the IT infrastructure.
• Possesses an advanced knowledge in Major Incident Management and
specifically the Priority and Severity (PxSX) criteria to recognize the impact
and aligned criteria to scale an Incident up to and including P1S1’s (Major
Incidents).
• Recognizes where criteria is met and leadership escalation is needed
• Possesses a solid working knowledge of the Information Technology
Infrastructure Library (ITIL) to recognize appropriate aspects in the Incident,
Problem, and Change processes and improvements. Supports the team in ITIL
familiarity and/or certification for staff as needed or necessary.
• Manifests appropriate leadership and influence management skills to
guide aligned resources in major incident recovery activities, providing the
sound planning and the ability to coach others in technical processes and
practices - as part of individual or team mentoring as appropriate
Ideally, you’ll also have
• Degree in Computer Science or a related discipline
• Over 5 years’ experience of ITIL Major Incident Management and
co-ordination in a large organization
• ITIL Foundational level
• ITIL intermediate level, preferably in Service Operation
What we look for
We are looking for technical people who demonstrate drive, vision, teaming and determination and are passionate about helping our clients achieve their goals. We look for high performers, who consistently deliver quality work while continually looking for ways to improve. We will need excellent business acumen and a firm strategic vision, so if you are ready to use those skills to develop our team, this role is for you.
What working at EY offers
• Support, coaching and feedback from some of the most
engaging colleagues around
• Opportunities to develop new skills and progress your career
• The freedom and flexibility to handle your role in a way that’s right
for you
About EY
As a global leader in assurance, tax, transaction and advisory services, we’re using the finance products, expertise and systems we’ve developed to build a better working world. That starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. Whenever you join, however long you stay, the exceptional EY experience lasts a lifetime. And with a commitment to hiring and developing the most passionate people, we’ll make our ambition to be the best employer by 2020 a reality.
If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.
Make your mark.
Apply now.
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