TechOps-ITSM-Incident Mgmt-Senior

About Global Delivery Services

Global Delivery Services refers to EYs worldwide network of service delivery centers. The GDS team plays an important role in EYs strategy by ensuring effective support to EYs growth agenda.

Our journey started in 2002 with approximately 200 people. Today we stand at 80000 professionals in ten locations around the world. We operate in Argentina China Hungary India Philippines Poland Sri Lanka Mexico Spain and the United Kingdom.

Client service is focused on providing Consulting Assurance Tax Strategy & Transactions and Knowledge support to our clients around the world. The teams enable account teams worldwide to provide seamless high-quality value-added support helping deliver exceptional client service.

Enablement Services provides cost-effective high-skilled and innovative services to support EYs global and local enablement teams. Markets BMC AWS Finance and Accounting Risk Management Procurement People Shared Services IT Service Delivery and IT Global Infrastructure services are among the services offered by Enablement Services.

Our innovation specialists serve the GDS Client Service and Enablement Services teams along with Service Lines Core Business Services and Sectors. The team brings the desired environment technologies and skilled teams together for facilitation rapid prototyping and innovative thinking. The competencies offered include analytics digital user experience mobile technology infrastructure Microsoft technologies and open innovation.

The Opportunity

Lead incident management for application services ensuring timely resolution of major incidents and Incident Management queues with minimal business impact. Drive service stability and operational excellence by coordinating across teams to restore services efficiently. Support incident lifecycle management within a global delivery model ensuring seamless collaboration across regions.

Leverage ITSM practices monitoring tools and automation to improve incident response and reduce recurrence. Collaborate with stakeholders and technical teams to enhance service reliability and customer experience. Support service onboarding and transition activities with focus on incident readiness and operational stability.

You will also be participating in Service onboarding Service Transition Service operations using ITSM leading practices for products applications and services delivered at EY.

Your Key Responsibilities

• Act as the single point of accountability for Incident Management across application systems
• Act as the primary point of contact for incident management within assigned application landscape
• Manage end-to-end lifecycle of incidents including detection logging prioritization and resolution
• Lead major incident bridges (P1/P2) ensuring structured coordination across teams
• Provide timely and clear communication to stakeholders on incident status and business impact
• Ensure adherence to SLAs KPIs and escalation protocols
• Support 24x7 operations model with effective handoffs across regions
• Maintain incident documentation runbooks and SOPs
• Perform incident trend analysis and collaborate with Problem Management for root cause elimination
• Drive reduction of repeat incidents and improvement of MTTR metrics
• Coordinate with Change and Release teams to minimize incident risks
• Ensure participation in post-incident reviews (PIRs) and track closure of action items
• Work with monitoring teams to improve alert quality and early detection
• Support service transition activities ensuring operational readiness
• Collaborate with vendors to ensure accountability and resolution efficiency
• Responsible for decision-making optimizing processes resource management and overseeing team management as needed for task execution.
• Accountable for allocating personnel supervising team members assigning tasks ensuring that the team has the necessary tools and support to succeed in their roles and optimizing and evaluating their performance to meet organizational goals.

Skills and attributes for success

As a Senior Incident Lead (Application Lead)

• Strong understanding of Incident Management processes (P1/P2 handling)
• Application Support Knowledge (architecture and dependencies)
• Cross-team coordination across application infrastructure and support teams
• Effective stakeholder communication and reporting skills
• ITIL / ITSM process awareness (Incident Problem Change)
• SLA/KPI tracking (MTTR response time escalation handling)
• Incident analysis and trend identification
• Familiarity with monitoring tools (Dynatrace AppDynamics Splunk)
• Awareness of automation and AIOps concepts
• Vendor coordination experience
• Ability to work under pressure and manage critical situations
• Strong problem-solving and analytical thinking
• Focus on service reliability and continuous improvement
• Experience with ITSM process tools such as ServiceNow (SNOW) BMC Remedy JIRA or equivalent tools
• Familiarity with Azure DevOps and GitHub
• Proficiency in MS PowerPoint Excel and Visio

Ideally youll also

• Hold certifications such as ITIL Foundation (preferred)
• Experience with enterprise applications ( SaaS platforms)
• Exposure to cloud platforms (Azure AWS GCP)
• Understanding of service transition and onboarding processes
• Support operational efficiency and cost optimization initiatives
• Familiarity with global delivery models
• Ability to adapt to dynamic environments
• Contribute to knowledge management and documentation
• Participate in building dashboards and reporting metrics
• Support shift-based or on-call requirements
• Contribute to service transition delivery governance and practice development

What we look for

• Bachelors degree in Computer Science IT or related field
• 510 years of experience in Incident Management or Application Support
• Experience in handling major incidents (P1/P2) and Incident Management
• Managed a reasonably sized team (5-15 FTEs) across locations in an onshore-offshore model
• Good understanding of ITIL / ITSM practices
• Exposure to enterprise applications or SaaS platforms
• Experience in cloud or distributed environments is a plus
• Strong communication and stakeholder management skills
• Ability to work in 24x7 global teams
• Experience working with cross-functional teams and vendors
• Strong analytical mindset with focus on continuous improvement
• Exposure to monitoring automation and AIOps
• Ability to manage priorities in high-pressure environments
• Experience supporting service transition or onboarding for 2 clients
• Experience working in multiple industries preferably Insurance/Financial services/Banking domains

What we offer you

At EY well develop you with future-focused skills and equip you with world-class experiences. Well empower you in a flexible environment and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more.

Are you ready to shape your future with confidence Apply today.

To help create an equitable and inclusive experience during the recruitment process please inform us as soon as possible about any disability-related adjustments or accommodations you may need.

• Our Commitment: As a commitment we persistently endeavour to embody our values fulfil our purpose and champion inclusiveness. Our dedication is to cultivate EY into an environment where diverse perspectives are celebrated creating a supportive atmosphere for individuals to authentically be themselves and contribute their utmost.
• Professional Development: From entry-level employees to senior leaders we believe in continuous learning. We offer opportunities to build new skills take on leadership roles and connect and grow through mentorship.
• People and Culture: In our dynamic workplace diversity equity and inclusiveness are ingrained in our culture. Were united by a commitment to create an environment where every individuals differences are valued practices are equitable fostering a sense of belonging. Our shared values include integrity respect teaming inclusiveness energy enthusiasm courage to lead and building relationships based on doing the right thing.
• Benefits: Embark on a transformative career journey with us and indulge in a suite of premium benefits encompassing exclusive health and wellness packages enticing rewards and cutting-edge learning opportunities that empower you to continually grow and excel in your professional and personal development.
• How to Apply: If you are passionate to join us and are aligned with our commitment to building a better working world we invite you to apply by completing our user-friendly form with personal and professional information and by providing your consent to data privacy.

Successful candidates advance to a competency-based interview. If mutual interest persists a job offer awaits.

We are an equal opportunity employer and are committed to Diversity Equity & Inclusion.