TechOps-DE-SNOW-TechLead-M1

At EY youll have the chance to build a career as unique as you are with the global scale support inclusive culture and technology to become the best version of you. And were counting on your unique voice and perspective to help EY become even better too. Join us and build an exceptional experience for yourself and a better working world for all.

The opportunity

• The Operations Delivery Manager will build strong and effective relationships in order to keep the team focused on delivering value to the client.
• Expected joining date Immediate.
• Experience: 10-12 years experience

Your key responsibilities

• Manage the L2 & DevOps team to provide Maintenance and Operations services to the client.
• Undertake proactive day to day management of operations queues (incidents fulfilment tasks & service requests)
• Ensure team complete critical activities such as start middle & end of day checks.
• Be proactive getting technically involved where required.
• Manage the team members to be focused on delivering value to the client and maximize staff productivity by minimizing meetings and maximizing valuable engagement.
• Manage teams workload review and approve timesheets for Maintenance and Operations staff and ensure the utilization is high.
• Actively manage application specific enhancements/defects.
• Plan & manage platform upgrades (up to two per year)
• Produce weekly & monthly service review reports to highlight risks key decisions & progress.
• Highlight any risks and issues observed to the team.
• Work with the management team to assist with tracking & escalation of issues.
• Monitor and drive issue resolution and escalate out of line situations.
• Work consultatively with stakeholders and retain focus.
• Identifying areas for additional services that could provide the customer.
• Represent professionally and keep up to date with training and governance requirements set by the team.
• Minimum 8 years of hands-on experience on the below ServiceNow modules (Recommended):
  • Must Have: ITSM CMDB Service Portal CSM Custom Applications ServiceNow Family Upgrades ITIL Foundation
  • Good to have: HRSD ITOM Discovery IRM SecOps

Skills and attributes for success

• Experience of taking ownership for core ServiceNow module delivery with minimal management support
• ServiceNow administration experience (ideally certified)
• ServiceNow platform upgrade experience (ideally in a management position)
• Service Management IT industry knowledge ITIL aware (Foundation minimum)
• Strong stakeholder engagement skills (including negotiation/mediation)
• Strong customer focus and service attitude.
• Servant leadership approach
• Strong personal organisational skills
• Excellent communication skills
• Empathy to understand issues from both the customer viewpoint and from individuals within the business and to respond appropriately.
• Ability to initiate action seize opportunities to put ideas into action.
• Strong in following technologies (minimum 5year hands on experience on the below mentioned tech stack).
• Java Java Script
• RESTful Webservices
• Angular JS
• HTML CSS SOAP REST
• API handling

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. Well introduce you to an ever-expanding ecosystem of people learning skills and insights that will stay with you throughout your career.

• Continuous learning: Youll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: Well provide the tools and flexibility so you can make a meaningful impact your way.
• Transformative leadership: Well give you the insights coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture:Youll be embraced for who you are and empowered to use your voice to help others find theirs.

EY Building a better working world

EY exists to build a better working world helping to create long-term value for clients people and society and build trust in the capital markets.

Enabled by data and technology diverse EY teams in over 150 countries provide trust through assurance and help clients grow transform and operate.

Working across assurance consulting law strategy tax and transactions EY teams ask better questions to find new answers for the complex issues facing our world today.