US Technology Consulting, Managed Services_ Senior

Technology – Operations & Service Delivery – Support Services – Senior 

EY's Technology Operations Managed Services team (Tech Ops) works with some of the world's largest companies. Our solution is being built out in FY24 to encompass application managed services, digital solutions including custom development and bespoke solutions.  The solution team caters to account teams and clients in all sectors with an emphasis on the larger, more complex managed service deals.  The team is responsible for building the business into a significant solution for the firm, achieving target margin and revenue targets and driving innovative solutions to ensure EY retains a foothold in the market. 

The opportunity 
In our Technology Operations and Service Delivery practice, this role is pivotal in ensuring the smooth operation and support of our technology solutions. As a Senior Support Services professional, you will be at the forefront of delivering quality support and resolving issues that impact key business processes, products, and services. 

This position offers the chance to contribute to initiatives that drive continuous improvement and the adoption of automation at scale. You will be responsible for running, maintaining, and supporting technology projects post-transition, ensuring successful deployment to the user community. 

Your key responsibilities 
In this role, you will spend your time across various critical responsibilities, including: 

• Delivering quality support and resolving issues within the context of key business processes. 

• Contributing to initiatives that drive continuous improvement and standardization. 

• Ensuring adherence to service level agreements and operational level agreements established by service delivery. 

• Manage and monitor end to end data pipelines in a data lake environment with capability to support across various cloud platforms. 

• Collaborate with global teams including platform and product teams to notify, triage, and resolve data pipeline issues 

• Monitor results from data audit framework and drive resolution and communication with key stakeholders 

• Support managed services engagements and work closely with clients user base to help them resolve roadblocks and issues. 

• Collaborate with global teams to understand business objectives and deliver solutions. 

• Optimize data models and algorithms for improved performance and scalability 

You will face challenges that require analytical thinking and problem-solving skills, providing you with opportunities to learn and grow in a dynamic environment. This role may require regular travel as needed by external clients, and you will actively participate in client working sessions on a daily basis. 

Skills and attributes for success 
To excel in this role, you should possess the following skills and experience: 

• Demonstrated expertise in data pipeline tech stack for big data solutions with 4+ years of relevant experience. 

• Proven experience (4+ years) in maintaining data pipelines, data ingestion, and analytical frameworks for various database systems. 

• Hand on experience in maintain pipelines and workflows developed using ETL tools like HVR, Nifi, Databricks notebooks, Airflow et al. 

• Experience in cloud-based computing solutions and automation tools and methodologies demonstrating problem-solving prowess and a proactive mindset 

• Proficient in data migration and processing using cloud-based services. 

• Solid understanding and practical experience with data warehousing tools. 

• Knowledgeable in DevOps practices, including CI/CD for streamlined deployments. 

• Expertise in SQL, including advanced procedural SQL. 

• Strong problem-solving abilities with a focus on delivering high-quality technical solutions. 

• Ability to directly support clients and help them navigate resolutions to their issues 

• Ability to multi task and support different clients concurrently 

• Strong verbal and communication skills. 

• Strong customer orientation and experience in customer support operations. 

• Proficiency in application security management and technology service management. 

• Excellent communication skills, with the ability to build and manage relationships effectively. 

• Critical thinking and complex problem-solving abilities. 

To qualify for the role, you must have 

• A Bachelor’s degree (4-year degree)  

• Typically, no less than 2 - 4 years of relevant experience  

• A degree in Computer Science or a related field with 6+ years of relevant industry experience. 

• Primary skills: 3+ years of hands-on experience with SQL, Airflow, Singlestore, Nifi, Databricks on any major cloud platform. 

• Self-motivated with a proactive approach to problem-solving. 

• Ability to analyze complex technical issues and provide effective solutions. 

• Commitment to software development best practices. 

• Proficient in debugging and optimizing enterprise-level applications. 

• Capable of translating business challenges into robust technical solutions. 

• Excellent communication skills, both written and verbal. 

• Experience in managing client relationships and understanding client needs. 

• Expertise in Application Security Management is essential. 

• Strong customer orientation and experience in Customer Support Operations are required. 

• A solid understanding of Data Delivery and Management is necessary. 

• Proficiency in Stakeholder Management is important. 

• Familiarity with Technology Ecosystem Operations is crucial. 

• Experience in Technology Service Management is necessary. 

• Strong Troubleshooting Triage skills are expected. 

• Excellence in Building and Managing Relationships is essential. 

• The ability to establish Client Trust and Value is crucial. 

• Strong communication skills, particularly in Communicating With Impact, are required. 

• Digital Fluency is a key requirement for this role. 

• Emotional Agility is important for navigating complex situations. 

• Proficiency in Hybrid Collaboration is valued. 

• Strong Complex Problem-Solving abilities are essential. 

• Critical Thinking skills are necessary for success in this role. 

• A focus on Driving Outcomes is required. 

• Learning Agility to adapt to new challenges is important. 

Ideally, you’ll also have 

• Experience in managing technology projects and post-transition support. 

• A proven track record of delivering quality support in a fast-paced environment. 

• Familiarity with automation tools and continuous improvement methodologies. 

 
What we look for 
We seek individuals who are proactive, adaptable, and eager to learn. Top performers in this role demonstrate a commitment to excellence and possess strong analytical skills, enabling them to navigate complex challenges effectively. 

• 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.