TechOps - DE - AMS - Automation And AIOps - Manager

Position Title: TechOps - Manager – Digital Engineering Operations – AI / Automation Lead

About Global Delivery Services

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

Our journey started in 2002 with approximately 200 people. Today we stand at 80,000+ 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 EY’s 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

As a Manager in EY GDS Tech Ops practice, you will manage the day-to-day delivery of AI and automation solutions, blending technical expertise with delivery. You will oversee the identification, development and operationalization of AI, and automation solutions, and ensuring alignment with EY’s quality standards and client expectations. This role requires a manager with experience in implementing AI & automation solution in managed services engagements, with a balance of hands-on technical capability and management skills.

Your Key Responsibilities

• Drive operational excellence by mapping existing processes to identify bottlenecks and redesign workflows to embed AI, optimizing for speed, accuracy, and scalability.
• Translate business goals into actionable AI/automation roadmaps.
• Oversee the full lifecycle of AI models, ensuring robust monitoring for model drift, accuracy, and latency.
• Partner with AI, Automation, Data Science, Engineering, Product, and Business stakeholders to identify, build, and operationalize AI and automation solutions.
• Drive adoption of AI, automation, tools and accelerators across engagements and practices.
• Collaborate with cross-functional teams – data engineers, Engineering teams, developers, AI / Automation team, architects, and business stakeholders to identify, build and operationalize AI and automation solutions.
• Drive operational excellence by implementing AI and automation solutions to drive ticket reduction, ticket automation, workflow automation, business process improvements, productivity improvements, and continuous improvement initiatives.
• Oversee service level agreements (SLAs), performance metrics, and governance frameworks related to automation and AI.
• Lead, mentor, and coach operations engineers or AI analysts in best practices for AI integration.
• Drive automation / AI / tool solution, and support business development efforts including proposals, presentations, and client workshops.
• Ensure compliance with EY’s risk management and security standards.

Skills and attributes for success

• Strong understanding and experience working in monitoring and observability tools (E.g., Datadog / Splunk / Dynatrace / App dynamics / New Relic etc.,)
• Experience implementing AI and automation solutions & tools in managed services engagements.
• Experience building and implementing tools, automation and AI architecture and solution in managed services engagement.
• Strong track record in managing delivery quality, project execution, and cross-functional collaboration.
• Strong understanding and management of ITSM, ITIL methodologies, and automation of operational tasks.
• Excellent communication, leadership, and stakeholder management skills.
• Relevant certifications such as ITIL, Cloud certifications, or DevOps certifications are a plus.

To qualify for the role, you must have

• Bachelor’s or Master’s degree in computer science, Engineering, or related field.
• 12+ years of experience in delivery, IT operations, or managed services, with at least 2-5 years in developing, implementing and managing AI & automation solutions and tools.
• Strong understanding of LLMs, RAG architectures, AI Ops, low-code tools and scripting languages (Python, JavaScript/TypeScript)

What we look for:

• Implementing AI and automation solutions understanding and experience working in monitoring and observability tools.
• Problem solvers with a proactive approach to troubleshooting and optimization.
• Team players who can collaborate effectively in a remote or hybrid work environment.
• Detail-oriented professionals with strong documentation skills.

What we offer you

At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. 

• 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. We're united by a commitment to create an environment where every individual's 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.