TechOps-DE-SNOW-TechLead-M1

At EY, you’ll 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 we’re 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 team’s 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 5+year 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. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

• 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.

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.  

 
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