EY Technology | Incident Management Process Lead

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. 

At EY, we’re all in to shape your future with confidence. 

We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. 

Join EY and help to build a better working world. 

The opportunity 

Mercury Support Team – Incident Management Lead

Your key responsibilities 
•    Process lead – Incident Manager will ensure that all MST teams execute Incident processes in compliance with defined quality standards
•    Ticket Backlog and Ageing Management – Incident Manager will ensure that ticket ageing is managed on an ongoing basis and to co-ordinate action plans for excessively aged items or items which required a degree of ownership and co-ordination
•    Post Incident Review – Incident Manager will review items where KPIs are not met and work with the teams to analyse reasons for non-compliance and agree improvement plans
•    Incident Manager to drive monthly service reviews with Product Line leaders, Service Delivery Managers and Vendors
•    Deliver training for new joiners and ad-hoc as required on Incident and ticket handling processes
•    Ensure process documents are maintained in line with EY Technology and MST standards

Skills and attributes for success 

To qualify for the role you must have extensive knowledge and experience of ITIL 
 IT Service Management processes preferably in a global support organization.

Experience of managing service delivery performance and compliance through agreed metrics and service levels

Ability to communicate effectively across a complex and diverse group of stakeholders

Strong data analytics skills to identify the most important areas to focus on.

Ideally, you’ll also have a knowledge of SAP technologies and experience with ServiceNow ITSM suite.   Experience with ServiceNow reporting and PowerBI or other data visualisation technologies would be advantageous.

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. 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.

EY  |  Building a better working world
EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.

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.