Incident Manager

Incident Manager

Location: Wrocław
Hybrid model: 2 days office/3 days remote

Let us introduce you the job offer by EY GDS Poland – a member of the global integrated service delivery center network by EY.

The opportunity

The L4 Incident Manager is responsible for all SN incidents across designated groups, coordinating with L3 & L2 teams, working closely with developers and BA’s to resolve issues in a timely manner, including working with Global Outage Management and other partners to resolve more severe P1, 2 & 3 problems.

Your key responsibilities

• Manages/Optimizes: SN L4 groups. Monitors and tracks progress. Day-to-day guidance, input, and approvals for support processes. Sets example in adhering to support processes, and standards; a support point of contact between stakeholders. L3, L2 and partner teams.
• Coaches: On and offshore resources (including Sourcing Partners) to enforce support guidelines and best practices.
• Coordinates: Between multiple disciplines (Architects, Business Analysts, Project Managers, other support teams and Customers) to support complex business solutions.
• Establishes: Trust with stakeholders with timely communications. Improvements and enhancements to existing solutions and processes.
• Works with: Stakeholders to understand business priorities and align support incidents accordingly. Global Outage Management for P1 & P2 incidents. The wider operations and support teams. Architects, developers & BAs to align priorities with the business needs and consistent with the architectural vision

Skills and attributes for success

• L4 SN group management
• Managing aged tickets
• Managing major incidents with the wider technical team
• Communications to stakeholders and program teams for major incidents
• Driving a program of continuous improvement
• Program meetings including L3 / L4 handover
• Building ADO user stories for further work

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across ten locations –  Argentina, China, Hungary, India, the Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom – 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.

About EY

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.

If you can demonstrate that you meet the criteria above, please contact us as soon as possible.

The exceptional EY experience. It’s yours to build.

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