Advanced Data Network Technician
hace 6 días
Job Summary: The Advanced Data Network Technician - Assistant Director in Network provides the highest level of advanced technical service support on major incidents in the global Information Technology (IT) Data Network. The role is responsible to drive best practices in monitoring and supporting all issues concerning data network connectivity that affect EY's clients as assigned or managed and to provide appropriate restoration of services within the standards of the Service level Agreement (SLA) between IT and EY business teams. The role is the highest point of escalation and level of response on complex Data Network situations where standard Level 1 or Level 2 IT procedures were unable to isolate or fix the issue and therefore requires cross team partnership or higher action. The role additionally drives network configuration changes and other wide reaching complex service requests that have been escalated and assigned to the team. The role maintains or directs the compilation of accurate information and data regarding issues resolution within the IT incident management tool, Service Now, and maintains compliance with EY's policies and standards in all actions taken to resolve issues. The role has both individual contributor responsibility on critical incidents and also management responsibility for Technicians and others aligned to a specific project or area wide issue that requires Network Operations oversight. The role is generally guided by the Network and Voice Operations Team Lead in Global Converged Services Management.
Essential Functions of the Job:
- Drives the best practices in appropriate methodologies for complex restorative and maintenance actions inclusive of advanced troubleshooting and applied technical skills required to restore current services in IT Data Network. Identifies and guides best practices and restorative activities in Service Now to capture improvements in event resolution timeframes and client perception of services.
- Partners with Level 1 and 2 technical support and Data Network engineering teams to solution network technical issues as needed to support wide area issues and complex incidents needing restoration.
- Drives the appropriate performance of root cause analysis and other process analytics utilizing the Information Technology Infrastructure Library (ITIL) to recognize appropriate aspects in the Incident, Problem, Change and Availability processes and identify and target opportunities for process improvements in time and efficiency.
- Acts as the primary point of escalation and thought leadership for the overall stability and health of data networks. Uses experience and knowledge to lead discussions as well as to proactively recognize issues or trends that point to variances in expected targets in SLAs and other key metrics. Escalates or is the highest point of escalation as needed and drives recommended change as identified. Identifies and reports on variances as well as positions solutions to management as discovered and identified.
- Maintains all activities in accordance with EY's compliance policies and IT Service processes to provide restorative actions within scope and aligned to operational readiness standards for data network performance.
- Actively participates or manages outage calls or discussions and other data network impacted situations by identifying and sharing best practices to restore data network services and to mitigate future reoccurrence in IT.
- Proactively maintains a solid understanding of EY's business, the interconnectivity to IT operational readiness model and the forward strategy for improvements and strategic enhancements in the data network to maintain thought leadership in guiding conversations. Advises business leads and others in IT on procedures in appropriate collaborative activities or opportunities for harmonization in network services aligned to the remit of the role.
- Shares and reviews best practices with team and peers in the implementation of said best practices to promote continuous improvement within the team and cross unit consistencies between IT departments. Mentors and trains staff in aspects of network technology as a thought leader in same.
- Manages direct reports and other members of staff to the highest level of performance, selects staff for hiring, reviews and directs the alignment of responsibilities, country specific procedures and objectives to the member of staff's abilities as well as to deliver Continuous Improvement objectives.
- Provides coaching on performance to achieve success, maintain compliance with adopted standards and directs improvements to maintain the Network Operation team's effectiveness in service management aligned to the overall objectives for GCSM.
Analytical/Decision Making Responsibilities: Advanced and well developed analytical skills to probe for understanding and to make sound decisions to address network connectivity or broader functionality issues.
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