L3 Support Capability Lead

hace 7 días


Buenos Aires, Buenos Aires C.F., Argentina BairesDev A tiempo completo
L3 Support Capability Lead - Ey Global Delivery

EY

Level 1 Support Capability Lead (Enterprise Service Management) Rank: Associate Director. EY is a global leader in assurance, tax, transaction, and advisory services. Technology is at the heart of what we do and deliver at EY. Technology solutions are integrated into the client services we deliver and are key to our innovation as an organization.

Fueled by strategic investment in technology and innovation, Client Technology seeks to drive growth opportunities and solve complex business problems for our clients through building a robust platform for business and a powerful product engine that are vital to innovation at scale. As part of Client Technology, you'll work with technologists and business experts, blending EY's deep industry knowledge and innovative ideas with our platforms, capabilities, and technical expertise. As a catalyst for change and growth, you'll be at the forefront of integrating emerging technologies from AI to Data Analytics into every corner of what we do at EY. That means more growth for you, exciting learning opportunities, career choices, and the chance to make a real impact.

The opportunity
  1. Be accountable for delivering to the SLA's, OLA's, and contractual commitments for Level 1, and act as a key enabler for the success of other complementary support functions.
  2. Responsible for the smooth, ongoing operation and support for a portfolio of complex solutions and is responsible for their successful deployment to the user communities.
  3. Responsible for the running, maintenance, and support of technology projects post-transition, being accountable for the quality of support.
  4. Drives the development and implementation of processes and approaches to ensure quality standards of support engineering activities.
  5. Develops trusted relationships with senior business stakeholders to gain an in-depth understanding of key business processes, products, and services, and influences others to ensure business case and customer satisfaction goals are met.
Your key responsibilities
  1. Build & effectively lead the Level 1 Support Function to deliver standardized, reliable, best-in-class support services in a manner that meets our contractual obligations and delights our customers and clients.
  2. Support for the development and deployment of a cohesive "best practice" end-to-end Service Delivery capability for all Systems & Services.
  3. Develop and effectively lead the Level 1 Helpdesk Support Function through clear accountabilities, effective communication, adherence to and advocacy for quality & compliance.
  4. Responsible for the ongoing management of existing development and related pre-production environments for multiple, complex solutions, setting priorities and expectations with regards to delivery timing, resource requirements and monitoring outcomes.
  5. Manages and oversees the assessment, analysis, planning, and design of release packages, including assessment of risk and delivery of post-release reviews.
  6. Evaluates risks to the integrity of infrastructure inherent in proposed implementations, reviews effectiveness of change implementations, and incorporates improvements to organizational procedures governing change management.
  7. Contributes to business cases and ROM estimates for multiple, complex projects and performs financial management functions including monthly forecasting, annual budgeting, reviewing and approving invoices, and identifying cost savings.
  8. Manages operational support service providers to assure internal and external providers are meeting service level agreements and performance metrics.
  9. Develops long-term, trusted relationships with senior stakeholders to gain an in-depth understanding of products, services, and key business processes and utilizes deep business knowledge to oversee activities of multiple teams to provide project engineering deliverables in alignment with business requirements.
Skills and attributes for success
  1. Highly advanced programming knowledge and experience.
  2. Demonstrates in-depth knowledge of key business processes, products, and services, within agreed areas of expertise and is able to provide input and advice to key stakeholders, such as Product Owners, business sponsors, and Service Delivery Managers on complex queries.
To qualify for the role, you must have
  1. Bachelor's degree in Computer Science, IT, Mathematics, or related field preferred.
  2. More than 10 years of relevant work experience.
  3. Extensive relevant experience in either an internal or external support engineering role, or similar, with highly advanced technical knowledge in assigned specialism.
  4. Exceptional experience in customer-facing roles.
  5. Extensive managed service experience with modern technology understanding including cloud service, virtual networks/systems.
  6. Considerable experience working virtually in a globally-dispersed team.
  7. Considerable project management, financial management, supplier management, and stakeholder management experience in an engineering/support environment.
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