Client Technology: Operations
hace 3 días
Client Technology: Operations & Support - Ops &Job Title: Enterprise Service Management - Assurance Production Support Leader - Associate Director (US or Argentina or Poland)
Function: Client Technology
Job Rank: Associate Director
Sub Function: Technology Operations
Reports to: John Vande Woude - TechOps Leader
Client Technology (CT) is continuing to evolve to be a best-in-class technology function — enabling EY to leverage technology to scale the business.
We will achieve this by operating under one simple model to work across service lines in a consistent way.
CT plays a key role in the implementation of EY's NextWave strategy, working toward an improved client experience.
ResponsibilitiesProduction Infrastructure/Platform SupportProduction Application SupportDisaster Recovery (DR) SupportService Improvement Planning (SIP)Change ManagementAutomation and OptimizationClient Engagement SupportFinancial Management SupportKey responsibilities include leading a team of geographically dispersed support engineers responsible for:
Ensure infrastructure and platform availability through regular maintenance, daily health checks, performance monitoring, capacity reviews, and recommendations.Deploying and/or developing and maintaining support tools.Alert monitoring and implementation of new alerts.24x7 Incident Response and Management.24x7 Production Application Support.Disaster Recovery (DR) strategy, implementation, and testing.Service Improvement analytics and projects.Change review, assessment, and implementation including coordination of change activities associated with "busy season" readiness.Automating repetitive tasks to improve maintenance and/or time-to-market.Optimization and documentation of processes used across Production Support and Service Management.Client configuration and access management.Client chargeback management.Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence.Managing program investments in line with goals established across the organization, including Capital plans.Responsible for financial management and reporting, implementing organizational change, optimizing processes.Develop and maintain senior level relationships for the CT organization and Service Line leadership.Manage various levels of the support organization delivered through both retained and managed services partners.Run special projects for SL Service Delivery.Contribute to the wider goals of IT Services.Essential Functions of the JobServe as an escalation point for customer concerns if/when they arise.
Identify appropriate resolution to achieve client satisfaction in a timely manner.Lead, drive, monitor and manage end-to-end delivery of CT infrastructure and capabilities to scope, time, and budget.Provide Assurance leadership and Service Delivery with single point of accountability for CT activities, milestone achievement, and deliverables.Provide leadership and direction to direct reports.Evaluate, identify, and help drive continuous improvement in the Service Line and CT delivery capabilities and effectiveness.Knowledge and Skills RequirementsProven track record of delivering technology infrastructure, capabilities, services and increased stakeholder satisfaction.
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