Client Technology
hace 1 semana
Client Technology - Incident and Problem Lead - EYEY
Incident & Problem Management Lead (Operations & Support)
Rank: Assistant Director
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 integral to innovation at scale.
You will work with technologists and business specialists, blending EY's deep industry knowledge and innovative ideas with our platforms, capabilities, and technical expertise.
The purpose of this role is the responsibility for ensuring adherence to the Policies, Processes and Tooling that are in place to manage, assess and provide clear audit trail in regards the Incident, Major Incident and Problem management discipline, whilst always safeguarding the production environment.
The opportunityBe responsible for the development, deployment of a standard, robust, "best practice" set of effective Incident & Problem Management processes across a wide portfolio of systems and services.Responsible for implementation, effective and efficient execution and usage of EY's Service Management processes and framework to deliver to the agreed Service Levels and contractual commitments.Support the smooth, ongoing operation and support of a portfolio of complex solutions and their successful deployment to user communities.Develop trusted relationships with senior business partners 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 responsibilitiesDevelopment and deployment of Incident & Problem Management processes that ensure service reliability and consistency.Champion of Incident & Problem Management, actively improving and optimizing processes.Deployment of Service Asset and Configuration Management and assurance it is maintained according to the defined standards.Maintenance of the integrity of all systems and services through adherence to processes and effective, identification, management & communication of Risk.Support and manage change to Service, Configuration Items, Suppliers and associated documentation.Develop long-term, trusted relationships with senior partners to gain an in-depth understanding of products, services and key business processes and utilize deep business knowledge to oversee activities of multiple teams to provide project engineering work in alignment with business requirements.Skills and attributes for successStrong Service Management background - particularly relating to Incident & Problem Management, but with in-depth knowledge and experience of Change, Release, Service Transition and Knowledge Management.Good understanding of delivery methodologies - Waterfall, Agile, Scrum, Kanban.Be a positive influencer with ability to negotiate across both technical and non-technical departments.Strong analysis capability and ability to implement process definition, introduction and improvement.Excellent verbal and written communication skills are required along with the ability to discuss technical information to non-technical staff.Demonstrates in-depth knowledge of key business processes, products and services, within agreed areas of expertise and is able to provide feedback and advice to key partners, such as Product Owners, business sponsors and Service Delivery Managers on complex queries.To qualify for the role, you must haveMore than 10 years of significant work experience leading Incident & Problem Management in large and complex environment, preferably in the pharmaceutical industry.A fundamental knowledge of ITIL processes and how they are applied within an IT Service management department.Understanding of change and risk management within a complex operational environment.Exceptional experience in customer facing roles.Extensive experience with modern technology understanding including cloud service, virtual networks/systems.Considerable experience working virtually in a globally dispersed team.Strong communication and influencing skills with the ability to communicate complex technical information to all stakeholders.The ability to create consensus and understanding within virtual teams.Ability to work under their own initiative, in support of a strategic end goal.Ideally, you'll also haveExperience working with ServiceNow or similar tool.Experience working Agile/Scrum environment preferred.Experience working in Dev Ops organization.
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