L3 Application Leader

Job description

Person in this role will be accountable for managing a Shared Business Platforms (SBP), Managed Services Platform (MSP) Operations L3 team providing tools, knowledge and escalation support to the MSP Ops L2 team in support of operational KPIs, SLAs and OLAs for platform capabilities.

Essential Functions of the Job:
The scope of this role includes but is not limited to:

·  Actively lead a L3 team, focusing on development and delivery of tools and knowledge in support of Operational initiatives.
·  Managed escalated cases, categorize and assign cases based on priority and aging.
·  Analyze case trending to identify and implement, operational improvements in process, tools and skills.
·  Lead the efforts towards case load balancing, help L3 Engineers to prioritize cases where action is pending
·  Engage with customers as need to manage and resolve escalated issues.
·  Partner with resource providers (Vendors/EWT) to align resources for escalated issues, projects and process improvements.
·  Perform data analysis to identify operational trends and enable leadership with timely insights/ reporting
·  Understand the scheduling/staffing gaps and share recommendations with leadership

Analytical/Decision Making Responsibilities:

·  Demonstrates analytical and systematic approach to problem solving.
·  Communicates fluently orally and in writing and can present complex technical information to both technical and non-technical audiences.
·  Is able to plan, schedule and monitor work activities in order to meet time and quality targets.
·  Is able to absorb rapidly new technical information, business acumen, and apply it effectively.
·  Good appreciation of wider field of information systems, its use in relevant employment areas and how it relates to the business activities of the employer or client.

 

Knowledge and Skills Requirements:
 
·  Strong technical experience with one or more of the following technologies:

·  IT security concepts IAM, Log and Intrusion review, security patching and EY Security Practices
·  Active Directory management
·  Cyberark (or similar tool) management and configuration
·  Strong understanding of vulnerability monitoring, management and remediation
·  Experience configuring and/or managing Anti-Virus and Anti-Malware tools
·  Participation in auditing processes (i.e. SOC, PCI, High Tech)

                                               OR

·  In-depth knowledge of Stored Procedures, SSIS and SSRS
·  Understanding of n-Tier application architecture concepts
·  SQL2008/2012/2016 Database setup and administration
·  SQL DBMS interface and integrated tools
·  Cloud platforms such as Azure and Amazon Web Service
·  Web platforms such as IIS, WebSphere, Azure Web Apps
·  Configuration of monitoring tools including OMS
·                                                 AND

·  Windows 2012/2008 server O/S
·  Unix/Linux, preferable RHEL.
·  Ability to read and understand code (Code-competency) for diagnosis, escalation to tier 4 teams
·  Knowledge of troubleshooting tools and techniques related to networks and systems i.e. remote access tools, Windows Support tools, connectivity tests, etc.
·  Creation of simple queries, running pre-defined scripts, configuration, security, and interpreting logs and traces.

·  Team management experience including direct supervision, hiring and mentoring
·  Experience with Operations, Customers and Employee management imperatives
·  Effective negotiation skills and demonstrated effectiveness in dealing with enterprise customers.
·  Proven ability to handle difficult and sensitive situations involving the most critical and politically charged situations is also a requirement.
·  Good analytical skills - understanding data/ numbers and hands on experience on MS Excel pivots etc.
·  Incident Management, Problem management, Change management, ITIL, Global incident manager

Desired technical experience & qualifications
·  Experience with ServiceNow or other enterprise case management tools
·  Experience with Implementing/Supporting and providing training on enterprise class tools
·  Experience in working with DevOps and Continuous integration
·   
Good to have skills

·  PowerShell scripting
·  Configuration management: Ansible, Puppet, Chef
·  Continuous integration: Jenkins, Teamcity
·  Version control tools: GIT, subversion
·  Cloud infrastructure: Azure, AWS
·  Exposure to agile methodology
Supervision Responsibilities:
·  Actively participate in the firms’ performance management and development process co-developing AnnualPlans with appointed counselees.
·  Operate in a leadership capacity with the ability to coordinate and delegate tasks to others in a team environment, while performing hands-on activities as well
·  Provide advice and guidance to colleagues where required
·  Act as escalation point and provide coaching for staff on complex issues
·  Act as point person and/or L3 representative for certain task teams or initiatives
·  Possess a competency level of  'Proficient' or higher in the applicable EY core competencies for the Supervising Associate rank
·  Demonstrates proficiency in verbal and written communication deemed appropriate for level
·  Other activities deemed supervisory in nature
Other Requirements:
Requirements of this role;
·  Participate in an on-call rota providing global coverage if necessary.
·  Travel may be required
·  Flexibility in scheduling with a willingness to work extra non-standard hours
·  Ability to work well within a multi-disciplinary team structure, but also independently
·  Ability to grasp, communicate, and occasionally develop processes for use by various teams. Strong interpersonal and verbal and written communication skills
·  Ability to meet agreed deadlines, with demonstrable Productivity (Incident Completions etc.)
·  Culturally diverse and inclusive.(statement)
·  Required to work in a virtual Environment
Job Requirements:

Education:
·  Degree in Computer Science or related discipline.
·  Further or Higher education standard qualification.
·  Fluent in English language, written and verbal
·  Other key languages as required
Experience:
·  7+ years in Cloud infrastructure management
·  3+ years team leadership/management including hiring and mentoring

Certification Requirements:
Desirable qualifications (including country equivalents);
 ITIL Foundation Certificate in IT Service Management 

Note:This job description is intended as a guide to reflect the principal functions of the job.  However, it is not an all-inclusive listing of the required job functions and functions may vary depending on the particular geographic location of the job and/or the manager.  Further, the job description is subject to change at the discretion of management.