29 days agoErnst & Young

Support Engineer

  • Bangalore (Bangalore Urban)
  • IT development

Job description



Job Summary:

The Incident Management Analyst operates the model for effectively managing major incidents impacting EYs client-facing environments for Client Technology. The role provides the vision and direction for improving incident resolutions by directing activities and refinements with business context. The role directs the support team’s actions in all instances of high priority and severity in accordance with the Px criteria within the Information Technology Infrastructure Library (ITIL) and oversees the evaluation of all remediation activities for proper adherence to agreed business directives. The role directs the team to ascertain overall adherence to Operational Level Agreements (OLA) as well as Service Level Agreements (SLA) as a measure of service standards.

 

The role drives the ability to transform the model to embrace the emerging Agile & DevOps model with an understanding of automation and CI/CD models. 

Essential Functions of the Job:

· 
Directs the technical coordination for Px incident management and the quality management reviews for all incidents to manage and evaluate appropriate reporting and remediation activities undertaken by the team.

· 
High Performing team culture and Boundary less teaming across EY Technology space to ensure

· 
Directs the review including the post incident reviews to bring out interim approach to improvements. Also identifies the shift left opportunities which expedites and ensures resolution closer to our customers.

· 
Teams with all adjacent teams to drive improvement for monitoring of our key business applications & services

· 
Collaborates and shares knowledge across Technology teams, Technology Vendors and EY to mature the Outage Management Service to be Best in Class

· 
Acts in accordance with government and other specific regulations and procedures on matters related to privacy and confidentiality of individuals/process with regions

·  Coaches & Develops team to achieve success with regional and global models

 

Analytical/Decision Making Responsibilities

· 
Ability to make appropriate technical decisions regarding service restoration i.e. rebooting servers, engaging other teams, etc.

· 
Creative thinking with regards to process improvement i.e. work efficiencies, automation on systems, etc.

· 
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

· 
Plan, schedule and monitor work activities to meet time and quality targets

· 
Absorb rapidly new technical information, business acumen, and apply it effectively

 

 

 

Knowledge and Skills Requirements:

 

· 
General understanding of networking/LAN/WAN/DMZ concepts – load balancers, active directory,

· 
Knowledge on Microsoft Azure (: PaaS, SaaS and IaaS)

· 
Knowledge of troubleshooting tools and techniques related to networks and systems i.e. remote access tools, Windows Support tools, connectivity tests, etc

· 
knowledge of troubleshooting web platforms such as IIS, WebSphere, etc.

· 
Knowledge of and ability to troubleshoot data feeds to and from a variety of sources

· 
Creation of queries, running pre-defined scripts, configuration, security, and interpreting logs and traces.

· 
Experience with performance monitoring tools and analysis i.e. MS PerfMon

· 
General understanding of various IT security concepts as they relate to production environments.

· 
Maintain and Develop good knowledge on the regional and global infrastructures, application technology and CT’s overall technical operating environment to support proper recognition and impact of service

· 
 Possesses an advanced knowledge in Major Incident Management and specifically the Priority and Severity (Px) criteria to recognize the impact and aligned criteria to scale an Incident up to and including P1S1’s (Major Incidents). Recognizes where criteria is met and leadership escalation is needed

· 
 Manifests a strong analytical and problem-solving ability to negotiate complex and conflicting issues, handle ambiguity as well as multiple and shifting

· 
 Adapts communication style to suit the situation. Develops rapport and remains calm under pressure. Builds strong relationships across all levels of a matrixed, geographically and culturally dispersed organization utilizing advanced oral and written English communication skills. 

 

Supervision Responsibilities:

The role is additionally required to influence manage others within IT as part of conveying and enforcing best practices and change management directives.

 

Other Requirements:

The role may also require the periodic allocation of additional time on the job to support multiple demands and escalating issues or to accommodate teams or staff in other time zones

 

Education:

·  Degree in Computer Science or a related discipline

Experience:

·  Over 8+ years’ experience of ITIL Major Incident Management with a background to tailor the traditional operate model to suit the Agile & DevOps model

 

 

Certification Requirements: 

·  ITIL Maters would be ideal and additionally on Agile (Scrum/Kanban) model would be advantageous