EY Incident Management Lead 

India, Kerala, Kochi 

553967587

Your key responsibilities

• Process lead – Incident Manager will ensure that all MST teams execute Incident processes in compliance with defined quality standards
• Ticket Backlog and Ageing Management – Incident Manager will ensure that ticket ageing is managed on an ongoing basis and to co-ordinate action plans for excessively aged items or items which required a degree of ownership and co-ordination
• Post Incident Review – Incident Manager will review items where KPIs are not met and work with the teams to analyse reasons for non-compliance and agree improvement plans
• Incident Manager to drive monthly service reviews with Product Line leaders, Service Delivery Managers and Vendors
• Deliver training for new joiners and ad-hoc as required on Incident and ticket handling processes
• Ensure process documents are maintained in line with EY Technology and MST standards

Skills and attributes for success

To qualify for the role you must have extensive knowledge and experience of ITIL

IT Service Management processes preferably in a global support organization.

Experience of managing service delivery performance and compliance through agreed metrics and service levels

Ability to communicate effectively across a complex and diverse group of stakeholders

Strong data analytics skills to identify the most important areas to focus on.

Ideally, you’ll also have a knowledge of SAP technologies and experience with ServiceNow ITSM suite. Experience with ServiceNow reporting and PowerBI or other data visualisation technologies would be advantageous.

What we offer you

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.