EY TechOps-DE-SNOW-TechLead-M1 

India, Uttar Pradesh 

26662542

The opportunity

• The Operations Delivery Manager will build strong and effective relationships in order to keep the team focused on delivering value to the client.
• Expected joining date Immediate.
• Experience: 10-12 years’ experience

Your key responsibilities

• Manage the L2 & DevOps team to provide Maintenance and Operations services to the client.
• Undertake proactive day to day management of operations queues (incidents, fulfilment tasks & service requests)
• Ensure team complete critical activities such as start, middle & end of day checks.
• Be proactive, getting technically involved where required.
• Manage the team members to be focused on delivering value to the client and maximize staff productivity by minimizing meetings and maximizing valuable engagement.
• Manage team’s workload, review, and approve timesheets for Maintenance and Operations staff, and ensure the utilization is high.
• Actively manage application specific enhancements/defects.
• Plan & manage platform upgrades (up to two per year)
• Produce weekly & monthly service review reports to highlight risks, key decisions & progress.
• Highlight any risks and issues observed to the team.
• Work with the management team to assist with tracking & escalation of issues.
• Monitor and drive issue resolution and escalate out of line situations.
• Work consultatively with stakeholders and retain focus.
• Identifying areas for additional services that could provide the customer.
• Represent professionally and keep up to date with training and governance requirements set by the team.
• Minimum 8+ years of hands-on experience on the below ServiceNow modules (Recommended):
  • Must Have: ITSM, CMDB, Service Portal, CSM, Custom Applications, ServiceNow Family Upgrades, ITIL Foundation
  • Good to have: HRSD, ITOM, Discovery, IRM, SecOps

Skills and attributes for success

• Experience of taking ownership for core ServiceNow module delivery with minimal management support
• ServiceNow administration experience (ideally certified)
• ServiceNow platform upgrade experience (ideally in a management position)
• Service Management IT industry knowledge, ITIL aware (Foundation minimum)
• Strong stakeholder engagement skills (including negotiation/mediation)
• Strong customer focus and service attitude.
• Servant leadership approach
• Strong personal organisational skills
• Excellent communication skills
• Empathy to understand issues from both the customer viewpoint and from individuals within the business, and to respond appropriately.
• Ability to initiate action – seize opportunities to put ideas into action.
• Strong in following technologies (minimum 5+year hands on experience on the below mentioned tech stack).
• Java, Java Script
• RESTful Webservices
• Angular JS
• HTML, CSS, SOAP, REST
• API handling

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations – Argentina, China, India, the Philippines, Poland and the UK – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

• Continuous learning : You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you : We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership : We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

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.