EY Talent Application Maintenance Support Lead-Supervising Associate 

India, Kerala, Thiruvananthapuram 

555610450

Together with the AMS Lead:

• Own and be the SPOC for application managed service for a particular portfolio, sub-portfolio or application
• Governs and provides guidance to the teams for the applications in that portfolio
• Work with TCS Support Manager/Support team for any issue resolutions
• Vendor Management – relationship, monitor delivery, metric compliance and overall customer satisfaction
• Provide SLA exceptions (if any)
• Liaison to the Business; Single point of contact for IT Service Delivery and Technology groups
• Management of Support Budget (Hosting, Software)
• Project intake and demand management
• High Priority support ticket management/ attendance / Escalations
• Required 24/7 on-call support ( e.g. escalations, vacation, holiday, weekend coverage)
• Managing SAP SuccessFactors project life cycle implementation and integrations
• Working in a corporate IT environment with multiple disciplines to deliver projects in line with customer needs
• Working in a corporate IT environment in the Operational / Support Service Management role meeting ITIL framework
• Review technical program/code (Sql*Server,.NET, ASP, SSIS, SAP HANA) to proactively identify production and performance issues

Analytical/Decision Making Responsibilities:

• Challenge/hold the AMS delivery team to account
• Must be able to work within a matrix organization – balancing the needs of the service line against firm initiatives and goals
• Must make decisions, such as prioritize relationships to develop, negotiate with customers and overcome obstacles
• Identify, manage and resolve complex issues, preventing escalations, where possible
• Manage, negotiate and resolve project risks effectively
• Demonstrate, by example, in-depth knowledge of the EY competency principles and practices, including coaching, learning and mentoring
• Leader and team player – sets example for project managers, business analysts and others to follow
• Create an open, honest, accountable and collaborative team environment

Knowledge and Skills Requirements:

• High level understanding of service line business processes and application landscape.
• Effectively navigating EY matrix
• Relationship management (internal & external stakeholders)
• End to end understanding of IT life cycle (pipeline, resource, demand, project delivery, financial)
• Champion of ITIL Support processes and their implementation
• 5+ years of application services and/or client/supplier relationship management in a technology environment
• Good business acumen and ability to negotiate with business partners
• Strong customer orientation and able to manage customer expectations
• Good executive presence
• Ability to develop strategic plans and translate them to actionable roadmaps
• Good financial and people leadership skills
• Initiates, builds and maintains productive customer relationships
• Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change
• Knowledge and experience ORACLE and SQL*Server DB skills
• Knowledge of windows OS, Linux, SQL and windows Domains
• Knowledge of Infrastructure Support
• Business Analysis experience
• Basic understanding of data modelling
• Basic project management skills. Demonstrates strong understanding of scope, schedule and planning, time management, resource management and cost management.
• Knowledge of accounting and financials

Supervision Responsibilities:

• No direct reports
• Working relationships (daily) with EY ITSD and AMS Lead
• Working relationships (daily) with TCS AMS team
• Liaison to the Business for that Portfolio / App
• GIS Liaison

Other Requirements:

• International travel may be required
• Fluent English speaker

Job Requirements:
Education:

• A degree in Computer Science and/or a business related degree; or equivalent work experience

Experience:

• 3+ years of engineering/development experience utilizing high level programming languages ( 3rd or 4th generation) like ASP .Net / SQL / C# / HANA/ SAP SuccessFactors.
• 5+ years in a corporate IT environment working with multiple disciplines to deliver projects in line with customer needs
• 5+ years in a corporate IT environment working in the Operational / Technical Support Service Management / DevOps role meeting ITIL framework
• Significant experience in a customer service role and business management role
• Work experience in a professional services industry, preferred

Certification Requirements:

• Certifications in the following industry practices would be a plus (ITIL, BPM, etc)
• SAP SuccessFactors Certification

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