The Incident Management Center Lead builds and 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:
Builds & directs the capability for EY’s Incident Management team, which includes Foundations Support, Service Desk, BOT Control room and adjacent engineering teams with focus on identifying and repairing EYs critical business applications/services
Build and Run an effective engagement model with business stakeholders to gather feedback and evolve as a trusted partner from a technology side
Build & Run a business centric team with the right blend of business acumen and infrastructure technology skills to operate in the Outage Management
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.
Plans and refines the 24/7 operating model to ensure optimum attention to incidents and escalations
Provides the technical leadership and oversight required to enhance or amend our established processes in incident, problem and change management by collaborating with Enterprise Service Management team
Accountable for building key KPIs to measure service performance which includes MTTR target metrics. Refine targets on Productivity, Quality & Compliance from time to time to ensure a continuous improvement cycle to enhance the business experience from technology
Teams with all adjacent teams to drive improvement for monitoring of our key business applications & services
Leads direct reports and other members of adjacent support teams to the highest level of performance, selects staff for hiring, conducts performance reviews and directs the alignment of responsibilities to ensure 24x7 coverage with business continuity principles
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
The role requires a high level of analytical acumen and solution orientation to influence and guide technical oversight efforts to avoid potential financial and operational risks to IT and EY’s customers. The role possesses advanced critical thinking skills and the ability to quickly identify and understand where there are gaps in the incident management model and communicate, propose or direct changes.
The role requires interactions with Senior Executives both in Technology and end customers; this will require excellent business acumen and an ability to gain commitment & trust. Emotional quotient needs to be high with an ability to depict situational leadership and absorb pressure during crisis.
Knowledge and Skills Requirements:
Maintains advanced interpersonal and collaborative skills to engage strategically with peers and other senior executives of the firm, in cross business discussions
Uses these communication skills to challenge insightfully, to direct improvements and remediation to processes, propose credible options as solutions
Projects well-defined consultative skill to conduct effective questioning to break down complex issues into core elements, formulate appropriate ideas and negotiate those ideas clearly and concisely to advance a cooperative engagement by all levels of the organization including senior and/or executive management.
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.
Resolves team conflicts with a proven aptitude to implement & communicate difficult decisions as well as provide individual or team mentoring as appropriate.
The role is assigned staff oversight of both direct leads and adjacent support teams during incidents and requires seasoned management skills inclusive of recommending staff to hire, setting objectives and reviewing accomplishments, coaching for success and counselling for improvement. Assigned staff may be remote based and/or in a work from home setting that will require distance management skills across locations, cultures and time zones. The role is additionally required to influence manage others within IT as part of conveying and enforcing best practices and change management directives.
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.
Degree in Computer Science or a related discipline
Approximately 12+ years working in a management position within Information Technology in a global company/firm
Over 5 years’ experience of ITIL Major Incident Management with a background to tailor the traditional operate model to suit the Agile & DevOps model
ITIL Maters would be ideal and additionally on Agile (Scrum/Kanban) model would be advantageous
EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.