Application Support Team Supervisor

Job description

Technology has always been at the heart of what we do and deliver at EY. We need technology to keep an organization the size of ours working efficiently. We have 250,000 people in more than 140 countries, all of whom rely on secure technology to be able to do their job every single day.  Everything from the laptops we use, to the ability to work remotely on our mobile devices and connecting our people and our clients, to enabling hundreds of internal tools and external solutions delivered to our clients.  Technology solutions are integrated in the client services we deliver and is key to us being more innovative as an organization.

EY Technology supports our technology needs through three business units:

Client Technology (CT) -focuses on developing new technology services for our clients. It enables EY toidentify new technology-based opportunities faster, and pursue those opportunities more rapidly.

Enterprise Workplace Technology (EWT) – EWTsupports our Core Business Services functions and will deliver fit-for-purpose technology infrastructure at the cheapest possible cost for quality services. EWT will also support our internal technology needs by focusing on a better user experience.

Information Security (Info Sec) - Info Sec prevents, detects, responds and mitigates cyber-risk, protecting EY and client data, and our information management systems. 

Job Summary:


Supervision of a small team of analysts in a Level 3 Application Support team, providing operational support for a range of portfolio products. Prioritisation and escalation of workload. Close liaison with AMS Lead and Area Relationship Manager.

Daily management of incidents, Service Requests, operational maintenance and support, development support, and proactive/preventative analysis of systems. Postholder will demonstrate knowledge of key business processes, products and services, within agreed areas of expertise. Co-ordination of efforts with Application Platform and other technology teams.

Essential Functions of the Job:

The scope of this role includes but is not limited to:

·  Analysis, troubleshooting, and diagnosis of incidents 
·  Determination of root cause of incidents
·  Liaison with appropriate teams for the development of corrective actions or viable workarounds to resolve incidents
·  Installation of applications and upgrades/patches in supported environments.
·  Operational and preventative maintenance and monitoring of applications.
·  Remediation of security vulnerabilities in conjunction with other teams.
·  Effective ticket management including logging, monitoring / updating, prioritising and resolving calls within SLA
·  Maintenance of documentation surrounding Incident, Request Fulfilment, Problem and Change Management.

Analytical/Decision Making Responsibilities:

·  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.
·  Is able to plan, schedule and monitor work activities in order to meet time and quality targets.
·  Is able to absorb rapidly new technical information, business acumen, and apply it effectively.
·  Good appreciation of wider field of information systems, its use in relevant employment areas and how it relates to the business activities of the employer or client.
Knowledge and Skills Requirements:

·  Strong interpersonal, verbal and written communication skills, in English and Russian language.
·  Ability to present complex technical information to both technical and non-technical audiences
·  Demonstrable knowledge of Windows server OS, web platforms such as IIS, etc.
·  Ability to read and understand code (Code-competency) for diagnosis, escalation to tier 4 teams
·  General understanding of networking/LAN/WAN/DMZ concepts, n-Tier application architecture concepts, IT environments (Intranet, Internet DV, QA, UA, PR)
·  General understanding of various IT security concepts as they relate to production environments
·  Ability to meet agreed deadlines, with demonstrable productivity
Desired technical experience & qualifications

·  Verifiable application support experience at Level 3 tier.
·  Experience of performance monitoring tools and analysis i.e. MS PerfMon, Demonstrable experience of supporting and diagnosing/resolving incidents in shared or virtual environments
·  Experience or familiarity with Citrix platform, Terminal Services
·  An advantage would be Remedial or intermediate .code programming and/or scripting experience, Web Development, XML and Web Services, to aid triage and diagnosis of incidents.
Supervision Responsibilities:

·  Manage team workload and allocate resources appropriately, prioritise and delegate tasks to team, while performing hands-on activities as well. Act as escalation point and provide coaching for staff on complex issues
·  Act as Lead for work streams on specific tools or product reviews used across teams, leading discussions and perform tasks associated with support model development and service transition for applicable products
·  Work closely with the AMS Lead and Area Relationship Manager to agree processes, work streams, and maintenance schedules for portfolio products
·  Co-ordinate with other technical teams, managers, business, and other key stake holders when necessary, acting as product representative for EY Technology (EYT).
·  Actively participate in the firms' performance management and development process, co-developing Annual Plans with appointed counselor and counselees.
Other Requirements:

·  Respond to major incidents via monitoring alerts 
·  Able to work well within a multi-disciplinary virtual team structure, but also independently
·  Possess strong interpersonal and verbal and written communication skills in English and Russian.
·  Ability to meet agreed deadlines, showing demonstrable compliance with agreed SLA

Job Requirements:
Education:

·  Degree in Computer Science or related discipline. 
·  Further or Higher education standard qualification.
·  Fluent in English and Russian language, written and verbal
·  Other key languages as required Experience:

·  3+ years in Application Management, Operational Support environment/discipline
Certification Requirements:
Desirable qualifications (including country equivalents);

·  ISEB Certificate in Application Management Essentials
·  Level 3, 4 and 5: S/NVQ for Information / Communication Technology Professionals
·  MCITP - Microsoft Certified IT Professional
·  ITIL Foundation Certificate in IT Service Management