GDS - MST IT Infrastructure Support Analyst

Job description

About Program Mercury

Mercury is a large, multi-year, enterprise-wide process transformation that will replace more than 1400 EY business systems and related processes with an integrated, SAP centric platform that will standardize and harmonize activities throughout the organization and significantly improve how EY manages its business. Mercury is a key enabler of EY’s Vision 2020+, directly supporting the efforts of a number of transformation initiatives across the Firm by streamlining the application portfolio, reducing operating costs and providing  a platform to deliver services more efficiently.  

The Mercury solution is built upon the very latest of technologies (Portal, Mobile, SaaS) and a variety of hosting models (Cloud, Vendor and Internal). The SAP footprint is comprehensive, and the non SAP components are varied. The user base at the final rollout is in excess of 200k.

About the Mercury Support Team (MST)

As an organization jointly owned by the business and Technology, the MST is a centralized and global organization which will provide operational support for the delivered Mercury solution and support the Mercury user community. The MST plays an integral role in governance of the Mercury solution and the global template from both a business and Technology perspective and will evolve to work closely with the business in enabling the benefit and value to be realized from the investment in Program Mercury and to set the future direction and technology road map to support Vision 2020+.
The Technology Workstream is one of the six core functions of the MST. Within the technology stream the service delivery management  function will provide an appropriately resourced and skilled organization that will:

·  accept the delivered Mercury solution from the Program and provide integrated, seamless functional and technical support
·  take accountability for the delivered Mercury solution and deliver services, in line with defined service targets, to the Mercury user community
·  act as the single point of contact for vendors delivering support services across the integrated Mercury application landscape
·  enabling the Program Team to focus on the continued deployment of the global template and ongoing localization requirements.

Job Summary

The Senior resource is responsible for coordinating environment activities for Prod and Non-Prod environments. The role involves ticket management and execution, on-call rotation, troubleshooting of different areas like applications, OS, DB, Network and any other areas of the supporting infrastructure. This role exists within the wider MST Environments Management function and reports to the MST Lead Environment Coordinator. The candidate will need to be proactive and tenacious, working with other teams to expedite requests. The Mercury landscape currently includes 15 environments supporting a variety of activities and teams.

Purpose of the Job:

·  Responsible for maintaining the latest and greatest in technology but without losing stability for MST across all environments
·  Ensure Service Requests (SR), Changes, Incidents and Problems flow through their defined phases and teams
·  Coordinate group chat sessions and/or conference calls to assist with troubleshooting
·  Manage information and create support documentation for environment management processes
·  Manage ticket queues to ensure SLAs are met
·  Provide reporting about systems statistics
·  Manage monitoring and alerting 

Analytical/Decision Making Responsibilities:

·  Determine when to escalate to management as opposed to following scripted procedures, depending on the seriousness of the anomaly
·  Contact Process Experts where SRs represent a design change
·  Identify impact of Incidents and ensure they’re managed appropriately by the Support teams, escalating as necessary
·  Support applications teams as necessary with apps such as BODS, ICC, IS, Winshuttle, etc

Experience and Skills Requirements:

·  Mandatory
·  Excellent English language skills (verbal and written).
·  Excellent people skills.
·  Basic awareness of different cultures and working practices across the regions.
·  Experience in working as part of a diverse and geographically dispersed team.
·  Proactive abilities to minimize incidents on the environments and understanding of short and long term environment strategy
·  Experience working in an Operations environment.
·  Coordination of troubleshooting on applications, OS and DB
·  ITIL Base Knowledge
·  Virtualization
·  Optional
·  Networking
·  Storage like NAS and SAN
·  Linux
·  Power Scripting
·  Citrix
·  SharePoint What we look for

We look for high performers, who consistently deliver quality work while continually looking for ways to improve. We want you to have a clear sense of personal and professional accountability, and know how to build relationships by doing the right thing. We look for people who demonstrate drive, vision and determination and are passionate about helping our clients achieve their goals.

We want people who understand the challenges of working in a professional services environment, and are focused on achieving and delivering the best for our clients.

What working at EY offers

We offer a competitive compensation & benefits package and different rewards program like travel opportunities, awards & recognitions, loyalty awards.

EY is committed to doing its part in building a better working world, thus, the organization promotes continuous learning and development opportunities by providing in-house technical and supplemental training related to each role, as well as promoting developmental programs, such as mentoring activities, projects, and the like, which will aide in our employees’ succession planning and career advancement.

Talk to anyone at EY and they’ll tell you what a rewarding place it is to work. As you collaborate with colleagues in our high-performing teams, you gain exposure to some of the most complex and stimulating situations in the business world.

For us, it’s vital you share our goals — so we can work together to achieve success.

About EY

As a global leader in assurance, tax, transaction and advisory services, we’re using the finance products, expertise and systems we’ve developed to build a better working world. That starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. Whenever you join, however long you stay, the exceptional EY experience lasts a lifetime. And with a commitment to hiring and developing the most passionate people, we’ll make our ambition to be the best employer by 2020 a reality.

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.

Join us in building a better working world.

Apply now.