Production Support

Job description

Job Summary:

The Assurance Product and Business Enablement Manager is responsible for business-level communication and coordination of activities in support of incident resolution, release management, Disaster Recovery, and other Assurance product implementation and maintenance tasks as assigned. This Manager is part of the Assurance Technology organization and teams extensively with the firm’s Global and Area-level Digital Audit Enablement (DAE) Teams, and Assurance Client Technology (CT) and Enterprise Workplace Technology (EWT) organizations. It is anticipated that this role will be largely focused on the firm’s EY Canvas product.

 

The responsibility of this role is to conduct the above activities and to provide EMEIA time zone based coverage to support the Assurance Product & Business Enablement Leader who is based in the U.S.

 

TheAssurance Product and Business Enablement Managerwill be responsible for the following during his/her shift:

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Full lifecycle Incident management support

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Full lifecycle Release management support

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Software package deployment coordination

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Participation in Disaster Recovery (DR) exercises

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Facilitating responses to EY Technology security policy & control inquiries

· 
Contributing to the maturation of key Technology operational processes impacting the Assurance platforms

Developing and maintaining relationships with the Global and Area DAE networks, Assurance CT teams, and the Infrastructure and Operations teams within EWT.

 

Essential Functions of the Job:

 

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Participate in all critical and high-priority incident resolution calls for assigned product(s), including troubleshooting, resolution confirmation, and root cause investigation and remediation activities. Communicate application & infrastructure incident details to Global & Area-level business leaders throughout the full lifecycle of the incident.

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Monitor & report on trends in incident ticket volume and time-to-resolve metrics, customer satisfaction levels and overall service delivery excellence for assigned product(s). Facilitate the resolution of escalated incident tickets.

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Coordinate application & infrastructure maintenance windows with Global and Area-level business leaders, including determining dates, times, local (country) resources need and obtaining business approvals.

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Support Transition Team activities associated with the deployment of software packages to end users, including coordination of deployment windows, phasing, deployment test participants, package deployment issue resolution and progress reporting.

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Participate in DR exercises for assigned product(s), including the coordination of DR test dates & times with Area-level business leaders, communicating DR exercise status to Global and Area-level business leaders during the exercise, and acting as the Product Team Lead representative for specifically assigned DR test exercises.

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Collaborate with EY engagement teams to facilitate the response to client inquiries regarding EY IT security policy and controls.

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Facilitate the successful transition of portfolio solutions through to Production, ensuring area-level business readiness criteria are met. Participate in Assurance Infrastructure planning processes.

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Evaluate, identify and help drive continuous improvement in EY Technology delivery capabilities and effectiveness.

·  Serve as the escalation point for high-visibility application and infrastructure incidents impacting the Americas, EMEIA, Asia-Pacific, and Japan Areas. Work with Digital Audit Enablement (DAE) leads on the business-side to ensure timely incident resolution.

Analytical/Decision Making Responsibilities:

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Must be able to work within a matrix organization – balancing the needs of the customer against firm initiatives and goals. 

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Must make decisions, negotiate with customers and overcome obstacles.

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Identify, manage and resolve complex risks and issues, preventing escalations, where possible.

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Manage, negotiate and resolve program risks effectively.

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Demonstrate, by example, in-depth knowledge of the EY competency principles and practices, including coaching, teaching and mentoring

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Think strategically and identify opportunities for optimization.

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Leader and team player – sets example for team leads, managers, analysts and others to follow.

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Create an open, honest, accountable and collaborative team environment that aligns with EY’s values.

Knowledge and Skills Requirements:

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Proven track record of delivering technology application & infrastructure, capabilities, services and increased stakeholder satisfaction in IT infrastructure delivery for large global organizations.

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Strong domain knowledge in complex global infrastructures.

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5+ years of project delivery and client relationship management in a technology environment.

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Solid business acumen and ability to negotiate to find win-win resolution to conflicts that arise.

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Solid customer orientation and able to manage customer expectations.

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Ability to develop plans and translate them to actionable roadmaps.

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Strong track record of managing resources.

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Initiates, builds and maintains productive customer relationships.

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Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change.

Supervision Responsibilities:

The Assurance Product & Enablement Manager is specifically responsible for delivering quality, timely and appropriately transparent results to the Program plans and needs.

Frequency of Supervisory Contact:

The Assurance Product and Business Enablement Manager is expected to conduct regular 1:1 briefings with direct reports if assigned, and participate in regular Assurance Program team meetings, on an on-going and regular basis.

Other Requirements:

Due to the need for this role to be available outside of normal hours for team participation in any EY Canvas issue that occurs globally, non-standard work hours are the norm rather than the exception. As such, there is little-to-no benefit of tying this role to a specific EY location. This can be a field-based position. When the Business & Enablement Leader is in the office and working, responsibilities can be managed between the EMEIA and Americas shift. When the Business & Enablement Leader is travelling, on vacation or OOO for any other reason, this role assumes responsibility for covering 24x7 availability for outages.

Job Requirements:

Education:

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A degree in Computer Science and/or a business related degree; or 10+ years of equivalent work experience.

Experience :

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7+ years in the corporate IT workplace leading application and infrastructure programs for global organizations.

· 
Work experience in a professional services industry preferred.

Language Requirements:

· 
Fluent English speaker

Certification Requirements:

· 
Project Management Professional (PMP) certification preferred.