Incident Support Manager - EY Global Delivery Service

Job description

EY Interact Cloud Migration – Incident Support Manager

Roles and Responsibilities

·  Monitor and track the incidents post migration of on-prem SharePoint sites to Cloud
·  Ensuring post-review of priority 1 incidents
·  Classifying Incidents, logging Incident details, checking resolution with users, and answering to Service Requests
·  Chairing the incident and problem review meetings
·  Following defined escalation path when needed, as defined in the escalation policy
·  Notifying the participants in the Incident Management process when standards and procedures are not being followed
·  Rerouting misdirected incidents that have not been handled in a timely manner
·  Responding to the Incident Analysts regarding escalation issues in a timely and appropriate fashion
·  Identifying incidents which need special attention or escalation
·  Managing major incidents
·  Produce leadership reports on the incident status and timely communication to Area Leads

Skillset

·  Minimum 3 years of experience working with SharePoint applications
·  Minimum 2 years of incident management experience in a technical environment
·  Minimum 1 years Production Operations experience
·  Strong verbal and written communication skills are essential as are the ability to work in a disciplined manner and to remain composed under pressure
·  Demonstrated experience in analysis and presentation of data