06 mar
OCASA
Buenos Aires
Global Outage Management - Assistant Director - Ey Global Delivery Service
Major Incident Manager
At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.
Location: India/ Argentina/ Philippines
Rank: Supervising Associate
Reports to: Global Lead for Major Incident Management
EY is a global leader in assurance, tax, transaction and advisory services. Technology is at the heart of what we do and deliver at EY.
Technology solutions are integrated in the client services we deliver and are key to our innovation as an organization. Fuelled by a US$1.5+B investment in technology and innovation, EY is primed to guide clients in their efforts to drive sustainable growth, create new value, and build new and better ways of working. As part of Enterprise Technology, you’ll be at the forefront of integrating technology into what we do at EY. That means more growth for you, exciting learning opportunities, career choices and the chance to make a real impact.
The opportunity
EY’s global enterprise technology group provides various enabling services (ERP, infrastructure, platforms, service desk) to assist over 300K employees in creating and delivering solutions and services to Fortune 500, privately held and government-like entities.
Key responsibilities
1. During a major incident work collaboratively across IT Services to ensure that Major Incidents are identified consistently, managed efficiently, and service restored as quickly as possible,
minimizing the impact to the business and managing the lifecycle of all Major Incidents.
2. Lead the process of Major Incident management from detection to resolution and post-incident review, ensuring timely participation of stakeholders and quick resolution minimizing the impact to the business.
3. Quickly identifying and classifying major incidents based on severity and impact to the business.
4. Mobilizing and leading the incident response team, which may include IT support staff, developers, network engineers, external vendors, management, business and other relevant personnel.
5. Communicate effectively with all levels of management and stakeholders during major incidents.
6. Keeping all stakeholders, including management, IT teams, and potentially customers, informed about the status of the incident, actions being taken, and expected resolution times.
7.
Write high quality incident/outage communications with zero defect.
8. Ensuring that the necessary resources and personnel are available and allocated efficiently to resolve the incident as quickly as possible.
9. Acting as a bridge between technical teams and business stakeholders to ensure clear understanding and communication of technical issues and their business implications.
10. Knowing when to escalate the incident to higher levels of management or to external vendors for additional support.
11. Keeping detailed records of the incident's timeline, actions taken, resources used, and any communications sent out during the incident management process, in accordance with EY’s Incident Management policies and procedures.
12. Conduct thorough analysis after the incident has been resolved to identify root causes, document lessons learned,
and develop improvement plans to prevent recurrence.
13. Continuously reviewing and improving incident management processes and procedures based on insights gained from past incidents and industry best practices.
14. Providing training and guidance to the incident management team and other relevant staff to ensure they are prepared to respond effectively to future incidents.
15. Develop and maintain the Major Incident Management Plan and ensure it is followed during incidents.
Skills and attributes for success
This individual should possess a combination of technical skills, analytical abilities, and leadership attributes.
To qualify for the role you must have
1. Proficiency in ITIL (Information Technology Infrastructure Library) practices, particularly in incident management and response procedures.
2.
Excellent verbal and written communication skills to coordinate with internal teams, stakeholders, and possibly customers during major incidents.
3. Ability to lead and motivate a team under high-pressure situations, ensuring efficient incident resolution and maintaining team morale.
4. Demonstrable ability to lead bridge calls related to high impact incidents and collaborate with stakeholders at all levels with an aim to restore services as soon as possible.
5. Strong analytical and problem-solving skills to quickly assess incident reports, identify root causes, and determine the most effective course of action.
6. Capable of making critical decisions rapidly.
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