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.
The Major Incident Manager / Outage Manager is a critical role responsible for managing and resolving high-impact incidents that affect the services and operations of our organization.
The individual in this position will be expected to lead and coordinate the response to major incidents, ensuring minimal disruption to business operations and maintaining communication with all stakeholders throughout the incident lifecycle.
The ideal candidate will have a strong background in IT service management, exceptional problem-solving skills, and the ability to work under pressure.
If you have the experience, skills, and certifications required, and are ready to take on this challenging yet rewarding position, we encourage you to apply.
Key responsibilities Work collaboratively across IT Services to ensure that Major Incidents are identified consistently, managed efficiently, and service restored as quickly as possible.Lead the process of Major Incident management from detection to resolution and post-incident review.Quickly identify and classify major incidents based on severity and impact to the business.Mobilize and lead the incident response team, which may include IT support staff, developers, network engineers, external vendors, management, business and other relevant personnel.Communicate effectively with all levels of management and stakeholders during major incidents.Keep all stakeholders informed about the status of the incident, actions being taken, and expected resolution times.Write high quality incident/outage communications.Ensure that the necessary resources and personnel are available and allocated efficiently to resolve the incident.Act as a bridge between technical teams and business stakeholders.Know when to escalate the incident to higher levels of management or to external vendors.Keep detailed records of the incident's timeline, actions taken, resources used, and any communications sent out.Conduct thorough analysis after the incident has been resolved to identify root causes and develop improvement plans.Continuously review and improve incident management processes and procedures.Provide training and guidance to the incident management team and other relevant staff.Develop and maintain the Major Incident Management Plan.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 Proficiency in ITIL practices, particularly in incident management and response procedures.A strong understanding of IT systems, networks, and applications.Excellent verbal and written communication skills.Ability to lead and motivate a team under high-pressure situations.Demonstrable ability to lead bridge calls related to high impact incidents.Strong analytical and problem-solving skills.Capable of making critical decisions rapidly.Resilience and the ability to remain calm and focused under pressure.Proficient in organizing resources and managing time effectively.Understanding of customer service principles.Commitment to learning from incidents.Good understanding of ServiceNow or similar ITSM tool.Ideally, you'll also have Excellent English language skills (verbal and written).Excellent communication, collaboration and basic project management skills.Good presentation skills.Excellent awareness of different cultures and working practices.Proven experience in working in diverse and geographically dispersed teams.What we look for A minimum of 5+ years of industry experience in a Major Incident Management or Outage Management role.Flexible work schedule, including availability to work outside of standard business hours.Willingness to be on-call to respond to high-priority incidents.Bachelor's degree in computer science, Information Technology, or a related field.What we offer As part of this role, you'll work in a highly integrated, global team with the opportunity and tools to grow, develop and drive your career forward.
Here, you can combine global opportunity with flexible working.
The EY benefits package goes above and beyond, focusing on your physical, emotional, financial and social well-being.
Here's a snapshot of what we offer:
Continuous learning: You'll develop the mindset and skills to navigate whatever comes next.Success as defined by you: We'll provide the tools and flexibility, so you can make a meaningful impact, your way.Transformative leadership: We'll give you the insights, coaching and confidence to be the leader the world needs.Diverse and inclusive culture: You'll be embraced for who you are and empowered to use your voice to help others find theirs.Please apply to this role only through the 'Apply' link (not through the local office).
Your application will then be routed to the appropriate recruiting team. The exceptional EY experience.
It's yours to build. EY | Building a better working world EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.
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