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Location : Bengaluru, Karnataka
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Job Description : 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.
Service Tooling Lead
(Enterprise Service Management)
Rank: Associate Director
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.
Fueled by strategic investment in technology and innovation, Client Technology seeks to drive growth opportunities and solve complex business problems for our clients through building a robust platform for business and powerful product engine that are vital to innovation at scale. As part of Client Technology, you’ll work with technologists and business experts, blending EY’s deep industry knowledge and innovative ideas with our platforms, capabilities, and technical expertise. As a catalyst for change and growth, you’ll be at the forefront of integrating emerging technologies from AI to Data Analytics into every corner of 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
The selected candidate will:
Be responsible for the development of a Service Management Tooling Approach, Strategy, Deployment & Maintenance plan leveraging “best practice” tooling, Automation, Artificial Intelligence, Robotics, and shift left technologies.
Support and enable an end-to-end Service Delivery Management capability for all Systems & Services that ensures an effective and efficient service for each application or service.
Be responsible for delivering to the SLA’s, OLA’s, and contractual commitments and act as a key enabler for the success of other complementary support functions.
Ensure the smooth, on-going operation and support for a portfolio of complex solutions and is responsible for their successful deployment to the user communities
Be responsible for the running, maintenance, and support of technology projects post-transition, being accountable for the quality of support
Drive the development and implementation of processes and approaches to ensure quality standards of support engineering activities
Develop trusted relationships with senior business stakeholders to gain an in-depth understanding of key business processes, products and services, and influences others to ensure business case and customer satisfaction goals are met
Your key responsibilities
Deploy and maintain tooling to deliver standardised, reliable, best in class support services in a manner that meets our contractual obligations and delights our customers and clients.
Proactive investigation into tooling to support further effectiveness and efficiencies in the EY support capability through existing and new tools and technologies.
Support for the development and deployment of a cohesive “best practice” end to end Service Delivery capability for all Systems & Services.
Support team effectiveness through clear Accountabilities, effective Communication, adherence to and advocacy for Quality & Compliance.
Responsible for the on-going management of existing development and related pre-production environments for multiple, complex solutions, setting priorities and expectations with regards to delivery timing, resource requirements and monitoring outcomes
Contributes to business cases and ROM estimates for multiple, complex projects and performs financial management functions including monthly forecasting, annual budgeting, reviewing and approving invoices and identifying cost savings
Manages operational support service providers to assure internal and external providers are meeting service level agreements and performance metrics
Manages and oversees the assessment, analysis, planning and design of release packages, including assessment of risk and delivery of post release reviews
Develops long-term, trusted relationships with senior stakeholders to gain an in-depth understanding of products, services and key business processes and utilized deep business knowledge to oversees activities of multiple teams to provide project engineering deliverables in alignment with business requirements
Skills and attributes for success
Highly advanced understanding of technology including networks, storage systems, servers, operating systems, applications, database and web platforms
Demonstrates in-depth knowledge of key business processes, products and services, within agreed areas of expertise and is able to provide input and advice to key stakeholders, such as Product Owners, business sponsors and Service Delivery Managers on complex queries
To qualify for the role, you must have
Significant practical experience of leveraging “best practice” support toolsets including Automation, Artificial Intelligence, Robotics, and shift left technologies in support of a Service Management capability.
More than 10 years of relevant work experience
Extensive relevant experience in either an internal or external support engineering role, or similar, with highly advanced technical knowledge in assigned specialism
Extensive service experience with modern technology understanding including cloud service, virtual networks/systems
Considerable experience working virtually in a globally dispersed team
Considerable project management, financial management, supplier management, and stakeholder management experience in an engineering / support environment
Proven experience adhering to strategic operational plans and translating them into actionable roadmaps
Ideally, you’ll also have
Experience working with ServiceNow or similar tool.
Experience working Agile/Scrum environment preferred.
Experience working in Dev Ops organizations preferred.
Experience in ta professional services industry preferred.
Experience working in TFS and TFS Release Management is preferred.
Project management certification is preferred (PMI/CAPM or PMP, PRINCE2).
Familiarity with ITIL v2 or 3 would be advantageous
What we look for
A self-starter, independent-thinker, curious and creative person with ambition and passion
What working at EY offers
We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions. Plus, we offer:
Support, coaching and feedback from some of the most engaging colleagues around
Opportunities to develop new skills and progress your career
The freedom and flexibility to handle your role in a way that’s right for you
EY is committed to being an inclusive employer and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service whilst allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance.
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.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

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By Richard