Ernst &Young Job Description
Assurance Support Preparation Lead
Job Summary :
As part of Client Technology Global Assurance, the Assurance Production Support & Service Management team provides production L3 & L4 support for the Assurance service line application suite and infrastructure as well as Transition Management services and project delivery support.
A key part of this responsibility is to ensure that all new application releases, migrations and Infrastructure changes go through a standard set of operational readiness guidelines.
The Assurance Support Preparation Lead is responsible for ensuring smooth delivery of Assurance Technology solutions to production.
The role requires excellent organization skills knowledge of infrastructure, solution delivery, and monitoring skills in Application Dynamics, SCOM, and Azure.
The role will serve as an interface between the Develop teams and the Production Support teams. A technical knowledge of project management and implementation related stages, i.
e. initiate, plan, execute, monitor and control and close software deployments is required. Proficiency in related processes such as build management, implementation planning, deployment readiness, DevOps, and production support is also required.
The role requires high level working knowledge of interpreting the application code that is deployed and any potential impacts prior to deployment into Production as well as understanding of monitoring and actioning alerts.
The role will also have responsibility to lead and manage any new application migration into assurance. This includes analyzing / aligning the infrastructure, required monitoring and associated support processes.
The role must have excellent stakeholder relationship management skills to successfully lead and manage project support and deployment teams to successfully deliver technical solutions to our customers.
Experience managing production deployments including issue, risk, resource, communication, stakeholder management is also helpful.
Essential Functions of the Job :
Provide leadership and management support to drive Canvas datacenter migration from on-prem to Azure and related processes, procedures and documentation for operational teams
Work with Product owners and IT stakeholders to understand priorities with releases and production support
Ownership of proactively identifying required tools, access and trainings for seamless production support.
Provide guidance to align operational processes with business outcomes and priorities
Liaise between Development and operational teams to identify chronic issues; create backlog items through DevOps planning to address issues and track items through to completion
Ensure teams have adequate knowledge, required tools, and all relevant procedures are put in place to support the operational needs
Bring continuity to support across platforms (Azure / On Prem) and bridge the gap between support and Program teams
Ensure Operational teams are aligned with Development teams to have firsthand understanding of design & architectural changes to be prepared for future deployments (in line with DevOps roadmap)
Monitoring development and refinement across the environments. Annual monitoring review in preparation of the Audit busy season.
Proactively identify gaps / risks and ensure appropriate automated processes / controls are in place
Provide leadership guidance to ensure Infrastructure is stable and delivers business agreed SLAs and KPIs
Provide guidance to streamline all critical processes like Disaster Recovery, Backup and annual maintenance processes, etc.
to ensure successful and smooth migration of application from on-prem to Azure.
Provide Capacity planning insights to in line with Business forecast
Drive annual DR failover process to test the solution effectiveness for all Azure hosted sites as part of business requirement
Collaborate with all required teams (Canvas Development teams, Transition and Support) on new releases / infrastructure implementations to ensure that all deployments meet the requirements prescribed by IT Services through the effective implementation or use of approved processes, methodologies and deliverables.
Collaborate with Development and Microsoft teams to identify single point of failures of infrastructure and drive projects to improve resiliency
Drive operational efficiencies and Capacity analysis for ARC
Drive monitoring improvements in Azure and on-prem
Lead monitoring initiatives for new releases / Infrastructure additions
Provide guidance during deployments to identify and mitigate any dependencies
Work with relevant teams for planning and execution of the Decommission process
Drive major incident outages and provide timely updates to Canvas business / leadership teams
Participate in Problem management calls to drive root cause and corrective actions
Prioritizing work assignments / stories for Miracle workers Americas team
Analytical / Decision Making Responsibilities :
Must have a background in IT infrastructure, production support, release management, IT builds product support.
Understands the use of IT methodologies, processes and standards for release (deployment) management.
An understanding of the systems development life cycle - plan, initiate, elaborate, design, build, test, implement
Must be able to work within a matrix organization balancing the needs of the customer against firm initiatives and goals
Must make decisions, such as prioritizing relationships to develop, negotiating with customers and overcoming obstacles
Identify, manage and resolve complex issues, preventing escalations, where possible
Manage, negotiate and resolve risks effectively
Demonstrate, by example, in-depth knowledge of the EY competency principles and practices, including coaching, learning and mentoring
Leader and team player sets example for others to follow
Create an open, honest, accountable and collaborative team environment
Recommend improvement opportunities for the monitoring tools currently used and assist with implementing agreed upon improvements
Must be able to prioritize and make recommendation to leadership teams
Provide guidance and direction on root causes
Knowledge and Skills Requirements :
Must have a background in IT infrastructure, production support, production deployment, and IT builds.
Leader in the use of IT methodologies, processes and standards.
Experience across the systems development life cycle with experience in all project phases - plan, initiate, elaborate, design, build, test, implement
Monitoring expertise Azure Log Analytics, KQL, Application Dynamics, Splunk and SCOM
Experience and knowledge of multiple monitoring solutions
Technical knowledge of the application environment
Experience and knowledge of Project Management to drive and track status of monitoring activities
Advanced Microsoft Excel skills
End to end understanding of IT life cycle (pipeline, resource, demand, project delivery, financial)
Experience delivering in an operational environment and strong knowledge of support models
Knowledge and experience with service delivery
Understanding of service delivery related service level agreements and key performance indicators
Exceptional Communication skills, and experience coordinating across time zones, working with a global team
Experience with Root Cause Analysis
Ability to deal efficiently with risk planning and escalation
Excellent written and verbal communication
Experience working in a global IT environment
Good business acumen and ability to negotiate with business partners
Strong customer orientation and able to manage customer expectations
Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change
Ability to deal efficiently with escalations and difficult situations / people under pressure, such as restoration of services
Ability to exercise sound judgment and encouraged to make clear decisions on operation support issues, managing customer relationships, delivering value, providing leadership and guidance to direct reports, and partnering with peer team members
Outstanding management, interpersonal, communication and organizational skills
Experience working Agile / Scrum environment strongly preferred
Experience working with ServiceNow preferred
Experience working in DevOps organizations preferred
Experience working on Enterprise Service Improvement Plans (SIP) and / or large program Get-to-Green plans
Strong understanding of ITIL landscape (preferably V3) is required
Other Requirements :
Knowledge of EY IT landscape and processes, preferred
Work experience in a professional services industry, preferred
Other relevant experience in a related technical field (application development, deployment / implementation and infrastructure)
Understanding of infrastructure in Azure and on-premise environments
Database and clustering understanding of Always on Clusters, Azure DBs
Track record of customer focus, based on openness, trust, and delivering on promises
Availability for incident escalations and key project delivery task outside of US office hours.
Good written communication skills with the ability to maintain process documentation.
Willingness to work flexible hours, non-business hours, or other scenarios required by the flow of operations
Detail-oriented, well-organized with ability to translate & communicate complex and abstract issues.
Coordinate deployments, resource assignment and escalation with leadership
Ability to facilitate innovation and new ways of working with teams.
5+ years of project management experience from inception to successfully delivery and closure.
2 to 3 years of experience managing process optimization and improvements to reduce waste and cost
5+ years in driving IT operations and Infrastructure projects
2 to 3 years of experience working Agile / Scrum environment preferred.
5+ Service Delivery experience is preferred
Experience working with Azure PaaS / SaaS solutions, monitoring utilizing Application Insights experience.
Certification Requirements :
Familiarity with ITIL v2 or 3 preferred
Lean Six Sigma certification advantageous
Project Management certification preferred
Azure knowledge is preferred
Scrum and Agile certifications are preferred
DevOps knowledge is preferred