The Enterprise Log Management and Analytics Service Manager drives the best practices in complex engineering activities aligned to specific applications and / or systems within Enterprise Workplace Technology (EWT).
The role is acting as the team coordinator as well as the 1st level escalation manager. The role ensures that the tasks are prioritized and the workload is distributed amongst the team The Service Manager drives the Business as Usual activities (BAU), project work and adhoc requests and managed this in Kanban boards.
The role includes a senior Scrum Master function to manage and control the successful delivery and efficient use of the resources.
The Service Manager helps to drive the definition, development and adoption of EYs Log Management and Analytic capabilities, and ensure end-
to-end success of this service.
The Enterprise Log Management and Analytics Service Manager is responsible for designs and develops IT architecture (integrated process, applications, data and technology) solutions aligned to the overall enterprise architecture and direction from IT as well as EY’s compliance standards for technology development and deployment.
For the integration of application into the Log Analytic environment and the further development of the service the role ensures to utilize DevOps models and automation capabilities.
The role performs technical planning, architecture development and modification of specifications based on business strategic directives or general and identified changes required for operational readiness in systems, platforms and applications.
The role conducts business reviews, develops specifications to ascertain engineering required as aligned to new products or services being introduced as well as current applications and other core components of the IT infrastructure.
The role is responsible for the compatibility and integration of these products and services proposed as changes by engaging in appropriate planning of all phases of development as well as testing for compatibility in order to achieve an integrated architecture across interdependent technologies.
The role is expected to interpret internal or external business issues and recommend appropriate engineering solutions to maintain business as usual (BAU) functionality as well as identify, establish and coach others in best practices in solution engineering.
The role is guided by the Global Lead Enterprise Log Management and Analytics.
What are you going to do?
Team coordination and Senior Scrum master role for the global Enterprise Log Management and Analytics workload and demand.
Communication point to customers and clients.
Interaction and close collaboration with the operational team running and supporting the service.
1st level escalation point for the Enterprise Log Management and Analytics service, acting as de-escalation manager.
Manage the Service Now ticket queues for the Log Analytic platform and ensure SLAs meet.
Monthly reporting on KPIs and Team achievements.
Capacity and utilization planning.
Product and Platform Management for the Enterprise Log Management and Analytics platform (Splunk and MS Azure Log Analytics).
Technical Lead for the Enterprise Log Management and Analytics platform.
Understands the broad and specific directives of EWT (Enterprise Workplace Technologies) products and applications both within the current service model as well any proposed modifications or additions to same.
Uses this knowledge to identify and plan appropriate solutions in response to assigned or identified basic to complex engineering directives.
Supports the Research and Development function for Log Management and Analytics enhancements.
Partners and collaborates with the business and external vendors as necessary to ascertain and plan the specifics or modifications necessary to meet and achieve the identified and agreed engineering modifications or build directives.
Designs and develops an architectural plan as needed to achieve the engineering directives inclusive of impacted applications, systems network and servers.
Identifies impacted business units, vendor and business resourcing and agrees change readiness and compatibility as well as timing required to achieve success.
Manages and is self-directed within the activities of the agreed engineering project while driving and influence managing other engineering, business and vendor resources as may be assigned to participate in design and delivery of a viable solution.
Identifies and communicates to the appropriate business leads the necessary delivery of components within the EWT infrastructure and aligned configuration of same needed to support the engineering deliverable.
Aligns the engineering plan with business priorities and EWT leads and other stakeholders so that new designs and build plans as well as the budgeted spending is in alignment and is agreed for development.
Drives the appropriate communication of accomplishments according to plan as well as notifies all of variances or contingencies in any aspect of the agreed design plan as they are identified.
Drives, as the primary point of contact, the engineering build out work in progress and aligned service or application design activities by influence managing external engineers at the vendor locations, business sponsors and stakeholders as well as management.
Leads appropriate compilation and documentation of all engineering activities to appropriately capture all actions and activities.
Drive thought leadership in the aligned Design and Engineering activities from strategic planning to the tactical execution of the role’s remit by operating at the highest level of engineering performance.
oIdentifies best practices in engineering solutions within the depth and breadth of the assigned business component of EWT.
Takes a proactive approach to coach others in remediation and restorative engineering as part of knowledge sharing within the team and across EWT at large.
What do we need from you?
The role requires strong management and communication skills as well as de-escalation capabilities. Further the role requires a strong analytical acumen and solution orientation to understand the nuances of assigned applications and / or services in current use across geographic regions and to solution within same as well as to guide appropriate next generation engineering solutions within the directives of the role’s strategic forward vision and remit.
Utilizes knowledge of appropriate EWT products and other aligned services to make appropriate decisions including the efficient handling of capacity planning, change impacts and vendor management to guide engineering directives.
The role additionally requires consultative questioning, influence management and critical thinking skills to understand a current directive and recommend and design viable engineering solutions that are both cost effective and supporting the value to the business.
Maintains solid interpersonal skills to engage with senior executives of the firm, in cross business discussions within a matrixed, geographically dispersed organization and to build a solid network of peers and others of influence.
Adapts personal communication style to the style of others, develops rapport and stays calm under pressure or escalating issues using advanced oral and written English communication skills.
Projects well-defined consultative skill to conduct effective questioning, hone in on key directives to formulate ideas and materials as well as present those ideas clearly and concisely to all levels of the organization including senior and / or executive management.
Utilizes all aspects of Emotional Intelligence to navigate the interactions and complexities of the business environment and drive leadership performance in oneself and in others aligned to the role as part of an engineering team.
Maintains an advanced comprehensive knowledge of services and applications with the future and forward vision of the EWT processes and operating environment to recognize and position improvement opportunities and next generation solutions achievable through engineering.
Manifests a strong analytical and problem solving ability to escalate and negotiate complex and conflicting engineering issues, handle multiple and shifting engineering priorities across a broad spectrum of operating environments and drive solutions that are both financially sound and operationally feasible.
Develops an in depth and continuous understanding of EY’s business and the way IT’s Engineering teams adds to the effectiveness of the EY business.
Positions appropriate services and solutions as part of both knowledge sharing and engineering services positioning.
Manage engineering projects by delegating work effectively utilizing the proper people, time and project management disciplines across a diverse culture and multiple time zones.
Resolves team conflicts with a proven ability to implement & communicate difficult decisions as well as provide individual, team and peer mentoring as appropriate.
Excellent management skills
Experience of ITIL processes
Proficient Splunk knowledge
MS Azure Background
SCRUM Master experience
The role is coordinating the global Enterprise Log Management and Analytics team on a day to day base. The role is also responsible for the Enterprise Log Management and Analytics platform as well as managing project activities within the area of responsibility.
The role is asked to mentor and guide across time zones and cultures and maintain effective and efficient oversight of all aligned activities.
The role itself is generally guided by the Global Lead Enterprise Log Management and Analytics. The role might include also a counselor function for members from the Enterprise Log Management and Analytics team.
The role may also require the periodic allocation of additional time on the job to support multiple demands and escalating issues and could be asked to travel to support change or planned project activities and collaboration.
College degree in related technology field (Computer, Engineering, Science, etc.) or comparable job experiences aligned to a particular engineering directive
Approximately 2 to 5 years of experience in a management role. Plus 10 year experience in IT.Able to exhibit a progression of increasingly complex job responsibilities during the period inclusive of project management skills and engineering remediation techniques and planning.
SCRUM master experience
MS Azure OMS background would be a plus
ITIL and Splunk certification would be desirable but not a must
Shift : Monday to Friday 9-6PM
Location : Microcentro
EY, an equal employment opportunity employer, values the diversity of our workforce and the knowledge of our people.