Operations Support Technician
Ernst & Young Global Limited
hace 4 días

EY Technology :

Technology has always been at the heart of what we do and deliver at EY.We need technology to keep an organization the size of ours workingefficiently.

We have 250,000 people in more than 140 countries, all of whomrely on secure technology to be able to do their job every single day.

Everything from the laptops we use, to theability to work remotely on our mobile devices and connecting our people andour clients, to enabling hundreds of internal tools and external solutionsdelivered to our clients.

Technologysolutions are integrated in the client services we deliver and is key to usbeing more innovative as an organization.

EY Technology supports our technology needs through three businessunits :

ClientTechnology (CT) - focuses on developing new technology services for ourclients. It enables EY to identifynew technology-

based opportunities faster, and pursue those opportunities morerapidly.

EnterpriseWorkplace Technology (EWT) EWT supports our Core Business Servicesfunctions and will deliver fit-for-purpose technology infrastructure at thecheapest possible cost for quality services.

EWT will also support our internaltechnology needs by focusing on a better user experience.

Information Security (Info Sec) - Info Sec prevents, detects, responds andmitigates cyber-risk, protecting EY and client data, and our informationmanagement systems.

The opportunity

TheApplication Support Technician will support the run state and normal operationsof Information Security technologies. The role performs operational and Level 3support for Information Security technologies.

Responsibilities involve the daily management of incidents, operationalmaintenance and support, and proactive / preventative analysis of systems.

Applications can reside in EY as well aswithin vendor facilities and cloud.Responsibilities include driving the coordination and planning ofupgrades as well as the standardization and automation of processes andprocedures for Information Security technologies.

We require application of ITIL servicemanagement knowledge and techniques, and management of the planning, schedulingand implementation of changes / releases / upgrades to various environments.

In addition the opportunity is required tofulfill an On Call rotation as well as weekend and off hours work to supportthe normal run state requirements.

Your key responsibilities

Re-creates, analyzes, troubleshoots,and diagnoses incidents relating to Information Security technologies

Determines root cause of incidents(configuration vs. defect)

Liaisons with appropriate teams fromvarious technical disciplines for the development of corrective actions orviable workarounds to resolve incidents

Plans, Coordinates and Installs InformationSecurity technologies in various pre-production and production environments aswell as upgrades and fixes.

Remediatesidentified operating system and application vulnerabilities.

Responds to automated alerts on thehealth of systems using sound analytic and troubleshooting methods

Executes scheduled or unscheduledtasks relating to operational maintenance and monitoring of securitytechnologies

Performs routine audits of systems forpreventative maintenance of security technologies and reporting on their status

Adheres to EY and ITIL guidelines forIncident, Problem and Change Management

Confirms that steps are taken toanticipate operational problems and that incidents are identified and resolvedin a timely and efficient manner

Provides technical expertise to enableall necessary operational procedures

Communicates operational supportissues on an ongoing-basis

Manages application enhancements toimprove performance and stability including monitoring and automation

Works with Instrumentation team toenable customized monitoring for security application and that triagedocumentation is available to appropriately respond to automated alerts andrecommend automated restoration to minimize any impact.

Develops implementation plans fordealing complex requests for changes, evaluates risks to system availability

Identifies and drives automation ofredundant activities to improve efficiencies in the support of InformationSecurity technologies

The role will be required to be in anOn Call rotation for escalation of production-related issues

The role may also require the periodicallocation of additional time on the job to support multiple demands andescalating issues or to accommodate teams or staff in other time zones.

Will require occasional weekend workto accommodate production scheduled downtimes to minimize impact to thebusiness.

Must be able to balance the firm’ssecurity needs with the business impact and benefit.The role requires the ability to dealeffectively and efficiently with escalations and time sensitive, difficultsituations / people under pressure particularly in the area of restoration ofservices with information security implications.

Skills and attributes for success

Breadth and depth of knowledge andexperience in a wide variety of technologies and software solutions in a largescale organization.

Conceptual knowledge of securityapplications and technologies, as well as operating system platforms including Windows,Linux, Network and Cloud technologies, to support and operate systems criticalto the security posture of the firm

Experience with different supportteams within InfoSec and EWT to manage both deliverables and complex SLA’s anddependencies

Build and maintain strongrelationships across all levels of a matrixed, geographically and culturallydispersed organization.

Adaptsappropriate communication styles to the style of others.Develops rapport and remains calm underpressure.

Effective communication and analysisskills to break down complex issues, formulate solutions, and influence stakeholdersat various levels of the organization including senior management in astressful, real-

time incident management.

Supports application enhancements toimprove performance and stability including enhanced monitoring and automation.

Works with Instrumentation team toenable customized monitoring for security application and that triagedocumentation is available to appropriately respond to automated alerts andrecommend automated restoration to minimize any impact.

Possess knowledge of the InformationTechnology Infrastructure Library (ITIL) to drive compliance in Incident,Problem, and Change processes and drive as necessary.

To qualify for the role you must have

Degree in Computer Science or relateddiscipline, or equivalent work experience

5 - 7 years working within InformationTechnology in a global firm

Experience in operations of a 24x7support organization, project & product management,

The role will also require theperiodic allocation of additional time on the job to support multiple demandsand escalating issues or to acceptable application maintenance windows and toaccommodate teams or staff in other time zones (including weekends).

Ideally,you’ll also have

ITIL v3 Foundation Certification

Microsoft Solutions Engineer (MCSE) orother development platform / technologies certification(s) a plus

What we look for

Critical thinking skills demonstratinganalytical and systematic approach to problem solving and a high degreeof self-motivation

Experience working in a global virtualenvironment

Excellent interpersonal, communicationand presentation skills

Good judgment, tact, anddecision-making ability

Ability to understand and integratecultural differences and motives and to work with cross cultural teams.

Ability to deal with ambiguity andchange, and exercise appropriate time management to meet deadlines

Ability to work autonomously but alsowithin a team environment where necessary

Prioritization of work items to ensuredeadlines are achieved

Objective review of processes andIdentification of most efficient and effective way for teams to work movingforward

Breakdown of initiatives into thespecific tasks that need to be completed

What working at EY offers

We offer acompetitive remuneration package where you’ll be rewarded for your individualand team performance. Our comprehensive Total Rewards package includes supportfor flexible working and career development, and with FlexEY you can selectbenefits 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 fromsome of the most engaging colleagues around

Opportunities to develop new skillsand progress your career

The freedom and flexibility to handleyour role in a way that’s right for you

EY is committed to being an inclusive employer and we are happy toconsider flexible working arrangements. We strive to achieve the right balancefor our people, enabling us to deliver excellent client service whilst allowingyou to build your career without sacrificing your personal priorities.

Whileour client-facing professionals can be required to travel regularly, and attimes be based at client sites, our flexible working arrangements can help youto achieve a lifestyle balance.

About EY

As a global leader in assurance, tax, transaction and advisory services,we’re using the finance products, expertise and systems we’ve developed tobuild a better working world.

That starts with a culture that believes ingiving you the training, opportunities and creative freedom to make things better.

Whenever you join, however long you stay, the exceptional EY experience lasts a lifetime. And with a commitment to hiring and developing the most passionatepeople, we’ll make our ambition to be the best employer by 2020 a reality.

If you can confidently demonstrate that you meet the criteria above,please contact us as soon as possible.

Makeyour mark.

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