The Outage Specialist Senior drives the restoration and recovery of high priority and severity (P1Sx) incidents as a member of the Outage Management Center which operates under the overall remit of Global Converged Services Management (GCSM).
The role manages, communicates and documents all restoration activities supporting P1Sx incidents. This includes escalation to other Information Technology (IT) teams, 3rd party vendors and other external teams for collaboration.
The role is generally an individual contributor but carries high exposure within IT and as such influences management throughout IT Services, to guide and direct collaborative activities necessary to restore all services to Business As Usual (BAU).
The role is generally guided by the Deputy Area Lead for Outage Management in GCSM.
Essential Functions of the Job :
Drives the validation, declaration and remediation of P1Sx incidents assigned to the Outage Management Center :
Analytical / Decision Making Responsibilities :
The role requires a strong analytical acumen and solution orientation to influence and guide coordinated efforts for P1Sx incidents within the IT Infrastructure and to avoid potential financial and operational risks to IT and EY’s customers.
The role possesses the proper critical thinking skills to take a systematic approach, consider all relevant data and make informed decisions regarding all aspects of the Outage Management function while driving quality in restorative activities.
The role is expected to act independently, guided by the Priority and Severity criteria, to make timely and informed decisions aligned to the role’s remit or escalate as appropriate to management or others in IT as needed.
The role’s insight and proposed actions should strive to be strategic, look beyond stop gap’ measures and seek opportunities to drive improvements in the Outage Management model.
Knowledge and Skills Requirements :
Maintains advanced interpersonal and collaborative skills to engage strategically with peers and other senior executives of the firm, in cross business discussions as part of incident recovery activities and to build and maintain a solid network for effective teamwork and knowledge sharing.
Uses these communication skills to challenge insightfully, to direct Major Incident Management and remediation to processes, propose credible options as solutions, and position GCSM’s role in quality technical service management and IT’s infrastructure business support.
Possesses an advanced knowledge in Major Incident Management and specifically the Priority and Severity (PxSX) criteria to recognize the impact and aligned criteria to scale an Incident up to and including P1S1’s (Major Incidents).
Recognizes where criteria is met and leadership escalation is needed
Supports the team in ITIL familiarity and / or certification for staff as needed or necessary.
Supervision Responsibilities :
The role is an individual contributor but is expected to influence and direct ad-hoc teams comprised of cross IT technical staff aligned to the recovery effort on a high visibility incident.
All aligned staff can be remote based and / or in a work from home setting that will require distance management skills across locations, cultures and time zones.
The role itself is generally guided by the Outage Management Lead in GCSM.
Other Requirements :
The role may also require the periodic allocation of additional time on the job to support multiple demands and escalating issues or to accommodate teams or staff in other time zones.
3-4 years’ experience in a similar position and co-ordinating in a large organization
Certification Requirements :
o ITIL Foundational level