The service line hosting service regional operations lead will provide oversight and support of FIDS day to day operational activities.
The responsibilities will include addressing all incident, change requests and service request activities specific to supporting the infrastructure, databases and applications supporting the FIDS business.
Activities will include credential creation and management, provisioning of storage and associated maintenance, analysis and maintenance of SQL activities, capacity analysis, and application of monthly OS and application patches.
The individuals on this team will have daily interactions with the Project team for handover and introduction of new applications and corresponding infrastructure as well as any escalations.
Other activities will also include non-FIDS sponsored operational projects (OS updates, hardware refreshes, implementation of new monitoring tools etc.
The job requires knowledge of E-Discovery suite of products, application and database installations and support and some knowledge and previous experience on Infrastructure (Servers, Storage, Windows, Linux and Vmware).
The lead will also have supervisory responsibility for subordinates in the region. Work assignments, scheduling and counseling will be part of the responsibilities
What are you going to do?
Run and operate the installed SLHS environments
Monitor the ticket queue within ServiceNow
Interface with client serving team on all reported incidents and service requests
Work with Project team on documentation and process for implementation and transition of new applications or processes
Participate in any and all handover activities for incidents that may be passed to other SLHS teams for follow the sun activities
Install application and patching activities during planned maintenance windows
Manage resources within the region and determine appropriate assignments for specific activities.
Manage capacity (storage, Vmware, physical rack space, database, etc.)
Provision storage and servers (based on location) where capacity dictates
Handle all decommission activities and participate in the implementation of new hardware due to refresh requirements.
Work with vendors for solutions related with GVM findings. Apply patches and file appropriate exceptions where applicable.
Work with Service Desk and Service Management on any bottle necks or areas identified to improve response or service.
Serve in the role of primary contact with the vendor as day to day operations support and within incident resolution actions
Responsible for observing all laws, regulations and other applicable obligations wherever and whenever business is conducted on behalf of the Company.
Expected to work in a safe manner in accordance with established operating procedures and practices.
Capacity reviews and recommendations to purchase when threshold are exceeded.
Solutions Analyze solutions for problems and discuss with management and team leads
Interactions with various levels if IT and client serving teams.
Participate in and contribute to all operational documentation
What do we need from you?
Technical Skills :
FTDS E-Discovery and analytics application knowledge
Knowledge of Windows / Linux OS and SQL databases
3-5+ years of application support and familiarity of Service Now
Strong understanding of standard application architecture and development
Some prior knowledge of supporting Windows Server operating systems including Windows Server 2008 and 2012 R2.
Excellent knowledge of various infrastructure applications including Active Directory, DNS, and DHCP.
Experience in establishing and supporting automated application monitoringprotocols useful but not required
Soft Skills :
Excellent communication, interpersonal and organizational skills
Some prior experience in managing resources a positive but not required
Sound judgment and analytical ability
Strong documentation skills MS Word, Excel, Projects and Visio
The ability to work effectively with clients, management and staff members
Experience in maintaining mission critical production environments
Working knowledge in ITIL Incident, Change and Problem Management
The job may require travel to other Global Data Centers
The job may require to work on extended hours and weekends
The job may require to work on different time zone due to global responsibilities
A Bachelor's degree in Computer Science or a related discipline, or equivalent work experience
Approximately 3-5 years of experience in related technology
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.