Environment Manager (HAT: 2037)
Ernst & Young AG
hace 36 días

About Program Mercury Program Mercury is a large, multi-year, enterprise-wide process transformation that will replace more than 1400 EY business systems and related processes with an integrated, SAP centric platform that will standardize and harmonize activities throughout the organization and significantly improve how EY manages its business.

Program Mercury is a key enabler of EY’s Vision 2020, directly supporting the efforts of a number of transformation initiatives across the Firm by streamlining the application portfolio, reducing operating costs and providing a platform to deliver services more efficiently.

The Mercury solution is built upon the very latest of technologies (Portal, Mobile, SaaS) and a variety of hosting models (Cloud, Vendor and Internal).

The SAP footprint is comprehensive, and the non SAP components varied. The user base at the final rollout is in excess of 200k.

As an organization jointly owned by the business and Technology, the MST is a centralized and global organization which will provide operational support for the delivered Mercury solution and manage and support the Mercury user community.

The MST will play an integral role in governance of the Mercury solution and the global template from both a business and technology perspective and will evolve to work closely with the business in enabling the benefit and value to be realized from the investment in Program Mercury and to set the future direction and technology road map to support Vision 2020.

The Technology Workstream is one of the six core functions of the MST. Within the technology stream the service delivery management function will provide an appropriately resourced and skilled organization that will :

  • Accept the delivered Mercury solution from the Program and provide integrated, seamless functional and technical support.
  • Take accountability for the delivered Mercury solution and deliver services, in line with defined service targets, to the Mercury user community.
  • Act as the single point of contact for vendors delivering support services across the integrated Mercury application landscape.
  • Enable the Program Team to focus on the continued deployment of the global template and ongoing localization requirements.
  • What are you going to do? The Senior resource is responsible for coordinating environment activities for Prod and Non-Prod environments.

    The role involves ticket management and execution, on-call rotation, troubleshooting of different areas like applications, OS, DB, Network and any other areas of the supporting infrastructure.

    This role exists within the wider MST Environments Management function and reports to the MST Lead Environment Coordinator.

    The candidate will need to be proactive and tenacious, working with other teams to expedite requests. The Mercury landscape currently includes 15 environments supporting a variety of activities and teams.

  • Responsible for maintaining the latest and greatest in technology but without losing stability for MST across all environments.
  • Ensure SR’s, CHG, INC and Problems flow through their defined phases and teams.
  • Coordinate group chat sessions and / or conference calls to assist with troubleshooting.
  • Manage information and create support documentation for environment management processes.
  • Manage ticket queues to ensure SLAs are met.
  • Create documentation for processes.
  • Provide reporting about systems statistics.
  • Managing monitoring and alerting.
  • Determine when to escalate to management as opposed to following scripted procedures, depending on the seriousness of the anomaly.
  • Contact Process Experts where SR represents a design change.
  • Identify impact of Incidents and ensure they’re managed appropriately by the support teams, escalating as necessary.
  • Support and Troubleshooting applications like BODS, ICC, IS, Winshuttle, etc What do we need from you?
  • Excellent English language skills (verbal and written).
  • Excellent people skills.
  • Basic awareness of different cultures and working practices across the regions.
  • Experience in working as part of a diverse and geographically dispersed team.
  • Proactive abilities to minimize incidents on the environments and understanding of short and long term environment strategy.
  • Experience working in an Operational environment.
  • Troubleshooting on applications, OS and DB.
  • ITIL Base Knowledge.
  • Networking.
  • Storage like NAS and SAN.
  • Linux.
  • Power Scripting.
  • SharePoint.
  • Flexibility and ability to work virtually across global time zones.
  • 4 year College minimum in related technology field (Computer, Engineering, Science, etc) or comparable job experience.
  • 3 years experience in an Operational / Service Management role.
  • ITIL Access Management certification would be beneficial. Shift : Monday to Friday from 1 to 10 PM.
  • Location : Microcentro EY, an equal employment opportunity employer, values the diversity of our workforce and the knowledge of our people.

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