Client Technology - L1 Lead Support Engineer
EY
Bengaluru, KA, IN
2d ago

The opportunity

The selected candidate will :

  • Support the overall Technology or Capability Lead in driving efficiency and effectiveness through cohesion both within the team, and end to end for all applications across a wide portfolio of complex solutions.
  • Support the Service Delivery function to deliver standardised, reliable, best in class support services in a manner that meets our contractual obligations and delights our customers and clients.
  • Responsible for the running, maintenance and support of technology projects post-transition, being accountable for the quality of support
  • Drives the development and implementation of processes and approaches to ensure quality standards of support engineering activities
  • Develops trusted relationships with senior business partners to gain an in-depth understanding of key business processes, products and services, and influences others to ensure business case and customer satisfaction goals are met
  • Your key responsibilities

  • Be an advocate of cohesion, simplicity, and end to end customer & client value focus.
  • Responsible for the ongoing management of existing development and related pre-production environments for multiple, complex solutions, setting priorities and expectations with regards to delivery timing, resource requirements and monitoring outcomes
  • Leads all aspects of the assessment, analysis, planning and design of release packages, including assessment of risk and delivery of post release reviews
  • Evaluates risks to integrity of infrastructure inherent in proposed implementations, reviews effectiveness of change implementations and incorporates improvements to organisational change
  • Contributes to business cases and ROM estimates for multiple, complex projects and performs financial management functions including monthly forecasting, annual budgeting, reviewing and approving invoices and identifying cost savings
  • Leads operational support service providers to assure internal and external providers are meeting service level agreements and performance metrics
  • Develops long-term, trusted relationships with senior partners to gain an in-depth understanding of products, services and key business processes and utilized deep business knowledge to oversees activities of multiple teams to provide project engineering work in alignment with business requirements
  • Skills and attributes for success

  • Highly advanced understanding of technology including networks, storage systems, servers, operating systems, applications, database and web platforms
  • Highly advanced programming knowledge and experience
  • Demonstrates in-depth knowledge of key business processes, products and services, within agreed areas of expertise and is able to provide feedback and advice to key partners, such as Product Owners, business sponsors and Service Delivery Managers on complex queries
  • To qualify for the role, you must have

  • Bachelor's degree in Computer Science, IT, Mathematics, or related field preferred
  • More than 10 years of significant work experience
  • Significant experience in either an internal or external support engineering role, or similar, with sophisticated technical knowledge in assigned specialism
  • Exceptional experience in customer facing roles
  • Extensive experience with modern technology understanding including cloud service, virtual networks / systems
  • Considerable experience working virtually in a globally-dispersed team
  • Considerable project management, financial management, supplier management, and partner management experience in an engineering / support environment
  • Experience adhering to strategic operational plans and translating them into significant roadmaps
  • Ideally, you’ll also have

  • Experience working with ServiceNow or similar tool.
  • Experience working Agile / Scrum environment preferred.
  • Experience working in Dev Ops organizations preferred.
  • Experience in a professional services industry preferred.
  • Experience working in TFS and TFS Release Management is preferred.
  • Project management certification is helpful (PMI / CAPM or PMP, PRINCE2).
  • Familiarity with ITIL v2 or 3 would be advantageous
  • What we look for

  • A self-starter, independent-thinker, curious and creative person with ambition and passion!
  • What we offer

    As part of this role, you will work in a highly integrated, globally diverse team with the opportunity and tools to grow, develop and drive your career forward.

    Here, you can combine global opportunity with flexible working. The EY benefits package focuses on your physical, emotional, financial and social well-being.

    Your recruiter can talk to you about the benefits available in your country. Here’s a snapshot of what we offer :

    Continuous learning : You'll develop the attitude and skills to navigate whatever comes next.

    Success as defined by you : We will provide the tools and flexibility, so you can make a significant impact, your way.

    Transformative leadership : We will give you the insights, coaching and confidence to be the leader the world needs.

    Diverse and inclusive culture : You will be accepted for who you are and empowered to use your voice to help others find theirs.

    We ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process, to perform essential job functions and to receive other benefits and privileges of employment.

    Please contact us to request accommodations.

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

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

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

    If you feel you are a good fit for this role, please contact as soon as possible.

    To explore the role further, please contact us as soon as possible.

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