Job Description

At EY, you\'ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we\'re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. Job Summary: (Briefly describe the main objectives and purpose of the job. Why does the job exist What is it expected to accomplish) The Problem Manager - Governance & Operations is responsible for governance of the overall Problem management process and managing the deliverables through the team of Problem Managers, who are in-turn responsible for managing the life-cycle of all incident and problems. This includes proactive identifying of trends and potential problems to prevent incident from occurring and to minimize the impact of incidents that cannot be prevented. Are you someone who possess good analytical skills, have an eye for detail Are you accustomed to working in an environment passionate about high standards for service and system delivery Do you have an excellent written and oral communication skills and are you a person with good interpersonal skills and has the ability to work within a diverse team If so, then we need someone like You here in SM. We are an enterprise focused organization responsible for maintaining the overall quality of our services and ensuring minimal disruption to our clients. You would need to govern a problem management team that is part of a managed service You should be hands on using Microsoft Office tools, Microsoft PowerBI as well as experience using the ServiceNow application as all three of these tools are highly important to the overall execution of the job function Self-initiative is a key component to success within this job function and a dream for independent development and strategic career growth is needed You will not only ensure that operational improvements can occur in an efficient manner but will also impact the management of processes. With these key components of the role, and metrics associated with both the processes this team works with, as well as the global initiatives this team endeavors to complete Analytical/Decision Making Responsibilities: (Describe the kind of problems and challenges typically faced, and decisions required to perform the job, as well as recommendations made to supervisors or others. Focus on the nature of existing policies, precedents and procedures used to guide decisions, and the degree to which the incumbent is free to make decisions requiring interpretation and judgment. Provide an example.) Craft and support weekly metrics, reports for management reviews and presentations Provide problem, project tracking, informational analysis, and administrative support to the team where required Collaborate with partners to improvise integrated reporting and dashboard tools that enables effective management and decision-making Build custom reports and data collections across multiple platforms and services Data handling within custom database and generate reports as required Support Incident, Change and Problem management teams as required for projects and initiatives Maintains effective working relationships with IT and other key partners Social support between multiple Service Assurance teams for tracking and project overviews Perform ad-hoc jobs and work as necessary Provide recommendations for process development, monitoring reports and performance measurements Demonstrates analytical and systematic approach to problem solving Ability to absorb rapidly new technical information and apply it effectively Excellent judgment, tact, and decision-making ability Determine recommendations and actions to effect process improvements across the environment Knowledge and Skills Requirements: (Describe the knowledge or skills needed to perform this job these may be technical, managerial or behavioral in nature.) Detailed knowledge of the ITIL Incident and Problem Management processes Good understanding of Change, Configuration and Availability processes The ability to work and team effectively with clients and other management personnel A basic level of managerial competence Excellent English language skills (verbal and written) Excellent people skills Good presentation skills with ability to present material clearly and concisely Excellent awareness of different cultures and working practices across the regions Proven experience in working in, and basic management of, diverse and geographically dispersed teams Proven experience working in an Operational environment Excellent Microsoft Office experience, predominantly Excel, Visio and PowerPoint Coordination skills: managing (complex) IT technical investigations Strong analytical and problem solving ability Experience working in a Global environment Good knowledge of IT Services functions and their responsibilities Supervision Responsibilities: (Describe the level of supervision received (i.e., the frequency of supervisory contact, degree to which the individual acts independently and on what kinds of issues). Describe the level of supervision of others, if any (i.e., assigning work, reviewing performance, direct or indirect responsibility). Direct supervision provided by the respective leader frequency on a weekly or as-needed basis The Lead is expected to act independently to deliver to schedule, budget and scope support provided as required and requested, and is self-driven and motivated Provide direction to Incident-Problem Administrators and Analysts Coaches, mentors and supports less experienced transition managers Other Requirements: (Describe other functions or expectations of the job such as whether overtime is regularly required (e.g., during busy season), whether there are particular times of the year that vacation may not be taken, whether there is frequent travel, whether there are any physical requirements beyond those expected in a normal office environment or any other miscellaneous things about the job that should be made known.) Flexible work schedule may be required including willingness to work on shifts that will extend up to 11 PM and as the project demands beyond. Job Requirements Education: (What is the minimum level of education needed/suggested to perform this job) A degree in Computer Science or a related discipline or equivalent work experience Experience: (What is minimum number of years needed/suggested to perform this job) 7-10 years\' experience in an Operational / Service Management role 5 years of proven experience and success in Problem management Certification Requirements: (Describe and explain any certifications and/or licenses needed or helpful to perform this job). ITIL V4 or V3 training, advanced level EY | Building a better working world EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets. Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate. Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

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