Manager - TechOps - L3 Application Support

EY; Ernakulam, Thiruvananthapuram, Bengaluru; Hybride; INR 1 500 000 - 3 000 000; Plein temps

Résumé du poste

EY is seeking an experienced Service Manager with transition experience to oversee end-to-end ITSM operations for the Application System in India. You will lead a diverse team of Business Analysts, Developers, Technical Architects and Platform/DevOps Engineers to ensure service stability and proactive issue prevention.

The role requires strong ITSM process ownership, delivery excellence, and the ability to coordinate with vendors and stakeholders.

Qualifications

• ITSM ownership across Incident, Problem, Change
• Focus on service stability, availability and SLA adherence
• Drive RCA and proactive prevention of issues
• Delivery excellence and reliable service performance
• Lead a cross-functional team including Analysts, Developers, Architects and DevOps
• Conform to ITSM frameworks and best practices
• Execute service transition with readiness and stabilization
• Coordinate with build, vendor and support teams during transition
• Communicate with stakeholders on operational support and performance metrics
• Maintain operational readiness and cost controls

Responsabilités

• Accountable as the point of contact for service delivery of the Application System
• Enable ITSM processes end-to-end
• Ensure service stability, availability and reliability
• Drive proactive issue prevention and risk mitigation
• Establish and maintain runbooks and SOPs
• Manage and communicate with stakeholders on operational support
• Monitor SLAs and escalate/prioritize issues
• Collaborate with client vendors to resolve issues
• Lead a team of developers, testers, BA, architects and DevOps engineers
• Execute Managed Services and continuous improvement initiatives
• Integrate new product features with Build teams
• Provide reporting and trend analysis to support project metrics
• Ensure cost controls to avoid leakage
• Coach the team for results via problem-solving and architecture thinking

Connaissances

ITSM ownership

Service stability

SLA adherence

RCA analysis

Delivery excellence

Team leadership

Communication skills

Travel willingness

Outils

Java

.Net

SaaS products (Guidewire Salesforce SAP)

Cloud platforms (Azure GCP AWS)

Description du poste

Your Key Responsibilities

• Accountable as the point of contact for the service delivery of the Application System
• Enable ITSM processes (Incident, Problem, Change) end-to-end
• Ensure service stability, availability, and reliability
• Drive proactive issue prevention & risk mitigation
• Establish and maintain operational runbooks & SOPs
• Manage and communicate with key stakeholders on a weekly and daily basis on the operational support of the Application System
• Monitor and ensure SLAs are met, issues escalated and prioritized
• Work with client 3rd party vendors to resolve issues related to the Application System
• Manage a team of Application Developers, Functional testers, Business Analyst, Technical Architects and Platform and DevOps Engineers to manage the Application System
• Execute Managed Services and Implement continuous improvements framework including but not limited to Application Management, Automated provisioning, CI/CD pipeline, etc.
• Work with Build teams to integrate new or enhanced product features for the Application System
• Provide relevant reporting and trend analysis statistics to pro-actively support and improve the project and operation metrics
• Ensure there are cost controls enabled to avoid leakage
• Coach the team to drive for results applying problem solving skills, architectural thinking, continuous improvements through technology and process and communication efficiency

Skills and attributes for success

As the Service Manager with transition experience

• Strong ITSM process ownership (Incident, Problem, Change)
• Focus on service stability, availability, and SLA adherence
• Drive RCA and proactive issue prevention
• Emphasis on delivery excellence and service reliability
• Lead a motivated and skilled team of Business Analyst, Application Developers and Technical Architects
• Should be conversant with ITSM & Service Management frameworks
• Execute service transition (knowledge transfer, readiness, stabilization) ensuring smooth shift to steady state
• Manage operational readiness, risks, and coordination across build, vendor, and support teams during transition
• Ability to multitask in fast-paced environment
• Communication skills (written/oral)
• Willingness to travel

Ideally, youll also

• Certification in ITIL 4 foundation and higher levels, or Lean-Six Sigma certifications, or Prince2, or PMP from PMI
• Knowledgeable on Java, or .Net or SaaS products (Guidewire, Salesforce, SAP etc)
• Knowledgeable in cloud based products SAP, Azure/GCP/AWS cloud
• Perform an appropriate role in business development in terms of delivery management and transition and practice development.
• Supervise financial management of engagements to deliver value to clients and to the firm.
• Adoption new outsourcing delivery models & trends.
• Deliver outsourcing programmes, demonstrate expert consulting skills and advanced level of industryexpertise to support delivery to clients