TechOps-CloudOps-Monitoring Lead-Senior-GDSN02
EY
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Job summary
EY is seeking a Senior Service Delivery & Operations Lead to steer enterprise‑scale Cloud Operations and Application Production Support across Azure‑based Data & Analytics platforms. You will ensure operational stability, service reliability and governance while partnering with engineering and delivery teams to drive automation and continuous improvement.
The role requires strong ITIL and cloud operations experience, leading global teams, and delivering service excellence in a complex
Qualifications
- 8–12+ years of experience in Service Delivery, IT Operations or Cloud Operations.
- Minimum 3–5 years leading global 24x7 operations.
- Experience managing Incident, Problem, Change and Major Incident Management processes.
- Experience with service transition and operational readiness initiatives.
- Experience managing global stakeholders and executive communications.
- Experience with KPI management, SLA reviews and service reporting.
- Experience in complex enterprise environments supporting business-critical platforms.
Responsibilities
- Lead end-to-end service delivery and governance across cloud and Data & Analytics platforms.
- Manage 24x7 global support organizations, including workforce planning and governance.
- Own service performance through SLAs, KPIs and governance forums.
- Lead ITIL processes including Incident, Problem, Change, and Major Incident Management.
- Oversee L1.5 production support and Azure-based data applications.
- Drive observability with monitoring, dashboards, and automation using Azure Monitor, Grafana, Power BI.
- Partner with L2/L3, Data Engineering, DevOps to improve reliability.
- Lead service transition and operational readiness for new apps and migrations.
- Maintain runbooks, SOPs, and governance frameworks.
- Drive continuous improvement through automation and reducing alert noise.
- Provide leadership, mentoring and a culture of accountability.
- Support project delivery with forecasting, budgeting, risk and capacity planning.
Skills
Tools
Job description
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.
At EY, we’re all in to shape your future with confidence.
We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.
Join EY and help to build a better working world.
Global Delivery Services refers to EYs worldwide network of service delivery centers. The GDS team plays an important role in EY’s strategy by ensuring effective support to EY’s growth agenda.
Our journey started in 2002 with approximately 200 people. Today we stand at 80,000+ professionals in ten locations around the world. We operate in Argentina, China, Hungary, India, Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom.
Client service is focused on providing Consulting, Assurance, Tax, Strategy & Transactions, and Knowledge support to our clients around the world. The teams enable account teams worldwide to provide seamless, high-quality, value‑added support, helping deliver exceptional client service.
Enablement Services provides cost‑effective, high‑skilled, and innovative services to support EY’s global and local enablement teams. Markets, BMC, AWS, Finance and Accounting, Risk Management, Procurement, People Shared Services, IT Service Delivery and IT Global Infrastructure services, are among the services offered by Enablement Services.
Our innovation specialists serve the GDS Client Service and Enablement Services teams, along with Service Lines, Core Business Services and Sectors. The team brings the desired environment, technologies and skilled teams together for facilitation, rapid prototyping and innovative thinking. The competencies offered include analytics, digital, user experience, mobile technology, infrastructure, Microsoft technologies and open innovation.
We are seeking a Senior Service Delivery & Operations Lead to lead enterprise‑scale Cloud Operations, Application Production Support, Monitoring, Service Management, and Operational Excellence across Azure‑based Data & Analytics platforms. This role is accountable for ensuring operational stability, service reliability, customer satisfaction, and governance through effective management of global 24x7 operations.
The ideal candidate will bring strong experience in Cloud Operations, Application Support, Incident Management, Service Delivery, and Project Execution while partnering with engineering, business, and delivery teams to drive operational excellence, service modernization, automation, and continuous improvement.
- Lead end‑to‑end service delivery, operational governance, and support operations across cloud, enterprise application, and Data & Analytics platforms, ensuring high availability, reliability and customer satisfaction.
- Manage and mature global 24x7 support organizations, including workforce planning, shift governance, service quality management, operational reporting, resource allocation, performance management, and team development.
- Own service performance through effective governance of SLAs, KPIs, compliance requirements, operational reviews, executive reporting, and stakeholder communication forums.
- Lead Incident, Problem, Change, Major Incident, and Service Request Management processes aligned with ITIL best practices, serving as the primary escalation point for critical service disruptions and ensuring timely service restoration, root cause analysis and implementation of corrective actions.
- Oversee L1.5 production support, monitoring, and operational management of Azure‑based Data & Analytics applications, batch data pipelines, cloud services and enterprise platforms, ensuring proactive issue detection, operational stability and data availability.
- Drive observability and operational excellence initiatives through continual enhancement of monitoring, alerting, logging, dashboards, automation and self‑healing capabilities using platforms such as Azure Monitor, Log Analytics, Power BI, Grafana and related technologies.
- Partner closely with L2/L3 support teams, Data Engineering, Architecture, DevOps and delivery organizations to improve service reliability, platform performance, operational resilience and continuous service improvement.
- Lead service transition, operational readiness and support model design for new applications, cloud migrations, platform modernisations, releases, upgrades and transformation initiatives.
- Maintain and enhance runbooks, SOPs, knowledge repositories, governance frameworks and operational processes to ensure standardised, scalable and efficient support operations.
- Drive continuous improvement initiatives focused on automation, reduction of alert noise, process optimisation, operational efficiency and overall service maturity.
- Provide strong leadership through mentoring, coaching and capability development of support teams while fostering a culture of accountability, collaboration, innovation and operational excellence.
- Support project delivery through resource forecasting, budgeting, risk management, capacity planning and coordination with cross‑functional stakeholders to ensure successful execution of operational and transformation programme.
- Responsible for decision‑making, optimising processes, resource management and overseeing team management as needed for task execution.
- Accountable for allocating personnel, supervising team members, assigning tasks, ensuring that the team has the necessary tools and support to succeed in their roles and optimising and evaluating their performance to meet organisational goals.
- Responsible for decision‑making, optimising processes, resource management and overseeing team management as needed for task execution.
- Accountable for allocating personnel, supervising team members, assigning tasks, ensuring that the team has the necessary tools and support to succeed in their roles and optimising and evaluating their performance to meet organisational goals.
- Strong experience leading Managed Services, Service Delivery, Cloud Operations and Application Support organisations, with proven success managing large‑scale 24x7 operations in global delivery environments.
- Demonstrated leadership in operational governance, incident management, service resilience and continuous service improvement, ensuring SLA compliance, operational excellence and business continuity.
- Proven ability to lead distributed and shift‑based teams, including workforce planning, capacity management, stakeholder engagement and executive‑level communication.
- Strong understanding of monitoring, observability, automation, AIOps and operational support frameworks, with the ability to drive proactive issue detection, rapid incident resolution and service optimisation.
- Strong project management, delivery governance and problem‑solving capabilities, with a focus on prioritisation, risk management, process adherence and driving successful business outcomes.
- 8‑12+ years of experience in Service Delivery, IT Operations, Cloud Operations, Application Support, Managed Services or Production Support.
- Minimum 3‑5 years of experience leading global 24x7 operations and support teams.
- Experience managing enterprise‑wide Incident, Problem, Change and Major Incident Management processes.
- Experience leading service transition and operational readiness initiatives.
- Experience managing global stakeholders and executive communications.
- Experience with operational governance, KPI management, SLA reviews and service reporting.
- Experience working in complex enterprise environments supporting business‑critical platforms.
Must have
- Strong experience in Cloud Operations, Application Production Support and Managed Services, with hands‑on exposure to Azure cloud environments; AWS/GCP exposure is an added advantage.
- Proven experience managing 24x7 global support operations, including workforce planning, capacity management, shift governance and service continuity.
- Strong expertise in Incident, Problem, Change, Release and Major Incident Management, including leading L1.5 triage calls and coordinating resolution across L2/L3 and engineering teams.
- Experience working with ITSM platforms and operational governance frameworks, including SLA/KPI management, service reporting, escalation management and continuous service improvement.
- Strong understanding of Monitoring, Observability, Logging, Application Performance Management, API and Integration Support, with the ability to drive proactive issue detection and operational stability.
- Proven leadership experience in managing support teams, driving operational excellence, stakeholder communications, resource planning and service delivery outcomes in enterprise environments.
- Certifications such as
- ITIL v4 Foundation / Managing Professional
- Microsoft Azure Administrator Associate
Good to have
- PMP (Project Management Professional)
- PRINCE2 Practitioner
- Agile / Scrum Certification
- Site Reliability Engineering (SRE) Certification
- Cloud Operations Certifications
At EY, we’ll develop you with future‑focused skills and equip you with world‑class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more.
As a commitment, we persistently endeavour to embody our values, fulfil our purpose and champion inclusiveness. Our dedication is to cultivate EY into an environment where diverse perspectives are celebrated, creating a supportive atmosphere for individuals to authentically be themselves and contribute their utmost.
From entry‑level employees to senior leaders, we believe in continuous learning. We offer opportunities to build new skills, take on leadership roles and connect and grow through mentorship.
In our dynamic workplace, diversity, equity and inclusiveness are ingrained in our culture. We’re united by a commitment to create an environment where every individual’s differences are valued, practices are equitable, fostering a sense of belonging. Our shared values include integrity, respect, teaming, inclusiveness, energy, enthusiasm, courage to lead and building relationships based on doing the right thing.
Embark on a transformative career journey with us and indulge in a suite of premium benefits, encompassing exclusive health and wellness packages, enticing rewards and cutting‑edge learning opportunities that empower you to continually grow and excel in your professional and personal development.
To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability‑related adjustments or accommodations you may need.
“We are an equal opportunity employer and are committed to Diversity, Equity & Inclusion”.
EY | Building a better working world
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