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EY EUTX - End User Incident Specialist in Kochi, India

EUTX - End User Incident Specialist

Core Business Services

Requisition # TVM000BU

Post Date Apr 08, 2019

The primary responsibility of the role is to ensure that the EUIM team has the necessary information to respond to (resolve and/or escalate) Incidents efficiently within the environment that have been identified as affecting End User Technology services (i.e., desktop software and the management tools, desktop delivery tools including virtualization, e-mail messaging, mobile devices and mobile platforms, printing).

This will include performing the following activities:

  • Maintaining relationship with L3 support teams. Liaison between Incident Control Management and external escalation teams.

  • Being the End User Incident Specialist for BAU and shift left activities to Event Monitoring

  • Monitoring BAU incidents to ensure KPI’s and OLA’s are met.

  • Co-working on P1Sx Incidents with the End User Technical track team members.

  • Enable standardization of processes and working practices as they relate to End User Incident track.

  • Drive consistency in service delivery by supporting one unified operation model.

  • Help drive automation activities to ensure the End User Incident track team is identifying activities which can be automated to operate as efficiently as possible.

Essential Functions of the Job:

Team Management / Service Delivery

  • Maintaining awareness of all End User Incidents.

  • Acting as escalation point for any technical issues with End User incidents for the Event Monitoring team.

Quality Management

  • Ensure feedback from quality reviews and reporting are addressed in a timely fashion and remediation efforts for all incidents are continual.

  • Identify improvement opportunities within incident resolution.

  • Identification of appropriate recovery actions, agreeing timelines and holding teams accountable for meeting agreed targets escalating when appropriate.

  • Review P1Sx incidents and documentation for process and technical improvement opportunities

Process Alignment/Technical Leadership

  • Ensure team adherence to established processes.

  • Implement process improvement plans including training, shift left activities and identification of automation candidates to End user Specialists team.

  • Seek out solutions to technical questions and service support inconsistencies.

  • Provide technical triage and resolution steps for new applications/services from escalation support teams.

  • Provide technical assistance to the End User Technical track team within P1Sx Incident Management. Helping in identification of appropriate recovery actions and required technical resources.

  • Review Ops Manuals and PSPs and provide input into projects to ensure ISM receives the correct level of technical information (knowledge and access) required to support new apps/services.

  • Drive automation of redundant incident resolution activities.

  • Promote operational excellence by challenging current practices, carrying out research and contributing new data and insights into team’s best practices.

  • Technical involvement/advice within Service Intake and/or within projects for new services which fall under the End User Technical track

Coaching & Development

  • Promote operational excellence by challenging current practices, carrying out research and contributing new data and insights into team’s best practices.

  • Coach and develop more junior members of the End User Incident track team by:

  • Reviewing others’ work for compliance with team quality standards and provide suggestions for improvement.

  • Providing constructive feedback tailored to each person’s style and environment.

  • Adopting appropriate coaching techniques to meet the various needs of team members.

  • Recommending development activities tailored to each team member’s needs and learning style.

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