EY Business Aligned Weekend Support Operations Engineer in Trivandrum, India

Business Aligned Weekend Support Operations Engineer

Core Business Services

Requisition # GSS004OU

Post Date Oct 11, 2018

Job Summary:

The Business Aligned Weekend Support Specialist provides complete global infrastructure and application support for the EY Fraud Investigations and Dispute practice (FIDS), Assurance, Global Markets and Tax business globally for key enterprise applications and associated infrastructure. Thisposition will be responsible for the management and administration of infrastructure,addressing all incident, change requests and service request activities specific to supporting the infrastructure, databases and applications supporting key Enterprise applications.Environments included in this teams purview are hosted in EY on-prem dedicated, shared infrastructure and vendor hosted (Cloud) data centers, which are globally diverse. Activities will include incident response/triage, credential creation and management, provisioning of storage and associated maintenance, analysis and maintenance of SQL activities, capacity analysis, and application of monthly OS and application patches. This individual will have daily interactions with the Project team for handover and introduction of new applications and corresponding infrastructure as well as any escalations. Other activities will also include operational projects (OS updates, hardware refreshes, implementation of new monitoring tools etc.) The job requires knowledge and previous experience on Infrastructure (Backup, Servers, Storage, Windows, Linux and VMWare). E-Discovery suite of products knowledge is not mandatory, however would be preferred.

The role will also require continuous interactions with the Service Delivery organization and frequentinteractions with the EY business leads to assure the best level of attention is given to our clients. Operationally, it will be necessary for this team to interface/lead triage across managed services providers (Azure, Rackspace) as well as internal adjacent technology teams. In addition to these operational tasks,the role will be responsible for monitoring and addressing capacity constraints in the environment using the tools and systems available within the organization.The person will also be accountable for performance management of the infrastructure and applications to assure it is optimized for the clients use.

This role requires collaboration with EY's engineering,lnfoSec and Architecture teams to plan,resource and direct the architecture directives as agreed with EY Technologyleadership driving all efforts in compliance with EY's standards for technology development and deployment. This role is reports to the Business Aligned Weekend Support Leader

Essential Functions of the Job:

  • Responsible for weekend support of key enterprise applications, managing incidents, service requests, maintenance work, etc. He or she must assure that the strategy and best practices in supporting and maintaining operational readiness and operating in compliance with all change and outage management processes.

  • Via a matrix-managed organization, this person will coordinate all operational and project activities on weekends for the systems providing services to our clients.

  • Review of impacted applications, systems network and servers to foster best practices in remediation efforts as well as to ascertain adherence to the associated governance related to change, release, deployment and operational readiness directives for the team.

  • Work with Project team on documentation and process for implementation and transition of new applications or processes

  • Participate in any and all handover activities for incidents that may be passed to other BAS teams for follow the sun activities

  • Install application and patching activities during planned maintenance windows

  • Manage capacity (backup, storage, VMware/Hyper-V, physical rack space, database, etc.)

  • Hands-on experience supporting/leverage cloud vendors: Azure/AWS/Rackspace

  • Provision backup, storage and servers (based on location) where capacity dictates

  • Handle all decommission activities and participate in the implementation of new hardware due to refresh requirements.

  • Work with vendors for solutions related with GVM findings. Apply patches and file appropriate exceptions where applicable.

  • Utilize 3rd party products for configuration management to ensure governance for any changes

  • Monitor the ticket queue and handle service request tickets within ServiceNow

  • Work with Service Desk and Service Management on any bottlenecks or areas identified to improve response or service.

  • Oversees the timely and appropriate communication to and among business sponsors, stakeholders and others on the ongoing activities and accomplishments as part of knowledge sharing and formal reporting.

  • Assure that all project deliverables and accomplishments are within the specific compliance mandates and EY Technology procedures

  • Oversees the timely and active monitoring of technologies and other directives to manage the team's activities in continuous improvement relative to best practices within the industry.

  • Conduct detailed performance monitoring of the systems and raise awareness of any limitations that are within the environment. When applicable, suggest recommended changes to Service Delivery and the business.

  • Identify capacity constraints or system limitations and formally communicate them to the business.

  • Recommend best practices to the business to improve overall performance and system experience for the client.

  • Optimization of the infrastructure components to assure it is running a peak performance at the best possible price to EY.

  • Remain current with industry trends and incorporate new technologies to EY that will benefit the business in achieving its strategy to substantially grow while reducing unit cost of operations.

  • Responsible for observing all laws, regulations and other applicable obligations wherever and whenever business is conducted on behalf of the Company. Expected to work in a safe manner in accordance with established operating procedures and practices.

Analytical/Decision Making Responsibilities:

The role requires an advanced analytical acumen and solution orientation to understand the nuances technologies in current use to drive triage and operational activities. Utilizes knowledge of appropriate products and other aligned IT service environments to make appropriate decisions including the management and efficient handling of capacity planning, change impacts and vendor management to drive engineering directives. The role additionally requires a high degree of consultative questioning, influence management and critical thinking skills to understand a current directive and recommend and/or design viable solutions that are both cost effective and supporting the value to the business.

  • Capacity reviews and recommendations to purchase when threshold are exceeded.

  • Solutions – Analyze solutions for problems and discuss with management and team leads

  • Interactions with various levels if IT and client serving teams.

  • Participate in and contribute to all operational documentation updates

  • Monitoring

  • Leverage AMP tools for real-time monitoring and proactive analysis

  • Leverage Log Mining and Enterprise Monitoring Tools

  • Splunk, SCOM/HP OpenView, Log Parser/Log Parser Studio

Knowledge and Skills Requirements:

Technical Skills:

  • FTDS E-Discovery and analytics application knowledge

  • Relavibity 9.x

  • Brainspace

  • iPro

  • LexisNexis Law

  • NUIX

  • BluePrism

  • In-Depth knowledge of Windows/Linux OS

  • Citrix Platform

  • VPX (Gateway/Load Balancer)

  • XenApp (VDA/CDA/StoreFront)

  • Director Insights

  • XenDesktop

  • In-Depth knowledge of Windows/Linux OS

  • Hands-on experience in RDBMS and NoSQL Platform Administration

  • MS SQL Server

  • PostgreSQL

  • 2+ years of application support and familiarity of Service Now or any other Ticketing system

  • Knowledge in system administration including OS/firmware patching maintenance

  • Understanding of standard application architecture and development

  • Some prior knowledge of supporting Windows Server operating systems including Windows Server 2008 and 2012 R2.

  • Knowledge of various infrastructure applications including Active Directory, DNS, DHCP, SEP and SCCM

  • Experience in establishing and supporting automated application monitoring protocols useful but not required

Soft Skills:

  • Excellent communication, interpersonal and organizational skills

  • Sound judgment and analytical ability

  • Strong documentation skills – MS Word, Excel, Projects and Visio

  • The ability to work effectively with clients, management and staff members

  • Experience in maintaining mission critical production environments

  • Working knowledge in ITIL Incident, Change and Problem Management

Other Requirements:

  • The job requires to follow a weekend support scheduled

  • The job will require to work on extended hours

  • The job will require 24x7 on-call service

  • The job may require to work on different time zone due to global responsibilities

  • The job may require travel to other Global Data Centers

Job Requirements:

Education:

  • College degree in related technology field (Computer, Engineering, Science , etc.) or comparable job experiences managing infrastructure.

Experience:

  • Approximately 5+ years of experience in an infrastructure support role.

Certification Requirements:

  • Certification in eDiscovery applications would be beneficial.