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.

Essential Functions of the Job:
• Possesses a solid working knowledge of the Information Technology Infrastructure Library (ITIL) to recognize appropriate aspects in the Incident, Problem, and Change processes and improvements. Supports the team in ITIL familiarity and/or certification for staff as needed or necessary.
• Leads the Outage Management team by example - demonstrates high quality Major Incident Management skills to influence and expedite service recovery.
• Maintains advanced interpersonal and collaborative skills to engage strategically with peers and other senior executives of the firm, in cross business discussions as part of incident recovery activities and to build and maintain a solid network for effective teamwork and knowledge sharing. Uses these communication skills to challenge insightfully, to direct Major Incident Management and remediation to processes, and propose credible options as solutions.
• Conducts effective questioning to break down complex issues into core elements, formulate appropriate ideas and negotiate those ideas clearly and concisely to advance a cooperative engagement by all levels of the organization including senior and/or executive management.
• Manifests a strong analytical and problem-solving ability to negotiate complex and conflicting issues in a timely manner, handle ambiguity as well as multiple and shifting priorities and to drive related decisions that are both financially sound and operationally feasible.
• Adapts communication style to the style of others to leverage results. Develops rapport and remains calm under pressure. Builds strong relationships across all levels of a matrixed, geographically and culturally dispersed organization utilizing advanced oral and written English communication skills.
• Maintains a broad knowledge of the regional and global infrastructures, application technology and IT's overall technical operating environment to support proper recognition and impact of major service issues.
• Identifies improvement opportunities to further the Outage Management Center's support function.
• Possesses an advanced knowledge in Major Incident Management and specifically the Priority and Severity (PxSX) criteria to recognize the impact and aligned criteria to scale an Incident up to and including P1S1's (Major Incidents). Recognizes where criteria is met and leadership escalation is needed. Undertakes the escalation where required.
• Manifests appropriate leadership and influence management skills to guide aligned resources in major incident recovery activities, providing the sound planning and the ability to coach others in technical processes and practicesas part of individual or team mentoring as appropriate
• Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
• Remediate deviation of a process for its particular division/department/school
• Responsible for communicating with the Incident Process Owner
• Strong exposure to Service Now with a clear understanding of how tools should be used to support incident management process activities
• Point of contact for all major Incidents
• Responsible for the effective implementation of the "Incident Management" process and carries out the respective reporting procedure.
• Represent the first stage of escalation for Incidents
• Monitor the incidents to ensure that the Service Level Agreement are respected
• Identify, initiate, schedule and conduct incident reviews
• Ensure the closure of all resolved and end-user confirmed Incident records

Knowledge and Skills Requirements:
• Incident Management
• Problem Management
• Service Desk

Job Requirements:
Education:
College degree in & comparable job experiences in Incident & Problem management

Experience:
• Minimum 8+ years in Incident Management process
• Have effective communication skills - both written and oral
• ITIL Intermediate or Expert
• Be flexible and willing to adjust responsibilities to align with developing business needs
• Be proficient in MS Project/Word/PowerPoint/Excel - working knowledge of MS office

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