Operations Support Technician

Job description

EY Technology:

Technology has always been at the heart of what we do and deliver at EY. We need technology to keep an organization the size of ours working efficiently. We have 250,000 people in more than 140 countries, all of whom rely on secure technology to be able to do their job every single day. Everything from the laptops we use, to the ability to work remotely on our mobile devices and connecting our people and our clients, to enabling hundreds of internal tools and external solutions delivered to our clients. Technology solutions are integrated in the client services we deliver and is key to us being more innovative as an organization.

EY Technology supports our technology needs through three business units:

Client Technology (CT) - focuses on developing new technology services for our clients. It enables EY toidentify new technology-based opportunities faster, and pursue those opportunities more rapidly.

Enterprise Workplace Technology (EWT) – EWTsupports our Core Business Services functions and will deliver fit-for-purpose technology infrastructure at the cheapest possible cost for quality services. EWT will also support our internal technology needs by focusing on a better user experience.

Information Security (Info Sec) - Info Sec prevents, detects, responds and mitigates cyber-risk, protecting EY and client data, and our information management systems.  

The opportunity

The Application Support Technician will support the run state and normal operations of Information Security technologies. The role performs operational and Level 3 support for Information Security technologies. Responsibilities involve the daily management of incidents, operational maintenance and support, and proactive/preventative analysis of systems. Applications can reside in EY as well as within vendor facilities and cloud. Responsibilities include driving the coordination and planning of upgrades as well as the standardization and automation of processes and procedures for Information Security technologies. We require application of ITIL service management knowledge and techniques, and management of the planning, scheduling and implementation of changes/releases/upgrades to various environments. In addition the opportunity is required to fulfill an On Call rotation as well as weekend and off – hours work to support the normal “run state” requirements.

Your key responsibilities

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Re-creates, analyzes, troubleshoots, and diagnoses incidents relating to Information Security technologies

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Determines root cause of incidents (configuration vs. defect)

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Liaisons with appropriate teams from various technical disciplines for the development of corrective actions or viable workarounds to resolve incidents

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Plans, Coordinates and Installs Information Security technologies in various pre-production and production environments as well as upgrades and fixes.  Remediates identified operating system and application vulnerabilities.

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Responds to automated alerts on the health of systems using sound analytic and troubleshooting methods

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Executes scheduled or unscheduled tasks relating to operational maintenance and monitoring of security technologies

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Performs routine audits of systems for preventative maintenance of security technologies and reporting on their status

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Adheres to EY and ITIL guidelines for Incident, Problem and Change Management

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Confirms that steps are taken to anticipate operational problems and that incidents are identified and resolved in a timely and efficient manner

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Provides technical expertise to enable all necessary operational procedures

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Communicates operational support issues on an ongoing-basis

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Manages application enhancements to improve performance and stability including monitoring and automation

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Works with Instrumentation team to enable customized monitoring for security application and that triage documentation is available to appropriately respond to automated alerts and recommend automated restoration to minimize any impact.

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Develops implementation plans for dealing complex requests for changes, evaluates risks to system availability

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Identifies and drives automation of redundant activities to improve efficiencies in the support of Information Security technologies

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The role will be required to be in an On Call rotation for escalation of production-related issues

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The role may also require the periodic allocation of additional time on the job to support multiple demands and escalating issues or to accommodate teams or staff in other time zones.

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Will require occasional weekend work to accommodate production scheduled downtimes to minimize impact to the business.

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Must be able to balance the firm’s security needs with the business impact and benefit. The role requires the ability to deal effectively and efficiently with escalations and time sensitive, difficult situations/people under pressure particularly in the area of restoration of services with information security implications.     

 

Skills and attributes for success

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Breadth and depth of knowledge and experience in a wide variety of technologies and software solutions in a large scale organization.

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Conceptual knowledge of security applications and technologies, as well as operating system platforms including Windows, Linux, Network and Cloud technologies, to support and operate systems critical to the security posture of the firm

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Experience with different support teams within InfoSec and EWT to manage both deliverables and complex SLA’s and dependencies

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Build and maintain strong relationships across all levels of a matrixed, geographically and culturally dispersed organization. Adapts appropriate communication styles to the style of others. Develops rapport and remains calm under pressure. 

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Effective communication and analysis skills to break down complex issues, formulate solutions, and influence stakeholders at various levels of the organization including senior management in a stressful, real-time incident management.

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Supports application enhancements to improve performance and stability including enhanced monitoring and automation.

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Works with Instrumentation team to enable customized monitoring for security application and that triage documentation is available to appropriately respond to automated alerts and recommend automated restoration to minimize any impact.

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Possess knowledge of the Information Technology Infrastructure Library (ITIL) to drive compliance in Incident, Problem, and Change processes and drive as necessary.

 

To qualify for the role you must have

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Degree in Computer Science or related discipline, or equivalent work experience

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5 - 7 years working within Information Technology in a global firm

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Experience in operations of a 24x7 support organization, project & product management,

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The role will also require the periodic allocation of additional time on the job to support multiple demands and escalating issues or to acceptable application maintenance windows and to accommodate teams or staff in other time zones (including weekends).

 

Ideally, you’ll also have                               

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ITIL v3 Foundation Certification

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Microsoft Solutions Engineer (MCSE) or other development platform/technologies certification(s) a plus

 

What we look for

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Critical thinking skills demonstrating analytical and systematic approach to problem solvingand a high degree of self-motivation

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Experience working in a global virtual environment

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Excellent interpersonal, communication and presentation skills

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Good judgment, tact, and decision-making ability

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Ability to understand and integrate cultural differences and motives and to work with cross cultural teams.

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Ability to deal with ambiguity and change, and exercise appropriate time management to meet deadlines

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Ability to work autonomously but also within a team environment where necessary

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Prioritization of work items to ensure deadlines are achieved

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Objective review of processes and Identification of most efficient and effective way for teams to work moving forward

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Breakdown of initiatives into the specific tasks that need to be completed    

 

What working at EY offers

We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions. Plus, we offer:

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Support, coaching and feedback from some of the most engaging colleagues around

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Opportunities to develop new skills and progress your career

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The freedom and flexibility to handle your role in a way that’s right for you

 

EY is committed to being an inclusive employer and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service whilst allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance.

 

 

About EY

As a global leader in assurance, tax, transaction and advisory services, we’re using the finance products, expertise and systems we’ve developed to build a better working world. That starts with a culture that believes in giving you the training, opportunities andcreativefreedom to make things better.Whenever you join, however long you stay, theexceptionalEY experience lasts a lifetime.And with a commitment to hiring and developing the most passionate people, we’ll make our ambition to be the best employer by 2020 a reality.

 

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.

Make your mark.

 

Apply now.