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.
**The opportunity**
The EYTS Lead for Oceania Region
**Your key responsibilities**
- Represent all technical functions of EYTS organization, such as Infrastructure, Network, end user technologies in Oceania region.
- Lead monthly business reviews and service delivery reviews with BRMs
- Lead initiatives that improve the IT services experience for the users in Oceania region.
- Engage closely with the EYTS and ESPM technical leaders across the globe and implement the best practices and improvements in the IT landscape of Oceania region.
- Drive best practices in appropriate methodologies for complex restorative and maintenance actions inclusive of advanced troubleshooting and applied technical skills required to restore current services in IT Operations. Identifies and guides best practices and restorative activities in Service Now to capture improvements in event resolution timeframes and client perception of services.
- Partner with Level 2 and 3 technical support and engineering teams to solution technical issues as needed to support wide area issues and complex incidents needing restoration.
- Drive an appropriate performance of root cause analysis and other process analytics utilizing the Information Technology Infrastructure Library (ITIL) to recognize appropriate aspects in the Incident, Problem, Change and Availability processes and identify and target opportunities for process improvements in time and efficiency.
- Acts the primary point of escalation and thought leadership for the overall stability and health of the IT Infrastructure. Uses experience and knowledge to lead discussions as well as to proactively recognize issues or trends that point to variances in expected targets in SLAs and other key metrics. Escalates or is the highest point of escalation as needed and drives recommended change as identified. Identifies and reports on variances as well as positions solutions to management as discovered and identified.
- Maintains all activities in accordance with EY's compliance policies and IT Service processes to provide restorative actions within scope and aligned to operational readiness standards for IT Infra performance.
- Actively participates and/or leads outage calls or discussions by identifying and sharing best practices to restore IT services and to mitigate future reoccurrence in IT.
- Proactively maintains a solid understanding of EY's business, the interconnectivity to IT operational readiness model and the forward strategy for improvements and strategic enhancements in the data network to maintain thought leadership in guiding conversations. Advises business leads and others in IT on procedures in appropriate collaborative activities or opportunities for harmonization in network services aligned to the remit of the role.
- Shares and reviews best practices with team and peers in the implementation of said best practices to promote continuous improvement within the team and cross unit consistencies between IT departments.
- Partners with Infrastructure Product Managers to review monthly performance metrics on technologies and works on new product deployment roadmap from operational perspective.
- Plays key role in service management for Infra operations and driving vendors in delivering SLA as per defined metrics.
- Promote and drive innovation and transformation in technology. Focus on implementing Automation initiatives.
- Responsible to govern other managed services vendors who provides network operational support to EY.
**Skills and attributes for success**
**To qualify for the role you must have**
- Solid advanced technical skills related to IT infrastructure technologies
- Advanced technical skills on IT infrastructure. Network and end user technologies
- Possesses a strong working knowledge of the Information Technology Infrastructure Library (ITIL) to recognize appropriate aspects in the Incident, Problem, Change and Availability processes as it related to Data Network activities and workflows.
- Maintains advanced interpersonal skills to engage, as a thought leader, senior executives of the firm, in cross business discussions within a matrixed, geographically dispersed organization and to build a solid network of peers and others of influence. Uses these relationships to partner with colleagues based on technical expertise and challenge insightfully to improve connectivity and propose credible options in solutions
- Maintains a comprehensive knowledge of IT end - to
- end processes and operating environment to support proper recognition of issues or to recognize and position improvement opportunities to properly