TechOps-ITSM-Service Mgmt-Manager

Role Overview: At EY, we are dedicated to shaping your future with confidence, providing you with the opportunity to succeed in a globally connected powerhouse of diverse teams, and guiding your career to new heights. Join EY to contribute to building a better working world. Key Responsibilities: - Lead incident management delivery for large-scale application services, ensuring end-to-end resolution of major incidents and incidents across regions and towers. - Drive rapid service restoration through cross-functional coordination, minimizing business impact and ensuring high service reliability. - Govern follow-the-sun operations, supporting service onboarding, transition, and steady-state stability in complex global environments. - Utilize ITSM automation and AIOps to enhance service performance, prevent incidents, and deliver continuous improvement aligned with business outcomes. - Collaborate with stakeholders, leadership, and vendors to deliver resilient services, driving service excellence, operational efficiency, and overall value realization. - Responsible for driving Service onboarding, Service Transition, and Service operations using ITSM leading practices for products, applications, and services delivered at EY. Qualification Required: - Bachelors degree in Computer Science, IT, or related field. - Strong experience in Global Incident/Major Incident Management within large-scale multi-tower environments. - Proven expertise in ITIL/ITSM processes such as Incident, Problem, and Change Management. - Hands-on understanding of enterprise applications, including SaaS platforms. - Experience with cloud platforms such as Azure, AWS, GCP, and distributed systems. - Demonstrated ability to lead high-severity incidents (P1/P2) and drive rapid resolution. - Strong stakeholder management and executive communication skills. - Experience working in 24x7 global delivery models (follow-the-sun). - Ability to manage cross-functional teams and third-party vendors. - Strong analytical and problem-solving capabilities with a focus on continuous improvement. - Exposure to automation, monitoring, and AIOps practices. - Proven leadership and team management experiences. - Familiarity with ITSM process tools such as ServiceNow, BMC Remedy, JIRA, or equivalent tools. - Proficiency in MS PowerPoint, Excel, and Visio. Any additional details of the company: EY is committed to Diversity, Equity & Inclusion, and continually strives to embody its values, fulfill its purpose, and champion inclusiveness. The organization believes in continuous learning for all employees, offering opportunities for skill development, leadership roles, mentorship, and personal growth. EY fosters a culture of diversity, equity, and inclusiveness, where individual differences are valued, practices are equitable, and a sense of belonging is nurtured. The company provides a suite of premium benefits, including health and wellness packages, rewards, and learning opportunities. If you are passionate about joining EY and align with their values, you can apply through their user-friendly form. Successful candidates will proceed to a competency-based interview. EY is an equal opportunity employer committed to creating a supportive environment for individuals to contribute authentically and excel in their professional and personal development. Role Overview: At EY, we are dedicated to shaping your future with confidence, providing you with the opportunity to succeed in a globally connected powerhouse of diverse teams, and guiding your career to new heights. Join EY to contribute to building a better working world. Key Responsibilities: - Lead incident management delivery for large-scale application services, ensuring end-to-end resolution of major incidents and incidents across regions and towers. - Drive rapid service restoration through cross-functional coordination, minimizing business impact and ensuring high service reliability. - Govern follow-the-sun operations, supporting service onboarding, transition, and steady-state stability in complex global environments. - Utilize ITSM automation and AIOps to enhance service performance, prevent incidents, and deliver continuous improvement aligned with business outcomes. - Collaborate with stakeholders, leadership, and vendors to deliver resilient services, driving service excellence, operational efficiency, and overall value realization. - Responsible for driving Service onboarding, Service Transition, and Service operations using ITSM leading practices for products, applications, and services delivered at EY. Qualification Required: - Bachelors degree in Computer Science, IT, or related field. - Strong experience in Global Incident/Major Incident Management within large-scale multi-tower environments. - Proven expertise in ITIL/ITSM processes such as Incident, Problem, and Change Management. - Hands-on understanding of enterprise applications, including SaaS platforms. - Experience with cloud platforms s