Job
Description
As an Incident Management Lead at EY, your role will involve ensuring that all Mercury Support Team (MST) teams execute Incident processes in compliance with defined quality standards. You will be responsible for managing ticket backlog and ageing, coordinating action plans for aged items, conducting post-incident reviews, and driving monthly service reviews with key stakeholders. Additionally, you will deliver training on Incident and ticket handling processes and ensure process documents are maintained in line with EY Technology and MST standards. Your key responsibilities will include: - Ensuring that all MST teams execute Incident processes in compliance with defined quality standards - Managing ticket backlog and ageing, coordinating action plans for aged items - Conducting post-incident reviews and working with teams to analyze reasons for non-compliance - Driving monthly service reviews with Product Line leaders, Service Delivery Managers, and Vendors - Delivering training for new joiners on Incident and ticket handling processes - Maintaining process documents in line with EY Technology and MST standards To qualify for this role, you must have: - Extensive knowledge and experience of ITIL and IT Service Management processes, preferably in a global support organization - Experience in managing service delivery performance and compliance through metrics and service levels - Strong communication skills to interact effectively with a diverse group of stakeholders - Proficiency in data analytics to identify key focus areas - Ideally, knowledge of SAP technologies and experience with ServiceNow ITSM suite, ServiceNow reporting, and PowerBI or other data visualization technologies would be advantageous. At EY, you will have the opportunity to develop future-focused skills, gain world-class experiences, and work in a flexible and inclusive environment. The organization empowers individuals and their extraordinary talents in a culture of globally connected teams. If you are ready to shape your future with confidence, apply today to be part of EY's mission to build a better working world. EY exists to create long-term value for clients, people, and society, and to build trust in the capital markets. Through diverse teams in over 150 countries, EY provides trust through assurance and helps clients grow, transform, and operate effectively across various sectors. As an Incident Management Lead at EY, your role will involve ensuring that all Mercury Support Team (MST) teams execute Incident processes in compliance with defined quality standards. You will be responsible for managing ticket backlog and ageing, coordinating action plans for aged items, conducting post-incident reviews, and driving monthly service reviews with key stakeholders. Additionally, you will deliver training on Incident and ticket handling processes and ensure process documents are maintained in line with EY Technology and MST standards. Your key responsibilities will include: - Ensuring that all MST teams execute Incident processes in compliance with defined quality standards - Managing ticket backlog and ageing, coordinating action plans for aged items - Conducting post-incident reviews and working with teams to analyze reasons for non-compliance - Driving monthly service reviews with Product Line leaders, Service Delivery Managers, and Vendors - Delivering training for new joiners on Incident and ticket handling processes - Maintaining process documents in line with EY Technology and MST standards To qualify for this role, you must have: - Extensive knowledge and experience of ITIL and IT Service Management processes, preferably in a global support organization - Experience in managing service delivery performance and compliance through metrics and service levels - Strong communication skills to interact effectively with a diverse group of stakeholders - Proficiency in data analytics to identify key focus areas - Ideally, knowledge of SAP technologies and experience with ServiceNow ITSM suite, ServiceNow reporting, and PowerBI or other data visualization technologies would be advantageous. At EY, you will have the opportunity to develop future-focused skills, gain world-class experiences, and work in a flexible and inclusive environment. The organization empowers individuals and their extraordinary talents in a culture of globally connected teams. If you are ready to shape your future with confidence, apply today to be part of EY's mission to build a better working world. EY exists to create long-term value for clients, people, and society, and to build trust in the capital markets. Through diverse teams in over 150 countries, EY provides trust through assurance and helps clients grow, transform, and operate effectively across various sectors.
