Operation Technician

At EY, you will play a crucial role in shaping the future with confidence. You will be part of a globally connected powerhouse of diverse teams that will support you in taking your career to new heights. Join EY in our mission to build a better working world. As an Operation Technician in the Collaboration Solution Support team with a scope of global support, your primary responsibility will be to provide third-level support to end-users for various incidents, service catalogue tasks, and problem cases that have been escalated by lower tiers. You will work with a wide range of End User Technology Services, including Messaging / Outlook, Zoom, MS Digital whiteboard Mural, Miro, Lucid, Planner, To Do, Project On Web, Microsoft VIVA, Kaltura, Cvent, and Slido. Your role will involve rotational shifts, including night shifts. Key Responsibilities: - Investigate and diagnose incidents to restore failed IT services promptly - Resolve incidents within specified Service Level Agreements/Operational Level Agreements - Identify improvement opportunities within incident resolution processes - Provide specialized investigation and diagnosis of all incidents and service catalogue requests - Liaise between Outage Management and other technical support teams for infrastructure outage resolution - Review operation manuals, production support procedures, and provide input into projects to ensure proper technical information for supporting new applications/services - Create and update knowledge articles to enhance operational efficiency - Implement efficient automated processes to improve operational efficiency Knowledge and Skills Requirements: - Proficiency in incident management processes and handling high-priority incidents - Ability to work effectively in high-pressure environments while maintaining focus and a sense of urgency - Strong coordination skills with IT services personnel across multiple locations and cultural backgrounds - Analytical and decision-making abilities for preparing reports and working independently - Familiarity with Quality Management Processes and multitasking capabilities - Understanding of ITIL Service Management principles, particularly Incident, Problem, and Change Management - Excellent listening, written, and verbal communication skills Technical Leadership: - Ensure team adherence to established processes and implement process improvement plans - Provide technical triage and resolution steps for new applications/services - Assist in P1 Incident Management and identify appropriate recovery actions - Drive automation of incident resolution activities - Challenge current practices and contribute new insights for operational excellence Technical Skills: - In-depth knowledge of MS Outlook, Outlook Web Application, Auto discover, Shared mailbox, etc. - Proficiency in Outlook technical support and Exchange support - Familiarity with Mural, Miro, Lucid, MS whiteboard, Kaltura, Cvent, Slido, Planner, To Do, Project On Web, Microsoft VIVA - Understanding of Windows Operating System, Active Directory, Network LAN/WAN Coaching & Development: - Promote operational excellence and coach junior team members - Review work for compliance with quality standards and provide feedback - Tailor coaching techniques to meet the needs of team members - Recommend development activities tailored to individual needs and learning style Job Requirement: Education: Bachelor's degree or related discipline Experience: 6-8 years overall with a minimum of 3-4 years in Incident Management Certification Requirements: - Must have: MCSA: Windows Server 2016, ITIL Foundation certification - Good to have: MCSA: Office 365, MCSE Productivity Solutions Expert, Microsoft 365 Certified, etc. Join EY in building a better working world by creating new value for clients, people, society, and the planet. With a focus on data, AI, and advanced technology, EY teams help shape the future with confidence and provide solutions to pressing global issues. EY offers a full spectrum of services in assurance, consulting, tax, strategy, and transactions, supported by a globally connected network and diverse ecosystem partners across more than 150 countries and territories.,