Job
Description
Technology Consulting Title Specialist II, Production Support Analyst EY is a global leader in assurance, tax, transaction and advisory services. Technology is at the heart of what we do and deliver at EY. Technology solutions are integrated in the client services we deliver and are key to our innovation as an organization. Fueled by strategic investment in technology and innovation, Client Technology seeks to drive growth opportunities and solve complex business problems for our clients through building a robust platform for business and powerful product engine that are vital to innovation at scale. As part of Client Technology, youll work with technologists and business experts, blending EYs deep industry knowledge and innovative ideas with our platforms, capabilities, and technical expertise. As a catalyst for change and growth, youll be at the forefront of integrating emerging technologies from AI to Data Analytics into every corner of what we do at EY. That means more growth for you, exciting learning opportunities, career choices, and the chance to make a real impact. 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 to identify new technology-based opportunities faster and pursue those opportunities more rapidly. Enterprise Workplace Technology (EWT) EWT supports 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 This role directs and coordinates production support activities for applications, databases, and systems by leading resolution efforts, coordinating deployments, and driving continuous improvement. Your key responsibilities
Provides advanced level production support of applications, databases, and systems. Directs and coordinates technical procedures to resolve production issues after evaluation. Provides infrastructure configuration services on multiple platforms in the test environment.
Leads the monitoring of production systems for alerts, outages, and system issues. Researches issues and performs root cause analysis to minimize risk. Manages the expectations and requirements of business and production support teams.
Sets service level agreements and ensures that support requests are resolved within the service level agreement timeframe. Resolves elevated issues and communicates the resolutions.
Writes and updates production support documentation, policies, and procedures.
Leads improvement efforts and directs changes.
Operates as an advanced technical partner and maintains strong working relationships with business partners.
Mentors and trains junior production support analysts. Proactively expands knowledge of systems and shares best practices.
Participates in special projects and performs other duties as assigned.
Collaborates across functions to manage the deployment of application and infrastructure changes while minimizing disruptions to existing systems.
Ensures production environment stability by coordinating go-live activities and validating release outcomes.
Drives end-user communication and alignment on release timelines, outcomes, and issue resolutions.
Oversees change delivery activities, ensuring integrity, availability, and business continuity during deployments.
Skills and attributes for success
A team player with strong analytical, communication and interpersonal skills
Constantly updating yourself about new technologies in the market
A winning personality and the ability to become a trusted advisor to the stakeholders
To qualify for the role, you must have
Minimum 5 years of experience in production support, with at least 2 years in an Information Technology environment.
Bachelors degree in Computer Science, Management Information Systems, or equivalent combination of training and experience.
Strong understanding of infrastructure configuration, system monitoring, and incident management.
Hands-on experience with root cause analysis, release planning, and change management in production environments.
Excellent documentation, stakeholder communication, and cross-functional coordination skills.
Experience in mentoring junior team members and contributing to continuous process improvements.
Ideally, youll also have
Strong verbal and written communication, facilitation, relationship-building, presentation and negotiation skills.
Be highly flexible, adaptable, and creative.
Comfortable interacting with senior executives (within the firm and at the client)
