Talent AMS Manager

Bangalore, Karnataka
Permanent
Full-time

24 days ago

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.Job Summary:

(Briefly describe the main objectives and purpose of the job. Why does the job exist? What is it expected to accomplish?)
Depending on the service line a Application Managed Service Manager may be responsible for one or more portfolios, one or more critical business Applications, or a combination of both. The role owns the portfolio/application as a point of escalation, support budget management, and support delivery oversight.

Essential Functions of the Job:(Describe essential functions, or primary duties and responsibilities. Assume the reader does not know the role or function of the job.)

Together with the AMS Lead:
Own and be the SPOC for application managed service for a particular portfolio, sub-portfolio or application
Governs and provides guidance to the teams for the applications in that portfolio
Work with TCS Support Manager/Support team for any issue resolutions
Vendor Management - relationship, monitor delivery, metric compliance and overall customer satisfaction
Provide SLA exceptions (if any)
Liaison to the Business; Single point of contact for IT Service Delivery and Technology groups
Management of Support Budget (Hosting, Software)
Project intake and demand management
High Priority support ticket management/ attendance / Escalations
Required 24/7 on-call support ( e.g. escalations, vacation, holiday, weekend coverage)
Managing SAP SuccessFactors project life cycle implementation and integrations
Working in a corporate IT environment with multiple disciplines to deliver projects in line with customer needs
Working in a corporate IT environment in the Operational / Support Service Management role meeting ITIL framework
Review technical program/code (Sql*Server,.NET, ASP, SSIS, SAP HANA) to proactively identify production and performance issues

Analytical/Decision Making Responsibilities:

(Describe the kind of problems and challenges typically faced, and decisions required to perform the job, as well as recommendations made to supervisors or others. Focus on the nature of existing policies, precedents and procedures used to guide decisions, and the degree to which the incumbent is free to make decisions requiring interpretation and judgment. Provide an example.)
Challenge/hold the AMS delivery team to account
Must be able to work within a matrix organization - balancing the needs of the service line against firm initiatives and goals
Must make decisions, such as prioritize relationships to develop, negotiate with customers and overcome obstacles
Identify, manage and resolve complex issues, preventing escalations, where possible
Manage, negotiate and resolve project risks effectively
Demonstrate, by example, in-depth knowledge of the EY competency principles and practices, including coaching, learning and mentoring
Leader and team player - sets example for project managers, business analysts and others to follow
Create an open, honest, accountable and collaborative team environment

Knowledge and Skills Requirements:

(Describe the knowledge or skills needed to perform this job; these may be technical, managerial or behavioral in nature.)
High level understanding of service line business processes and application landscape.
Effectively navigating EY matrix
Relationship management (internal & external stakeholders)
End to end understanding of IT life cycle (pipeline, resource, demand, project delivery, financial)
Champion of ITIL Support processes and their implementation
5+ years of application services and/or client/supplier relationship management in a technology environment
Good business acumen and ability to negotiate with business partners
Strong customer orientation and able to manage customer expectations
Good executive presence
Ability to develop strategic plans and translate them to actionable roadmaps
Good financial and people leadership skills
Initiates, builds and maintains productive customer relationships
Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change
Knowledge and experience ORACLE and SQL*Server DB skills
Knowledge of windows OS, Linux, SQL and windows Domains
Knowledge of Infrastructure Support
Business Analysis experience
Basic understanding of data modelling
Basic project management skills. Demonstrates strong understanding of scope, schedule and planning, time management, resource management and cost management.
Knowledge of accounting and financials

Supervision Responsibilities:

(Describe the level of supervision received (i.e., the frequency of supervisory contact, degree to which the individual acts independently and on what kinds of issues). Describe the level of supervision of others, if any (i.e., assigning work, reviewing performance, direct or indirect responsibility).
No direct reports
Working relationships (daily) with EY ITSD and AMS Lead
Working relationships (daily) with TCS AMS team
Liaison to the Business for that Portfolio / App
GIS Liaison

Other Requirements:(Describe other functions or expectations of the job such as whether overtime is regularly required (e.g., during busy season?), whether there are particular times of the year that vacation may not be taken, whether there is frequent travel, whether there are any physical requirements beyond those expected in a normal office environment or any other miscellaneous things about the job that should be made known.)

International travel may be required
Fluent English speaker

Job Requirements:Education:

(What is the minimum level of education needed/suggested to perform this job?)
A degree in Computer Science and/or a business related degree; or equivalent work experience

Experience:

(What is minimum number of years needed/suggested to perform this job?)
3+ years of engineering/development experience utilizing high level programming languages ( 3rd or 4th generation) like ASP .Net / SQL / C# / HANA/ SAP SuccessFactors.
5+ years in a corporate IT environment working with multiple disciplines to deliver projects in line with customer needs
5+ years in a corporate IT environment working in the Operational / Technical Support Service Management / DevOps role meeting ITIL framework
Significant experience in a customer service role and business management role
Work experience in a professional services industry, preferred

Certification Requirements:

(Describe and explain any certifications and/or licenses needed or helpful to perform this job).
Certifications in the following industry practices would be a plus (ITIL, BPM, etc)
SAP SuccessFactors Certification

EY | Building a better working worldEY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

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