16 Oct
EY
Thiruvananthapuram
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Job Title: Application Managed Services Manager
Job Summary:
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:
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 ( 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:
- 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:
- 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:
- 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:
- International travel may be required
- Fluent English speaker
Job Requirements:
Education:
- A degree in Computer Science and/or a business related degree; or equivalent work experience
Experience :
- 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:
- Certifications in the following industry practices would be a plus (ITIL, BPM, etc)
- SAP SuccessFactors Certification
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