TechOps-ITSM-Service Mgmt-Manager

At EY, were all in to shape your future with confidence. Well help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world. About Global Delivery Services Global Delivery Services refers to EY's worldwide network of service delivery centers. The GDS team plays an important role in EYs strategy by ensuring effective support to EYs growth agenda. Our journey started in 2002 with approximately 200 people. Today we stand at 80,000+ professionals in ten locations around the world. We operate in Argentina, China, Hungary, India, Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom. Client service is focused on providing Consulting, Assurance, Tax, Strategy & Transactions, and Knowledge support to our clients around the world. The teams enable account teams worldwide to provide seamless, high-quality, value-added support, helping deliver exceptional client service. Enablement Services provides cost-effective, high-skilled, and innovative services to support EYs global and local enablement teams. Markets, BMC, AWS, Finance and Accounting, Risk Management, Procurement, People Shared Services, IT Service Delivery and IT Global Infrastructure services, are among the services offered by Enablement Services. Our innovation specialists serve the GDS Client Service and Enablement Services teams, along with Service Lines, Core Business Services and Sectors. The team brings the desired environment, technologies and skilled teams together for facilitation, rapid prototyping and innovative thinking. The competencies offered include analytics, digital, user experience, mobile technology, infrastructure, Microsoft technologies and open innovation. The Opportunity Lead incident management delivery for large-scale application services, owning end-to-end resolution of major incidents and incidents across regions and towers.Drive rapid service restoration through cross-functional coordination, ensuring minimal business impact and high service reliability.Govern follow-the-sun operations, supporting service onboarding, transition, and steady-state stability in complex global environments.Leverage ITSM, automation, and AIOps to enhance service performance, prevent incidents, and deliver continuous improvement aligned to business outcomes.Collaborate with stakeholders, leadership, and vendors to deliver resilient services, driving service excellence, operational efficiency, and overall value realization.You will also be responsible for driving Service onboarding, Service Transition, Service operations using ITSM leading practices for products, applications and services delivered at EY. Your Key Responsibilities Act as the single point of accountability for Incident Management across application systemsLead end-to-end management of major incidents (P1/P2) ensuring rapid service restoration and queue management and resolution for P3/P4 incidentsDrive cross-functional coordination (application, infrastructure, network, cloud, vendors) through global war rooms and bridge callsEnsure clear, timely, and impact-focused communication to stakeholders, clients, and leadershipOwn and enforce SLA/KPI adherence, including effective prioritization, escalation, and resolutionGovern 24x7 follow-the-sun incident model, ensuring seamless regional handoffs and continuityOperate within a Global Command Center / Control Tower model for standardized incident governanceManage stakeholder engagement with regular operational and executive-level updatesManage cross-tower dependencies to ensure end-to-end service restoration and stabilitySupport service onboarding, transition, and stabilization, proactively managing operational risksMaintain runbooks, SOPs, and operational readiness frameworksDrive continuous improvement through: Incident trend analysis, Problem management integration, Reduction of repeat incidents, Optimization of service performance metrics (e.g., MTTR, efficiency)Proactively drive incident prevention using monitoring, early warning systems, and AIOpsPartner with Change and Release Management to mitigate change-related risksEnsure blameless post-incident reviews (PIRs) with clear ownership and action closureEnforce vendor accountability aligned to SLAs, OLAs, and contractual commitmentsChampion ITIL-based ITSM best practices across the incident lifecycleEnable automation and operational excellence to improve reliability and efficiencyEnsure cost control and prevention of service leakageLead and coach teams to deliver outcomes through structured problem-solving and continuous improvementStandardize and enforce incident management processes across global entities and business units Skills And Attributes For Success As the Incident Manager with service transition exposure Major Incident Management (P1/P2 handling, war room leadership)Application Support Expertise (understanding app architecture .