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EY Cloud Operations & Support Lead (GPS) in Boston, Massachusetts

Cloud Operations & Support Lead (GPS)

Core Business Services

Requisition # UNI00I8B

Post Date Jun 11, 2021

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. 

From strategy to execution, the Government & Public Sector (GPS) practice of Ernst & Young LLP provides a full range of consulting and audit services to help our Federal, State, Local and Education clients implement new ideas to help achieve their mission outcomes. We deliver real change and measurable results through our diverse, high-performing teams, quality work at the highest professional standards, operational know-how from across our global organization, and creative and bold ideas that drive innovation. We enable our government clients to achieve their mission of protecting the nation and serving the people; increasing public safety; improving healthcare for our military, veterans and citizens; delivering essential public services; and helping those in need. EY is ready to help our government build a better working world. 

Our GPS Technology Organization is a structure within the US GPS practice that implements and maintains a new operate and technology model designed specifically to support U.S. defense and Government engagements.  

*The opportunity *

You’ll participate in defining the support and operations of all new solutions. Ensuring the smooth, ongoing operation and support of a solution to deliver its successful deployment to the user community. You’ll run, maintain and support technology projects post-transition, ensuring successful deployment. Delivering quality support and resolving issues within the context of key business processes, products and services will be key in this role. You’ll contribute to initiatives that drive toward continuous improvement, standardization and the adoption of automation at scale. You’ll also be delivering to service level agreements and operational level agreements established by Service Delivery (global, regional, industry or function).

*Your key responsibilities *

  • Evaluating effectiveness of support activities, anticipating demand and ensuring capacity

  • Recommending procedures for effective and efficient operation and workload optimization

  • Managing a group of supervisors who operate teams supporting processes that lead to the creation of products, services or other outcomes, as part of a wider support services team

  • Working with senior stakeholders at support services leadership levels and outside of the support services team (internally and externally) to handle process issues, information needs, escalation activities and continuous improvement projects

  • Developing plans to deliver technology support and operations, systems and database administration services

  • Setting priorities for operations and support activities, initiatives and issue resolution

  • Seeking out opportunities to improve incident response rate

  • Evaluating KPIs and customer satisfaction surveys to iterate the process and anticipate changing needs

  • Implementing problem management procedures to resolve root causes of incidents

  • Providing end-to-end management of technical issues and problems encountered by users, within an agreed timeframe

  • Evaluating the risk of change and providing actionable guidelines on reducing the impact

Skills and attributes for success

  • Ability to provide high quality service for internal and external customers

  • Knowledge of and ability to provide leading practices, guidance and technology solutions that enable more productive and efficient support to customers

  • Ability to manage stakeholder expectations and needs by aligning those with the requirements and objectives of the organization. This includes the ability to set service standards, provide appropriate and effective communications, maintain continuous levels of engagement, negotiate with and influence stakeholders

  • Knowledge of troubleshooting triage approaches, tools and techniques. Ability to anticipate, recognize and resolve technical problems, prioritizing the urgency of issues and their resolution. Ability to systematically identify, classify and troubleshoot technical issues and incidents that disrupt and impact day-to-day business activities, within a specified timeframe, and to implement an end-to-end problem management process to analyze underlying problems, advise on infrastructure related upgrades and improvements, and develop user guides and training materials

  • Knowledge of Change Management standards and procedures. Ability to assess the impact and risk of changes being made. Ability to understand the type of change being made and ensure the right resources are assigned to the deployment of the change.

  • Builds relationships with clients, acting as the primary point-of-contact for select clients/client personnel

  • Possesses the poise and maturity to handle difficult client situations​

  • Embraces change and, through self-awareness, adapts behavior in diverse contexts

  • Identifies the root cause of organizational problems and creates alternative solutions that resolve these problems​

*To qualify for the role you must have  *

  • Bachelor’s degree in IT-related field or bachelor’s degree in non-IT related field with a total of 10 years of information security experience

  • Ability to obtain and maintain Top Secret Security clearance level

*Ideally, you’ll also have *

  • Experience managing a team

  • Past experience working within professional services or large matrix organizations

*What we look for *

Individuals with strong business and technical acumen who demonstrate drive, vision, teaming and purpose and are passionate about helping our clients achieve their goals. 

*What we offer *

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options. Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances. You’ll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

  • Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.

  • Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.

  • Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.

  • Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.  

If you can demonstrate that you meet the criteria above, please contact us as soon as possible.   

*The exceptional EY experience. It’s yours to build.  *

*EY | Building a better working world  *

EY 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.  

EY is an equal opportunity, affirmative action employer providing equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, national origin, protected veteran status, disability status, or any other legally protected basis, in accordance with applicable law.

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