Techops - de - ams - cstechnical - senior

TechOps-DE-AMS-CSTechnical-Senior

At EY, we're all in to shape your future with confidence. We'll 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.

As a member of the Technology Support team, you will be responsible for providing first and second level technical support to our customers using one of the leading Wealth & Asset Management platforms. Your role will be essential in ensuring our customers' satisfaction and loyalty by efficiently resolving their problems and providing high-quality assistance.

Your key responsibilities include: responding to customer requests by telephone, e-mail or through a ticketing system, providing 2nd line application support for production issues from initial contact through to resolution and documentation, including root-cause identification and preventative action, collaborating with business users and technology teams to resolve issues in a timely manner with appropriate solutions. You will also be updating/enhancing client specific configurations, analyzing customer business requirements and identifying solutions using the applications and systems available, managing customer data, participating in the training of new users on our platform, contributing to the creation and updating of the knowledge base by documenting frequently encountered problems, solutions and best practices, ensuring regular follow-up of customer issues to ensure they are resolved satisfactorily and in a timely manner, monitoring and managing KPIs (Key of Performance Indicators), and identifying trends and gaps in customer support to suggest improvements to optimize processes and the overall support experience.

Skills and attributes for success include: experience in Production Support, System performance & reporting, Batch Monitoring, IT Availability, managing and supporting Wealth and Asset Management platform, leading a motivated and skilled team of Business Analyst, Application Developers and Technical Architects, being well conversant with ITSM & Service Management frameworks, expertise in setting up and running of Managed Services/outsourced projects, ability to multitask and work in a fast-paced, collaborative team environment, excellent written and oral communication skills, willingness to travel in accordance with client and other job requirements.

To qualify for the role, you must have: relevant university degree, preference for finance, mathematics, physics, computer science, or related degrees, 4-7 years of experience in Production support, monitoring and incident resolution & management, experience in working SLA/KPI based environment, experience working in multiple industries preferably Banking/Financial services/Insurance domains, knowledgeable in executing AMS engagements in one of the technologies - SAP, Java, .Net, SaaS products on Cloud, and expertise in Due Diligence, Transitions, Service Design and hands on experience in taking applications to Steady State.

Ideally, you'll also have: knowledgeable on Java, Python, or .Net or SaaS products on Cloud, customer focus, excellent communication and presentation skills, excellent analytical and problem-solving skills, and ability to effectively manage multiple customer requests, prioritize and meet deadlines.

What we offer includes: continuous learning opportunities, success as defined by you, transformative leadership, and a diverse and inclusive culture.