EY Looking for Senior Network Operations Engineer at Bengaluru, Karnataka, India Full Time

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.

The opportunity

This roles in Network operations provides an advanced level technical and management service to support major incidents, Changes and Problems tickets in the global Information Technology (IT) Data Network. The role is responsible to manage, plan, monitor and support all request concerning data network connectivity that affect EY’s clients and to provide appropriate restoration of services within the standards of the Service level Agreement (SLA) between IT and EY business teams. The role maintains and validate the accurate information and data regarding issues resolution within the IT incident management tool, Service Now, and maintains compliance with EY’s policies and standards in all actions taken to resolve issues. The role is expected to handle vendor and work with multiple teams to ensure effective Service Delivery.. Knowledge on EY Technology IT processes and various functional teams within EY Technology are highly desirable. Awareness of project management methods and tools and quality assurance are also required. Identify the operational risks and develop risk mitigation plans in network space is another key responsibility of this role.

Your Key Responsibilities

• Provides and self directs appropriate methodologies for complex restorative and maintenance actions inclusive of advanced troubleshooting and applied technical skills required to restore current services in IT Data Network. Identifies and captures best practices and restorative activities in Service Now to capture improvements in event resolution timeframes and client perception of services.
• Acts as a point of escalation for the overall stability and health of data networks (WAN, EY Remove Connect, Data Center and Office Networks). Uses experience and knowledge to guide discussions as well as to proactively recognize issues or trends that point to variances in expected targets in SLAs and other key metrics.
• Maintains all activities in accordance with EY’s compliance policies and IT Service processes to provide restorative actions within scope and aligned to operational readiness standards for data network performance.
• Participates or manages outage calls or discussions along with vendor resources and other data network impacted situations by identifying and sharing best practices to restore data network services and to mitigate future reoccurrence in IT.
• Develops an understanding of EY’s business, the interconnectivity to IT operational readiness model and the forward strategy for improvements and strategic enhancements in the data network to maintain thought leadership in guiding conversations. Advises business leads and others in IT on procedures in appropriate collaborative activities or opportunities for harmonization in network services aligned to the remit of the role.
• Shares best practices with team and peers in the implementation of best practices to promote continuous improvement within the team and cross unit consistencies between IT departments. Mentors and trains staff in aspects of network technology as a though leader in same.
• Attend governance call with vendor and review their performance against KPIs, SLAs and continual improvements.
• Work closely with leadership by providing timely reports, reviews and service improvement actions.
• Identify opportunities to optimize the cost of operations for these specific technologies.
• Be a single point of contact for any customer escalation specific to operational activities of Network operations, work with vendor and solve it.
• Identify repeated pattern of manual activities and propose solutions to automate it.
• Work closely with respective product owners and develop joint action plans to improve quality, productivity and efficiency and drive implementation.
• Work closely with operational excellence and drive improvements specific to Network
• Bring ideas of automation, auto-remediation specific to Network and get the vendor to execute and implement.
• Identify the risks in operations management, develop mitigations and plans and implement them.

Skills And Attributes For Success

Solid advanced technical skills related to infrastructure technologies including but not limited to Domain Name System (DNS), DHCP, load balancers (Citrix / F5), Cisco Local Area Networks (LAN) and Wide Area network (WAN) routers, Cisco switches, Switching and Routing, Versa SDWAN, Remote connect solutions.

• Possesses a solid working knowledge of the Information Technology Infrastructure Library (ITIL) to recognize appropriate aspects in the Incident, Problem, Change and Availability processes as it related to Data Network activities and workflows.
• Maintains a comprehensive knowledge of IT end – to- end processes and operating environment to support proper recognition of issues or to recognize and position improvement opportunities as a way to properly support the mandate of the role in technical support
• Manifests the highest communication skills to adapt communication style to the style of others, developing rapport and staying calm under pressure and to build and maintain strong relationships across all levels of a matrixed, geographically dispersed organization using advanced oral and written English communication skills.
• Manifests a strong analytical and problem-solving ability to escalate and negotiate complex and conflicting issues in IT technical investigations, handle multiple and shifting priorities in a timely fashion across a broad spectrum of operating environments and to drive solutions that are both financially sound and operationally feasible.
• Deep knowledge on infrastructure support, process and technologies
• Knowledge on network infrastructure and application monitoring tools
• Experience in automation, auto-remediation, self-healing technologies, process automation
• Experience in driving continual improvement projects
• Understanding of multi-supplier integration models; ability to collaborate with appropriate stakeholders to drive service improvements and reduce cost of delivery
• Good understanding of data analytics, dashboards and how to effectively use them
• Guide a virtual team of EY internal and vendor resources in troubleshooting calls and restore services with minimal or no impact to business.

To qualify for the role you must have

Education:

• Bachelor or Master’s degree in Information Technology, Engineering or Business Management or equivalent

Experience:

• 8 – 10 years of experience in Network infrastructure operations area.

Certification Requirements:

• ITIL V4
• CCIE / CCNP / CCDE

What We Look For

• Thought leadership
• Automation & standardization
• Relationship Management
• Interpersonal & Influencing skills
• Good communication skills
• Data-driven decision making

What Working At EY Offers

We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions. Plus, we offer:

• Support, coaching and feedback from some of the most engaging colleagues around
• Opportunities to develop new skills and progress your career
• The freedom and flexibility to handle your role in a way that’s right for you

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