Operations Technician (OSTS Supervisor) 1

Taguig City, Metro Manila
Permanent
Full-time

1 month ago

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.Technology has always been at the heart of what we do and deliver at EY. We need technology to keep an organization the size of ours working efficiently. We have 250,000 people in more than 140 countries, all of whom rely on secure technology to be able to do their job every single day. Everything from the laptops we use, to the ability to work remotely on our mobile devices and connecting our people and our clients, to enabling hundreds of internal tools and external solutions delivered to our clients. Technology solutions are integrated in the client services we deliver and is key to us being more innovative as an organization.EY Technology supports our technology needs through three business units:Client Technology - focuses on developing new technology for our clients. It enables EY to identify new technology-based opportunities faster and pursue those opportunities more rapidlyEnterprise Technology (ET) - ET supports our Core Business Services functions and will deliver fit-for-purpose technology infrastructure at the cheapest possible cost for quality services. ET will also support our internal technology needs by focusing on a better user experience.
Information Security (Info Sec) - Info Sec prevents, detects, responds and mitigates cyber-risk, protecting EY and client data, and our information management systems.The opportunity
As part of Enterprise Technology, the On-site Technology Support's mission is to help our customers fulfil their purposes and contribute to building a better working world by providing a fit for purpose support service.
The On-site Technology Support Team Lead provides this support to customers within alimited geography or site by managing a small team performing the highest level of multiple technology support activities. The position is also responsible for all aspects of staff management for their team. This professional has accountability for all aspects of end-user support for the assigned customer base, ensuring that metrics and performance standards are achieved and maintained. This professional anticipates technology support issues and creates solutions and provides support with appropriate consultation.Your key responsibilities

Coordinate team initiatives in order to meet customer needs consistent with EY Technology support processes and expectations. Facilitate the implementation and support of defined solutions.
Participate in providing customer support on as required by the work demands within the supported geography.
Anticipate technology support issues and act creatively to prioritize tasks, interpret information, and apply technical knowledge to facilitate the implementation of technical and business solutions to technology needs and issues
Develop action plans and strategies; oversee team members to ensure that appropriate tools, techniques, and standards are being utilized.
Analyse the impact of decisions; and mentor others through the solution process in order to satisfy customer needs.
Build and maintain productive relationships with a wide range of customers within the geography supported by the local OSTS team.
Act as a liaison between OSTS and customers supported by the local OSTS team to ensure effective communications flow on matters related to customer support.
Document and track the status of inquiries, coordinate appropriate responses, and follow up to ensure customer satisfaction. Provide team oversight to ensure support metrics and key performance indicators are achieved.
Maintain an understanding of the Firm's business, organization and strategy and business drivers sufficiently to resolve and anticipate end user technology issues that affect productivity of Firm personnel.
Maintain a thorough understanding of EY Technology organization and service offerings in order to identify how best to address customer technology needs and incidents.
Have a thorough understanding of technology needs of key engagements and accounts located within the supported geography and have the ability to communicate unique needs and customer feedback to appropriate EY Technology personnel to ensure business imperatives are anticipated and addressed as appropriate.
Understand and apply Talent policies for the geography supported in a consistent and fair manner.
Participate with and provide technical consultation to senior EY Technology management as requested.
Provide out of hours service as needed and have ability to travel within support geography as required.

Skills and attributes for success

Advanced analytical skills are required to address major end-user incidents impacting the geography supported.
Work independently with limited oversight from a supervisor
Decision making responsibilities include the prioritization of work for the OSTS team and determining approaches to effectively address service delivery concerns of customers as necessary.
Advanced technical ability to resolve customer issues
Co-ordinate the daily activities of their team including possible virtual interaction.
Demonstrated ability to manage all aspects of team management including hiring, development and counselling.
Experience in the project management of IT product support
A Bachelor's degree or equivalent work experience is desirable.

To qualify for the role you must have

Exceptional communication, interpersonal, organizational, project and time management skills.
Exceptional customer service attitude.
Demonstrated ability to work on multiple projects simultaneously in a fast-paced environment
Ability to liaise, establish strong relationships and work effectively with all levels of customers and IT personnel.
Ability to communicate effectively with team members, supervisor and peers.
At least 4 years of leading teams in customer software, hardware and technology support

EY | Building a better working worldEY 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.

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