Management (Information & Communication Technology)
We are building an Application Support Center in Manila. The candidate will have the overall responsibility to lead the process and team setup, process management, performance review and continuous improvement of application support services to meet the client's business needs.
The Application Support Center team shall perform production support activities on Java and/or Cobol-based applications. Scope of production activities include but are not limited to: Incident Management, Problem Management, Service Request Management, and Service Management.
Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all the qualifications but have adjacent and/or sufficient experience.
Your key responsibilities • Own the Application Support Service and ensure the effective delivery, management, and improvement to meet business needs.
• Work within the management structure to provide leadership on process development, roadmap, strategic direction, and execution
• Drive and direct the underlying operations process and infrastructure, continuous improvements across support teams to meet existing customer contract/statement of work, Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) and compliance requirements
• Own and lead the application support process and organization during the onboarding and transition stage, and throughout the life of the service contract.
• Develop the client onboarding strategy, contribute directly to quality of IT Service Management and the service delivery capability.
• Create, monitor, and report on a comprehensive set of metrics and KPIs based on the service deliverables and agreements
• Develop both short and long-term service and process goals and maturity levels
• Partner and collaborate with both client and internal teams to deliver a holistic Application Support Service Management program
Skills and attributes for success
• Ability to work in a fast-paced production environment
• Excellent analysis and troubleshooting skills
• Ability to work independently and as part of a team with minimum supervision
• Understanding of software development lifecycle and best practices
• Excellent communication skills (written and spoken English)
• Service, project, and results-orientation, with strong analytical and problem-solving skills.
• Ability to facilitate cross-functional teams to develop, deliver, operationalize, document, and support solutions
• High-energy work ethic, ability to establish vision, drive change and deliver results
• Keen attention to detail
• Have exposure to working in shifts and/or on-call support
• Has successfully demonstrated domain of most skills and technologies on several relevant projects
• Exposure to various job and process monitoring tools
To qualify for the role, you must have
• 10-15 years of relevant and progressive experience combining IT delivery, solutions implementation, project management, operations management, application support, and team leadership.
• Experience in working for large Financial Services clients or sector, particularly Wealth Asset Management (WAM) or Banking and Capital Markets (BCM)
• At least 8 years of work experience in delivering IT Service Management and process management through a structured approach
• Well experienced in developing and managing SLAs, KPIs, and critical success factors for IT Services, processes, operations, and work environments.
• Mature experience in developing and managing continuous improvement programs
• Working knowledge of Java, Mainframe and Cloud based applications
• Education: Bachelor's Degree in Computer Science, Engineering, Information Systems, Information Technology, Mathematics, Actuarial Science, or adjacent/related fields
Ideally you also have
• Experience and be comfortable working closely with global teams
• SQL, PL/SQL, Windows Unix scripting knowledge
• System administration knowledge
• ISO20000 training and ITIL Certification
• Familiarity with ServiceNow Automation and ticketing
What we look for We look for people who demonstrate drive, vision and determination and are passionate about helping our clients achieve their goals. We look for high performers, who consistently deliver quality work while continually looking for ways to improve.
We want people who understand the challenges of working in a professional services environment and are focused on achieving and delivering the best for our clients. We want people who have a clear sense of personal and professional accountability and know how to build relationships by doing the right thing.
What working with EY offers • Support, coaching and feedback from some of the most engaging colleagues around
• Opportunities to acquire new knowledge and skills to progress your career
• Engaging culture that promotes work-life balance and personal effectiveness
About EY As a global leader in assurance, tax, transaction and consulting services, we're using the finance products, expertise and systems we've developed to build a better working world. That starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. Whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.
If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.
Join us in building a better working world.
Apply now.
Your application will include the following questions:
What's your expected monthly basic salary?
How many years' experience do you have as an Application Support Manager?
How many years of people management experience do you have?
EY Global Delivery Services (GDS) is a dynamic global delivery network working across ten locations – Argentina, China, India, Poland, UK, Hungary, Sri Lanka, Mexico, Spain, and the Philippines – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. By combining skilled professionals, automation and advanced technology to build new solutions and services, EY GDS helps EY teams transform the client experience and deliver greater value, increasing efficiency and agility for clients while maintaining the same high quality and global standards that the EY organization is renowned for – from anywhere in the world. In the Philippines, EY GDS was set up in Manila in 2015. Starting out with just 25 employees, it has now grown to an organization with a strong 4,500+ headcount.
EY Global Delivery Services (GDS) is a dynamic global delivery network working across ten locations – Argentina, China, India, Poland, UK, Hungary, Sri Lanka, Mexico, Spain, and the Philippines – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. By combining skilled professionals, automation and advanced technology to build new solutions and services, EY GDS helps EY teams transform the client experience and deliver greater value, increasing efficiency and agility for clients while maintaining the same high quality and global standards that the EY organization is renowned for – from anywhere in the world. In the Philippines, EY GDS was set up in Manila in 2015. Starting out with just 25 employees, it has now grown to an organization with a strong 4,500+ headcount.
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