EY Technology:

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

The opportunity

The Application Support Technician will support the run state and normal operations of Information Security technologies. The role performs operational and Level 3 support for Information Security technologies. Responsibilities involve the daily management of incidents, operational maintenance and support, and proactive/preventative analysis of systems. Applications can reside in EY as well as within vendor facilities and cloud. Responsibilities include driving the coordination and planning of upgrades as well as the standardization and automation of processes and procedures for Information Security technologies. We require application of ITIL service management knowledge and techniques, and management of the planning, scheduling and implementation of changes/releases/upgrades to various environments. In addition, the opportunity is required to fulfil an On Call rotation as well as weekend and off – hours work to support the normal “run state” requirements.

Your key responsibilities

• Re-creates, analyzes, troubleshoots, and diagnoses incidents relating to Information Security technologies
• Determines root cause of incidents (configuration vs. defect)
• Liaisons with appropriate teams from various technical disciplines for the development of corrective actions or viable workarounds to resolve incidents
• Plans, Coordinates and Installs Information Security technologies in various pre-production and production environments as well as upgrades and fixes. Remediates identified operating system and application vulnerabilities.
• Responds to automated alerts on the health of systems using sound analytic and troubleshooting methods
• Executes scheduled or unscheduled tasks relating to operational maintenance and monitoring of security technologies
• Performs routine audits of systems for preventative maintenance of security technologies and reporting on their status
• Confirms that steps are taken to anticipate operational problems and that incidents are identified and resolved in a timely and efficient manner
• Communicates operational support issues on an ongoing basis to executives and senior management
• Perform upgrades of security applications to the latest versions which involves testing, validations, compatibility and addressing security vulnerabilities.
• Recommend Application and System Instrumentation to ensure optimum performance and maximum uptime for security application and products. Create documentation to appropriately respond to alerts. Recommend and drive creating automated restoration steps.
• Develops implementation plans for dealing with complex requests for changes. Must evaluates risks to system availability, business dependencies and security event visibility.
• Identifies and drives automation of redundant activities to improve efficiencies in the support of Information Security technologies by demonstrating familiarity with scripting languages such as, PowerShell, Python, and/or Shell scripts
• Must be able to balance the firm’s security needs with the business impact and benefit. The role requires the ability to deal effectively and efficiently with escalations and time sensitive, difficult situations/people under pressure particularly in the area of restoration of services with information security implications.

Skills and attributes for success

• Advanced MS SQL Skills including SSIS packages and scheduling
• Fundamental understanding of AD Administration, Role Based Access Control, implications of large and complicated nested groups
• Breadth and depth of knowledge and experience in a wide variety of technologies and software solutions in a large-scale organization.
• Conceptual knowledge of security applications and technologies, as well as operating system platforms including Windows, Linux, Network and Cloud technologies, to support and operate systems critical to the security posture of the firm.
• Experience engaging in project management, tracking timelines, and participating in planning and executing tasks within project milestones.
• Build and maintain strong relationships across all levels of a matrixed, geographically and culturally dispersed organization. Adapts appropriate communication styles to the style of others. Develops rapport and remains calm under pressure.
• Effective communication and analysis skills to break down complex issues, formulate solutions, and influence stakeholders at various levels of the organization including senior management in a stressful, real-time incident management.
• Supports application enhancements to improve performance and stability including enhanced monitoring and automation. Strong problem solving and analytic skills.
• Possess knowledge of the Information Technology Infrastructure Library (ITIL) to drive compliance in Incident, Problem, and Change processes and drive as necessary.

To qualify for the role, you must have

• Degree in Computer Science or related discipline, or equivalent work experience
• 5 - 7 years working within Information Technology in a global firm
• Experience in operations of a 24x7 support organization, project & product management,
• The role will also require the periodic allocation of additional time on the job to support multiple demands and escalating issues or to acceptable application maintenance windows and to accommodate teams or staff in other time zones (including weekends).

Ideally, you’ll also have

• ITIL v4 Foundation Certification
• Industry recognized Infosec certifications such as CompTIA Security+, GSEC: SANS GIAC Security Essentials, CISSP: Certified Information Systems Security Professional, CISM: Certified Information Security Manager, a plus.
• Microsoft Solutions Engineer (MCSE), Red Hat Certified Engineer (RHCE) or other development platform/technologies certification(s) a plus

What we look for

• Critical thinking skills demonstrating analytical and systematic approach to problem solving and a high degree of self-motivation
• Experience working in a global virtual environment
• Excellent interpersonal, communication and presentation skills
• Good judgment, tact, and decision-making ability
• Ability to understand and integrate cultural differences and motives and to work with cross cultural teams.
• Ability to deal with ambiguity and change, and exercise appropriate time management to meet deadlines
• Ability to work autonomously but also within a team environment where necessary
• Prioritization of work items to ensure deadlines are achieved
• Objective review of processes and Identification of most efficient and effective way for teams to work moving forward
• Breakdown of initiatives into the specific tasks that need to be completed and ability to work in an agile environment.

What we offer

As part of this role, you'll work in a highly integrated, global team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too, focusing on your physical, emotional, financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Here’s a snapshot of what we offer:

• 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.

Please apply to this role only through the ‘Apply’ link (not through the local office). Your application will then be routed to the appropriate recruiting team.

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

• 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.