Title: Specialist II, Major Incident Management Analyst

EY is a global leader in assurance, tax, transaction and advisory services. Technology is at the heart of what we do and deliver at EY. Technology solutions are integrated in the client services we deliver and are key to our innovation as an organization.

Fueled by strategic investment in technology and innovation, Client Technology seeks to drive growth opportunities and solve complex business problems for our clients through building a robust platform for business and powerful product engine that are vital to innovation at scale. As part of Client Technology, you’ll work with technologists and business experts, blending EY’s deep industry knowledge and innovative ideas with our platforms, capabilities, and technical expertise. As a catalyst for change and growth, you’ll be at the forefront of integrating emerging technologies from AI to Data Analytics into every corner of what we do at EY. That means more growth for you, exciting learning opportunities, career choices, and the chance to make a real impact.

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.

EY Technology supports our technology needs through three business units:

Client Technology (CT) - focuses on developing new technology services for our clients. It enables EY to identify new technology-based opportunities faster and pursue those opportunities more rapidly.

Enterprise Workplace Technology (EWT) – EWT supports our Core Business Services functions and will deliver fit-for-purpose technology infrastructure at the cheapest possible cost for quality services. EWT 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

This role supports major IT systems incident management processes and resolutions, and helps develop enterprise-wide best practices to limit major IT incidents. It also manages major IT system incidents through resolution or workaround, minimizing business disruption, provides post-incident analysis and improvement recommendations, ensures adherence to incident management best practices, and contributes to continual process improvements while monitoring incident trends to enhance system reliability and performance.

Your key responsibilities

• Supports team in coordinating appropriate resources to resolve critical incidents in accordance with service level agreements and operational level agreements.

• Supports effective communication during a major system outage, ensuring IT management and the businesses are kept updated until the incident is resolved.

• Supports documentation and chronology of events during incident management conference calls. Updates knowledge management database of major incidents and subsequent responses.

• Updates the incident reporting systems with resolution information, liaises with problem management on detection of potential trends, and prepares historical incidents and root cause analysis to identify trends and drive down repeat, service impacting failures.

• Supports response to emergency changes in accordance with defined policy and process.

• Participates in special projects and performs other duties as assigned.

• Manages major IT system incidents through resolution or workaround, minimizing business disruption.

• Provides post-incident analysis and improvement recommendations to reduce recurrence.

• Ensures adherence to incident management best practices and contributes to continual process improvements.

• Monitors incident trends proactively to enhance system reliability and performance.

Skills and attributes for success

• A team player with strong analytical, communication and interpersonal skills

• Constantly updating yourself about new technologies in the market

• A winning personality and the ability to become a trusted advisor to the stakeholders

To qualify for the role, you must have

• Minimum 5 years related work experience, including at least one year in IT service management.

• B.E./B.Tech in Computer Science, Information Technology, or a related discipline, or equivalent combination of training and experience.

• Knowledge of ITIL-based incident management processes.

• Ability to coordinate cross-functional technical teams during high-impact incidents.

• Strong communication and documentation skills for managing incident chronologies and stakeholder updates.

• Experience with ITSM platforms (e.g., ServiceNow, BMC Remedy).

• Analytical thinking for identifying trends and proposing preventive measures.

• Ability to remain composed and effective during high-pressure incidents.

• Working knowledge of network, server, and cloud services

• Knowledge of CICD practices and processes

• Experience working with Kanban or Jira platforms

• Experience using Confluence for documentation or collaboration

• Familiarity with monitoring and alerting systems such as Splunk or PagerDuty

• Knowledge of identity, access, or authentication systems such as Okta, Entra, or SailPoint

• Proficiency with AI Agents

• Understanding of resiliency or SRE (Site Reliability Engineering) solutions

• Stakeholder management capabilities

Ideally, you’ll also have

• Strong verbal and written communication, facilitation, relationship-building, presentation and negotiation skills.

• Be highly flexible, adaptable, and creative.

• Comfortable interacting with senior executives (within the firm and at the client)

What we look for

• Strong teamwork, work ethic, product mindset, client centricity and a relentless commitment to EY values.

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

EY is committed to being an inclusive employer and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service whilst allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance.

About EY

As a global leader in assurance, tax, transaction and advisory 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.