EY is hiring Global Outage Management

Table of Contents

• Introduction
• Position Summary
• Key Responsibilities
• Skills & Attributes
• Requirements
• What We Offer
• Conclusion

Introduction

At **EY**, we offer you the opportunity to build a career as unique as you are. Our global scale, inclusive culture, and cutting-edge technology are here to support your growth. As part of our commitment to helping you develop and thrive, we invite you to join us as a **Major Incident Manager** for **Global Outage Management**. In this role, you will be at the forefront of managing high-impact IT incidents, ensuring minimal disruption to business operations. If you have the expertise in IT service management and a passion for resolving critical incidents, this role is for you.

Position Summary

The **Major Incident Manager** (Outage Manager) plays a critical role in managing and resolving high-impact incidents that affect the services and operations of our global organization. As part of our **Enterprise Technology group**, you’ll be responsible for leading incident response teams, coordinating with stakeholders, and ensuring business continuity during incidents. If you are experienced in ITIL-based incident management and have a strong problem-solving mindset, EY offers you a platform to elevate your career while making a significant impact on the business.

Key Responsibilities

1. Major Incident Management

Lead the Major Incident Management process from detection to resolution, ensuring swift recovery and minimal business impact.

2. Stakeholder Communication

Effectively communicate incident status, actions taken, and resolution times to management, IT teams, and other stakeholders.

3. Resource Coordination

Mobilize and allocate resources across IT, vendors, and other teams to resolve incidents as quickly as possible.

4. Incident Review and Process Improvement

Conduct post-incident reviews to identify root causes and develop actionable improvement plans to prevent recurrence.

5. Team Leadership

Lead cross-functional teams under high-pressure situations, ensuring that resources are used efficiently and that the incident is resolved swiftly.

6. Incident Documentation

Keep detailed records of incidents, ensuring compliance with EY’s Incident Management policies.

Skills & Attributes for Success

To excel in this role, candidates should have the following skills and attributes:

• Proficiency in **ITIL practices**, particularly incident management.
• Strong **communication** and **problem-solving** skills.
• Ability to lead under pressure, maintaining team morale and focus during high-stress incidents.
• Resilience and calmness in managing high-priority incidents.
• Proficiency in tools like **ServiceNow** and similar ITSM platforms.
• Experience with **IT systems**, **networks**, and **applications** to understand and communicate technical issues.

Requirements

The ideal candidate will meet the following qualifications:

• A minimum of **5+ years** in **Major Incident Management** or **Outage Management** roles.
• **ITIL Foundation** certification required; intermediate ITIL certification is preferred.
• A **Bachelor’s degree** in **Computer Science**, **Information Technology**, or a related field.
• Availability to work flexible hours, including weekends and holidays, and to be on-call during major incidents.

What We Offer

At EY, we offer more than just a job; we provide you with a platform to grow and succeed. Our benefits include:

• **Continuous learning** opportunities to grow your skills and expertise.
• **Flexible work arrangements** to support your work-life balance.
• **Transformative leadership** programs to help you become a leader in your field.
• A **diverse and inclusive culture** that empowers you to bring your unique voice to the table.

Conclusion

Joining EY as a **Major Incident Manager** gives you the opportunity to be part of a global organization committed to innovation, technology, and delivering exceptional client service. If you have the technical expertise, leadership skills, and passion for managing high-impact incidents, we encourage you to apply. Help EY create a better working world while advancing your career in a role that offers growth, challenge, and the chance to make a real impact.