EY Client Technology is seeking a seasoned Technology Operations Leader to bolster our growing managed services division. This pivotal role focuses on supporting extensive managed services programs across critical domains like finance, cybersecurity, risk management, and application management. A key emphasis will be placed on leveraging advanced AI technologies to elevate service delivery and enhance operational efficiencies.

This position offers a unique opportunity to contribute to EY's innovation and growth, working with cutting-edge technology and a global team to solve complex business challenges for clients. You will be instrumental in integrating emerging technologies, including AI and Data Analytics, into the core operations of EY.

Key responsibilities include overseeing the daily operations and support for over 300 global managed services clients, employing AI-driven analytics for performance optimization and client satisfaction.

You will manage, maintain, and support post-transition technology projects, ensuring high-quality support through AI-enhanced monitoring and predictive maintenance strategies. Leading process development and continuous improvement initiatives to maintain engineering support standards, incorporating AI for automation, will be crucial.

Building robust relationships with senior stakeholders to grasp business needs, drive satisfaction, and refine engagement strategies is paramount. The role also involves directing the assessment, planning, and design of release packages, including thorough risk assessments and post-release reviews.

Additionally, you will evaluate infrastructure risks associated with proposed implementations, review change initiative effectiveness, and implement enhancements to change management procedures, informed by AI insights. Contributing to cost estimates for pre-sales and managing financial duties such as forecasting, budgeting, and invoice approval are also expected. Finding cost-reduction opportunities and adopting AI-driven solutions for operational process automation is a core objective.

Candidates should possess advanced knowledge in technology, encompassing networks, storage, servers, operating systems, applications, databases, and cloud platforms, with a specific focus on AI integration.

Strong programming skills and practical experience, especially with AI and machine learning frameworks, are essential. A deep understanding of business processes, products, and services within relevant domains, enabling insightful advice to stakeholders using AI, is required.

Eligibility criteria include a bachelor’s degree in engineering, computer science, IT, or a related field, with relevant coursework or experience in AI technologies. Practical experience in technology operations, particularly in AIOps, and significant expertise in support engineering are necessary.

An outstanding background in roles involving direct customer interaction and broad experience managing services with up-to-date knowledge of cloud services, virtual networks, and AI platforms are also key. The ability to collaborate effectively within globally distributed teams, including while working remotely, is a demonstrated requirement.