AV & Interactive Technologies Operations Lead - EY Global Delivery Service YYP229
- Buenos Aires
- Permanente
- Tiempo completo
- Lead and coordinate daily operations globally to ensure service delivery and operational excellence.
- Support the transition of team members into the new organisation and ensure cross skilling and training are delivered to meet operational needs
- Ensure compliance with KPIs and SLAs
- Develop, implement, and monitor standard operating procedures (SOPs) to improve efficiency and consistency.
- Drive continuous improvement initiatives and change management projects.
- Analyse operational data to identify trends, risks, and opportunities for improvement.
- Manage operational budgets, resource allocation, and performance metrics.
- Collaborate with senior leadership to align operations with strategic objectives.
- Ensure compliance with legal, regulatory, and internal policy requirements.
- Support talent development through coaching, training, and performance management.
- Ensure ITIL defined processes such as incident, problem and change management that are established within the organization are adhered to by the team.
- Participate in project activities as requested - relating to migrations, build outs and other infra related areas.
- Complete year end reviews and timely Feedback throughout the year.
- Teaming : Work hand-in-hand with Engineering and Product teams to ensure a common understanding of objectives, roles and responsibilities. Maintain connections with peer operational leads across I&O.;
- Vendor Management : Manage relationships with technology vendors, ensuring successful escalations and timely alignment with project objectives and testing.
- Demand vs Capacity Management : Analyse operational and project demands, and team capacity to ensure mapping and optimal resource allocation and timely delivery of tasks/solutions.
- Efficiency and Automation : Identify opportunities for process improvements and automation enhance productivity and reduce manual effort.
- Innovation : Foster a culture of innovation within the team, focussed on the exploration of new technologies and methodologies which improve practices.
- Upskilling and Cross-Skilling : Develop and implement a training program to upskill team members and promote cross-skilling, ensuring the team remains adaptable to changing technology landscapes.
- Escalation Support: Provide escalation support to the team, internal or with vendors as needed to ensure timely and effective investigations and resolutions.Skills and attributes for success- Ability to lead a team of L3 operations and technical staff.
- Curiosity and a desire to make things better.
- Excellent technical understanding and experience
- A sense of what is important and the ability to prioritize.
- Analytical ability in supported core technologies for large user bases.
- Sound judgment and tact.
- Strong communication (oral, listening and writing), interpersonal, organizational, and project management skills.
- Strong teaming, organization, and time management skills.
- Ability to manage strategic vendors like Microsoft, Polycom, Utelogy, HP etc.To qualify for the role, you must have- Prior experience of running IT operations in a Microsoft environment
- A deep knowledge of the ITIL methodology and the ITSM paradigm.
- Prior experience of Service Now and it’s tools and processes
- Demonstrable knowledge of key meeting room products such as MTR’s, Surface Hub’s VC, and their monitoring and management platforms.
- Demonstrable platform support experience on Windows platforms and Azure cloud is an added advantage.
- Demonstrable intermediate to advanced knowledge of operating systems and dependent platforms such as Microsoft Windows.
- Basic understanding of networking/LAN/WAN/DMZ & VPN concepts including but not limited to Quality of Service, Call Admission Control and routing.
- General understanding of various IT security concepts as they relate to production environments.Ideally, you’ll also have- Experience in managing and supporting large meeting room environments.
- Implementation of new products and/or service offerings – especially MTR’s, Surface Hub etc.
- A working knowledge of any of the following: Power BI, Utelogy, PMP or vendor monitoring tools such as XIO.
- A working knowledge of Audio-Visual technology and the AV industry.
- An understanding of the use and applications of sensors in the office environment (Internet of things).What we look for- 10-15 years of experience in the relevant sector.
- A high degree of dynamism and proactivity.
- Flexibility in availability to align to meet business demands.
- Experience with working in a large global implementation and/or Migration project for AV technologies.
- Excellent communication skills, both oral and written
- Ability to work with all levels in the organization
- Ability to communicate effectively with team and end users
- Ability to work well within a multi-disciplinary, multi-cultural team structure, but also independently.
- Strong interpersonal and verbal and written communication skills.
- Ability to meet agreed deadlines, with demonstrable productivity.#J-18808-Ljbffr
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