TechOps-CloudOps-Monitoring Lead-Senior-GDSN02

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

Service line - Position Title: TechOps_CloudOps_ Senior Service Delivery & Operations Lead_ Senior  At EY, we’re all in to shape your future with confidence.  We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.  Join EY and help to build a better working world.    About Global Delivery Services Global Delivery Services refers to EY's worldwide network of service delivery centers. The GDS team plays an important role in EY’s strategy by ensuring effective support to EY’s growth agenda. Our journey started in 2002 with approximately 200 people. Today we stand at 80,000+ professionals in ten locations around the world. We operate in Argentina, China, Hungary, India, Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom. Client service is focused on providing Consulting, Assurance, Tax, Strategy & Transactions, and Knowledge support to our clients around the world. The teams enable account teams worldwide to provide seamless, high-quality, value-added support, helping deliver exceptional client service. Enablement Services provides cost-effective, high-skilled, and innovative services to support EY’s global and local enablement teams. Markets, BMC, AWS, Finance and Accounting, Risk Management, Procurement, People Shared Services, IT Service Delivery and IT Global Infrastructure services, are among the services offered by Enablement Services. Our innovation specialists serve the GDS Client Service and Enablement Services teams, along with Service Lines, Core Business Services and Sectors. The team brings the desired environment, technologies and skilled teams together for facilitation, rapid prototyping and innovative thinking. The competencies offered include analytics, digital, user experience, mobile technology, infrastructure, Microsoft technologies and open innovation.   The Opportunity We are seeking a Senior Service Delivery & Operations Lead to lead enterprise-scale Cloud Operations, Application Production Support, Monitoring, Service Management, and Operational Excellence across Azure-based Data & Analytics platforms. This role is accountable for ensuring operational stability, service reliability, customer satisfaction, and governance through effective management of global 24x7 operations. The ideal candidate will bring strong experience in Cloud Operations, Application Support, Incident Management, Service Delivery, and Project Execution while partnering with engineering, business, and delivery teams to drive operational excellence, service modernization, automation, and continuous improvement.   Your Key Responsibilities

Lead end-to-end service delivery, operational governance, and support operations across cloud, enterprise application, and Data & Analytics platforms, ensuring high availability, reliability, and customer satisfaction. Manage and mature global 24x7 support organizations, including workforce planning, shift governance, service quality management, operational reporting, resource allocation, performance management, and team development. Own service performance through effective governance of SLAs, KPIs, compliance requirements, operational reviews, executive reporting, and stakeholder communication forums. Lead Incident, Problem, Change, Major Incident, and Service Request Management processes aligned with ITIL best practices, serving as the primary escalation point for critical service disruptions and ensuring timely service restoration, root cause analysis, and implementation of corrective actions. Oversee