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.

THE OPPORTUNITY

EY AI & Data is the data and advanced analytics capability within EY Asia-Pacific, with over 500 specialist employees working across multiple industry sectors. We implement information-driven strategies, data platforms and advanced data analytics solution systems that help grow, optimize and protect client organizations. We go beyond strategy and provide end to end design, build and implementation of real-life data environments and have some of the best architects, project managers, business analysts, data scientists, big data engineers, developers and consultants in the region. We are looking for a Maintainence & Support (M&S) Lead, Senior Associate/Manager within the AI & Data team in our Singapore office. This role is offered on a full-time basis.

SKILLS AND ATTRIBUTES FOR SUCCESS

• ITIL foundation certification.
• Proven experience in IT Service Management and familiarity with ITIL practices
• Strong background in Data and Analytics, with the ability to understand and engage in technical discussions.
• Previous experience with SAS (Statistical Analysis System) is advantageous.
• Project Management experience, with a track record of successfully leading and delivering IT projects.
• Excellent leadership and team management skills.
• Strong analytical and problem-solving abilities.
• Exceptional communication and interpersonal skills, with the ability to interact effectively at all levels of the organization.
• Ability to work in a fast-paced and dynamic environment.

COMPANY DESCRIPTION

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.
Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.
EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.
All in to shape the future with confidence

YOUR KEY RESPONSIBILITIES

• Lead and coordinate day-to-day support operations for Data & AI platforms, with a focus on SAS environments (SAS 9.4 and Viya 3.5)
• Act as the primary point of contact for client-facing support and maintenance activities
• Implement and maintain ITIL-based service management processes, including incident management, problem management, change management, and continuous service improvement.
• Collaborate with cross-functional teams to align IT services with business needs and objectives.
• Monitor service performance metrics and conduct regular reviews to identify areas for improvement.
• Manage service level agreements (SLAs) and ensure compliance with contractual obligations.
• Act as a point of escalation for complex service issues and coordinate resolution efforts.
• Facilitate communication between technical teams, stakeholders, and customers to ensure transparency and understanding of service-related matters.
• Drive the adoption of best practices in service management and promote a culture of continuous improvement.
• Contribute to the development and execution of strategic plans for the IT department.
• Mentor and develop team members to enhance their skills and performance.

TO QUALIFY FOR THE ROLE, YOU MUST HAVE

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum of 5 years of experience in a service management role within an IT environment.
• Strong hands-on experience with SAS 9.4 and SAS Viya 3.5 environments
• Solid understanding of data pipelines, job scheduling and performance tuning in SAS platforms
• Experience with Linux/Unix based environments and cloud platforms (e.g. AWS, Azure) is a plus
• Proven client-facing communication and stakeholder management skills
• Prior experience in a leadership or supervisory position is preferred.