MS - IT Infra Cloud - Senior Associate Sr Analyst - Technical Operations Center - Operate

At PwC, our people in infrastructure focus on designing and implementing robust, secure IT systems that support business operations. They enable the smooth functioning of networks, servers, and data centres to optimise performance and minimise downtime. Those in cloud operations at PwC will focus on managing and optimising cloud infrastructure and services to enable seamless operations and high availability for clients. You will be responsible for monitoring, troubleshooting, and implementing industry leading practices for cloud-based systems.

Focused on relationships, you are building meaningful client connections, and learning how to manage and inspire others. Navigating increasingly complex situations, you are growing your personal brand, deepening technical expertise and awareness of your strengths. You are expected to anticipate the needs of your teams and clients, and to deliver quality. Embracing increased ambiguity, you are comfortable when the path forward isn’t clear, you ask questions, and you use these moments as opportunities to grow.

Skills

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• Respond effectively to the diverse perspectives, needs, and feelings of others.
• Use a broad range of tools, methodologies and techniques to generate new ideas and solve problems.
• Use critical thinking to break down complex concepts.
• Understand the broader objectives of your project or role and how your work fits into the overall strategy.
• Develop a deeper understanding of the business context and how it is changing.
• Use reflection to develop self awareness, enhance strengths and address development areas.
• Interpret data to inform insights and recommendations.
• Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firms code of conduct, and independence requirements.
  
  

Job Profile Name

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Child Name

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Global LoS

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Global Network

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Global Competency Network

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Go-To-Market

Managed Services

Sector

Not Applicable

Programme Type

Experienced

Additional Responsibilities: (This field may be used to describe the daily role, duties and/or purpose of this Job Profile/Job Description. The field is limited to 500 characters, including spaces.)

Minimum Degree Required: Bachelors

Degree Preferred: B. Tech CS / IT, BCA, BSC (Comp. Science)

Minimum Years of Experience: 4to 7 Year(s)

Certifications Required: ITIL, Public Cloud (Azure / AWS / GCP)

Certifications Preferred: CCNA Trained and Certified

Required / Mandatory Knowledge/Skills: (character count limit 5000) *PLEASE ONLY USE THIS FIELD IF THIS IS A MUST HAVE SKILL FOR APPLICANT*

• Hands-on experience in ServiceNow / Any Other ITSM tool and well versed with reporting / generating data for the operations.
• Prior experience working with SolarWinds, Nagios, Zabbix, LogicMonitor Network monitoring tools.
• Proven verbal and written communication skills, which will be key in driving customer communication during critical events.
• Demonstrating proficiencies in the Network Technology domain.
• Proven understanding of ITIL framework
• Identifying Process Improvement opportunities, preparing clear solutions, and presenting them to the PwC/ Client leadership team.
• Experience working on monitoring / alerting enhancements and bring value to the operations.
• Prior experience with identifying and enabling automation opportunities for the BAU activities.
• Ownership of Internal Training and Process Refreshers for new hires and existing team members.
• Experience working in Managed services environment providing initial triage of incidents related to Network Infrastructure (Router, Switch, Meraki devices, Access points, SDWAN, WAN)
• Must be able to identify Business Impacting issues and initiate / lead Major Incident bridges to mitigate the impact as soon as possible.
• Must be willing to work in shifts, provide hand-over to global teams, and provide on-call support as per business needs.
  
  

Preferred Knowledge/Skills: (character count limit 5000)* PLEASE MAKE THIS A BULLETED LIST WHERE EACH SENTENCE STARTS WITH THE SAME VERB TENSE (I.E. PROVIDES, DEVELOPS, FACILITATES, ETC.)

• Prior experience working in a Global Command Center / Technical Operations Center role. 
• Take complete ownership of Incidents and tasks and ensure escalation free delivery.
• Reviewing the SOPs of the team and ensuring client approval has been obtained before publishing them on the ITSM platform.
• Mentoring the junior members of the team.
• Should be able to run and analyze reports to find out trends of issues.
  
  

Work Environment and Schedule

• 24x7 operations coverage with shift or on-call rotation; occasional nights/weekends/holidays, especially during cutovers and period-end cycles.
• Hybrid or on-site NOC/operations setting; coordination with global teams.
• Adherence to security, compliance, and change management policies.

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