Managed Services CMS_ Manager - Azure Cloud Admin - 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.

Enhancing your leadership style, you motivate, develop and inspire others to deliver quality. You are responsible for coaching, leveraging team member’s unique strengths, and managing performance to deliver on client expectations. With your growing knowledge of how business works, you play an important role in identifying opportunities that contribute to the success of our Firm. You are expected to lead with integrity and authenticity, articulating our purpose and values in a meaningful way. You embrace technology and innovation to enhance your delivery and encourage others to do the same.

Skills

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

• Analyse and identify the linkages and interactions between the component parts of an entire system.
• Take ownership of projects, ensuring their successful planning, budgeting, execution, and completion.
• Partner with team leadership to ensure collective ownership of quality, timelines, and deliverables.
• Develop skills outside your comfort zone, and encourage others to do the same.
• Effectively mentor others.
• Use the review of work as an opportunity to deepen the expertise of team members.
• Address conflicts or issues, engaging in difficult conversations with clients, team members and other stakeholders, escalating where appropriate.
• 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.
  
  

• Managing and support the Dev to Production cloud PaaS and platform, to establish quality, performance, and availability of hosted services;
• Providing guidance and support for cloud technology practitioners (Application Development team);
• Providing Implementation and Run & Maintain services;
• Working on high volume mission critical systems;
• Providing on call support for Production cloud Environments;
• Working hands-on with customers to develop, migrate, and debug services issues;
• Providing updated server/process documentation and as appropriate, creating documentation where none may exist;
• Focusing on rapid identification and resolution of customer issues;
• Answering questions and perform initial triage on problem reports;
• Providing first/second level cloud environment support;
• Working very closely with application users to troubleshoot and resolve cloud hosted applications or system issues;
• Informing Technical Support Management about any escalations or difficult situations that require his/her involvement;
• Providing Cloud customers with an industry leading customer experience when engaging Technical Support;
• Assisting in Tier 2 and 3 triage, troubleshooting, remediation, and escalation of tickets tied to the product support function;
• Training and supporting junior team members in resolving product support tickets;
• Proactively identifying ways to optimize the product support function;
• Coordinating to establish and manage clear escalation guidelines for supported system components;
• Running database queries to lookup, resolve, issues;
• Demonstrating proven communication and collaboration skills to coordinate with developers and application team to negotiate and schedule patching windows;
• Demonstrating experience in managing the monthly Windows or Linux environment patching.
  
  

• Hands-on experience with Azure Web apps, App Insights, App Service Plan, App Gateway, API Management, Azure Monitor, KQL queries and other troubleshooting skills for all Azure PaaS & IaaS Services.
• Proven verbal and written communication skills, which will be key in driving customer communication during critical events
• Demonstrating proficiencies in at least one of the technology domains Networking Principles, System Administration, DevOps, Configuration Management and Continuous Integration Technologies (Chef, Puppet, Docker, Jenkins)
• Proven understanding of ITIL framework
  
  

• Interest in information security and a desire to learn techniques and technologies such as application security, cryptography, threat modeling, penetration testing