MS Engineering Operations Associate Analyst - Command Center- Operate

At PwC, our people in managed services focus on a variety of outsourced solutions and support clients across numerous functions. These individuals help organisations streamline their operations, reduce costs, and improve efficiency by managing key processes and functions on their behalf. They are skilled in project management, technology, and process optimization to deliver high-quality services to clients. Those in managed service management and strategy at PwC will focus on transitioning and running services, along with managing delivery teams, programmes, commercials, performance and delivery risk. Your work will involve the process of continuous improvement and optimising of the managed services process, tools and services.

Driven by curiosity, you are a reliable, contributing member of a team. In our fast-paced environment, you are expected to adapt to working with a variety of clients and team members, each presenting varying challenges and scope. Every experience is an opportunity to learn and grow. You are expected to take ownership and consistently deliver quality work that drives value for our clients and success as a team. As you navigate through the Firm, you build a brand for yourself, opening doors to more opportunities.

Skills

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

• Apply a learning mindset and take ownership for your own development.
• Appreciate diverse perspectives, needs, and feelings of others.
• Adopt habits to sustain high performance and develop your potential.
• Actively listen, ask questions to check understanding, and clearly express ideas.
• Seek, reflect, act on, and give feedback.
• Gather information from a range of sources to analyse facts and discern patterns.
• Commit to understanding how the business works and building commercial awareness.
• Learn and apply professional and technical standards (e.g. refer to specific PwC tax and audit guidance), uphold the Firms code of conduct and independence requirements.
  
  

• Monitoring & L1.5 troubleshooting & resolution for application related issues as per knowledge articles.
• Initial triage of incidents related to application issues using knowledge articles.
• Work on service requests (onboarding & offboarding, certificate management, alert enablement in SolarWinds etc.) following the documented process.
• Perform health check activities and monitor performances of infrastructure components & applications.
• Responding & resolving incidents within SLA
• Making inbound & outbound calls with ISP & onsite tech team.
• Engage third parties (as required) to support resolution for Supplier Services
• Engage other technical teams to support resolution for supplier services.
• Keep the incident updated as per discovery or end user information on real time basis.
• Monitoring the volume of Incidents, Incident resolution, pending Incidents, complaints, and escalations.
• Validating the accuracy of incident/Service request submitted by Service desk to ensure categorization, prioritization and configuration item are accurate.
• Initiate the technical bridge upon Major Incident declaration and provide update on the bridge to all stakeholders.
• Send email communications and notifications during major incident bridges.
• Engage Incident commander/ supervisor/on call manager.
• Confirmation with end users/technical teams for issue resolution and update all stakeholders on technical bridge.
• Create problem tickets & outage records for major incidents.
• For P1/P2 incidents, where vendor is involved, ensuring that Incident being addressed by the vendor is actively managed and that the vendor provides timely resolution.
• Must be willing to work in shifts, provide hand-over to next shift, send business readiness checklist
• Key Skills and Experience:
• Hands-on experience on at least 1 ITSM tool (ServiceNow, Remedy. etc.,).
• 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 (preferably network).
• Proven understanding of ITIL framework
• Experience working in Managed services environment providing application support, with strong knowledge on IT Service Management (ITSM) process including incident, request, and problem management.
• ITIL 4 certification is a plus