MS Engineering Operations Senior Associate Sr Analyst - Command Center Lead - 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.

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.
  
  

• Monitoring & L1.5 troubleshooting & resolution for application related issues as per knowledge articles.
• Initial triage of incidents related to Infrastructure application components using knowledge articles.
• Work on service requests (device onboarding & offboarding, certificate management, alert enablement in Splunk etc.) following the documented process.
• Perform health check activities and monitor performances of application components.
• Making inbound & outbound calls with ISP & onsite tech team.
• Engage third parties’ vendors (as required) to support resolution for Supplier Services
• 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 other technical teams to support resolution for supplier services.
• Confirmation with end users/technical teams for issue resolution and update all stakeholders on technical bridge.
• Create problem tickets & outage records for major incidents.
• Keep the incident updated as per discovery or end user information on real time basis.
• Engage technical manager and technical teams to provide updates in case of major incidents via bridge call and update playbook throughout the call.
• Monitoring the volume of Incidents, Incident resolution, pending Incidents, complaints, and escalations.
• 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.
• Validating the accuracy of incident/Service request submitted by Service desk to ensure categorization, prioritization and configuration item are accurate.
• Must be willing to work in shifts, provide hand-over to next shift and provide on-call support as per business needs.
• Independently running major incident bridges with complete command & control
• Should be able to assess business impact of major issues and initiate bridge calls
• Taking complete responsibility of an Incident throughout the lifecycle
• Should be able to draft / review major incident communications which goes up to Client leadership.
• Prior experience working in a Global Command Center / Technical Operations Center role.
• Analyze process improvement & automate opportunities and collaborate with technical teams till implementation.
• Should be ready to learn new technology & processes and provide training to team
• Create knowledge articles or SOP as per requirement
  
  

• Hands-on experience on at least 1 ITSM tool (ServiceNow, Remedy,Splunk, NNMI, Big Panda, Tivoli, OEM ,Native , Flexera 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