MS - IT Infra Cloud - Associate Analyst NOC Analyst - 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.

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.
  
  

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• Hands-on experience on at least 1 ITSM tool (ServiceNow, Remedy, etc)
• Hands-on experience working with SolarWinds, NNMi, Nagios, Zabbix, LogicMonitor Network monitoring tools.
• Must be willing to work in rotational 24*7 shifts, provide hand-over to global teams, and provide on-call support as per business needs.
• Proven verbal and written communication skills, which will be key in driving customer communication during critical events.
• Demonstrating proficiencies in Infrastructure & application monitoring, initial triage and troubleshooting using runbooks.
• Proven understanding of ITIL framework
• Experience working in Managed services environment providing initial triage of incidents related to Infrastructure (Router, Switch, Meraki devices, Access points, SDWAN; WAN, servers, databases, storage devices & environmental systems)
• Monitoring critical applications and sharing periodic health check reports with the stakeholders.
• Provide 24/7 monitoring of batch job executions, track job runtimes, delays and performance bottlenecks
• Proficiency with inbound calls handling and making outbound calls to perform technical troubleshooting.
• Keep the incident updated as per discovery or end user information on a real time basis.
  
  

• Take ownership of Incidents and provide solutions by following the Knowledge Articles and SOPs.
• Create / Document SOPs for various troubleshooting for the team.
• Prior experience working in a Global Command Center / Technical Operations Center role.
  
  

• 24x7 operations coverage with shift or on-call rotation; 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.