• Job Description

  Req#: 501614WD

  Line of Service

  Advisory

  Industry/Sector

  Not Applicable

  Specialism

  Managed Services

  Management Level

  Associate

  Job Description & Summary

  A career in our Managed Services team will provide you an opportunity to collaborate with a wide array of teams to help our clients implement and operate new capabilities, achieve operational efficiencies, and harness the power of technology.
  
  The Cloud Managed Services Operations team within Cloud Managed Services provides support to run the business including the following: financial management, billing and collections, practice communications, business development and sales strategy support, practice budgeting, utilization and leadership support.

  To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.

  As an Associate, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:

  • Invite and give in the moment feedback in a constructive manner.
  • Share and collaborate effectively with others.
  • Identify and make suggestions for improvements when problems and/or opportunities arise.
  • Handle, manipulate and analyse data and information responsibly.
  • Follow risk management and compliance procedures.
  • Keep up-to-date with developments in area of specialism.
  • Communicate confidently in a clear, concise and articulate manner - verbally and in the materials I produce.
  • Build and maintain an internal and external network.
  • Seek opportunities to learn about how PwC works as a global network of firms.
  • Uphold the firm's code of ethics and business conduct.

  Technical Operations Center Analyst (Senior Associate/Associate)

  Experience: 2 to 8 years

  Educational Qualification: B.E/ B.Tech/ M.Tech/MCA/MBA or any equivalent degree

  Demonstrates thorough abilities and/or a proven record of success as a team player:

  Summary of Duties:

  • Perform L1.5 troubleshooting & resolution for Infrastructure and application related issues as per knowledge articles.
  • Monitoring alerts or incidents and acknowledgement per defined SLA.
  • Perform health check activities and monitor performances of infrastructure components & applications.
  • Engage third parties (as required) to support resolution for Supplier Services
  • Initiate the technical bridge upon Major Incident declaration.
  • Engage Incident commander/ supervisor/on call manager.
  • Engage other technical teams to support resolution for supplier services.
  • Confirmation with end users for issue resolution and update all stakeholders on technical bridge.
  • 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.
  • Ensuring Outage notifications are sent by the technical manager in case of major outages. Following up with technical managers to get the status of the incident on regular intervals.
  • Receiving Management reports on a periodical interval and assessing the reports for any opportunities for areas of Improvement.
  • Creating reports on ITSM tool for weekly incident trends and share with the required stakeholders.
  • Perform proactive problem management.
  • Validating the accuracy of incident/Service request submitted by Service desk to ensure categorization, prioritization and configuration item are accurate.

  Requirements:

  • 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.
  • Proven understanding of ITIL framework.

  Good to Have Qualifications:

  • ITIL 4 certification

  Education (if blank, degree and/or field of study not specified)

  Degrees/Field of Study required:

  Degrees/Field of Study preferred:

  Certifications (if blank, certifications not specified)

  Required Skills

  Optional Skills

  Desired Languages (If blank, desired languages not specified)

  Travel Requirements

  Not Specified

  Available for Work Visa Sponsorship?

  No

  Government Clearance Required?

  No

  Job Posting End Date

  January 31, 2024

• About the company

  PricewaterhouseCoopers is a multinational professional services network of firms headquartered in London, United Kingdom, operating as partnerships under the PwC brand.

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