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Engineering Operations Senior Associate

5-10 years

₹ 5 - 36.5L/yr (AmbitionBox estimate)

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This is an estimate of the average salary range for this position. It has not been reviewed by the company, and the actual salary may differ.

Bangalore / Bengaluru, Hyderabad / Secunderabad

1 vacancy

Engineering Operations Senior Associate

PwC

posted 5mon ago

Job Role Insights

Flexible timing

Job Description

Not Applicable
Specialism
Managed Services
Management Level
Senior 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.

Our Managed Services team is the natural extension of PwC s leading class global delivery capabilities. We provide premium, cost effective, high quality services that support process quality and delivery capability in support for client engagements.
As a Senior Associate, youll 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
  • Use feedback and reflection to develop self awareness, personal strengths and address development areas.
  • Delegate to others to provide stretch opportunities, coaching them to deliver results.
  • Demonstrate critical thinking and the ability to bring order to unstructured problems.
  • Use a broad range of tools and techniques to extract insights from current industry or sector trends.
  • Review your work and that of others for quality, accuracy and relevance.
  • Know how and when to use tools available for a given situation and can explain the reasons for this choice.
  • Seek and embrace opportunities which give exposure to different situations, environments and perspectives.
  • Use straightforward communication, in a structured way, when influencing and connecting with others.
  • Able to read situations and modify behavior to build quality relationships.
  • Uphold the firms code of ethics and business conduct.
Job Summary -
A career in our Managed Services team will give you an opportunity to collaborate with many 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
Minimum Degree Required (BQ) *
Bachelor s Degree
Degree Preferred
Required Field(s) of Study (BQ)
Bachelor s degree in computer science, Information Technology, or a related field.
Preferred Field(s) of Study
Minimum Year(s) of Experience (BQ) * US
Minimum of 6-10 years of experience
Certification(s) Preferred
NA
Required Knowledge/Skills (BQ)
Role NOC/Command Center (Senior Associate - Relevant Exp 5 Years to 10 Years)
Job Responsibilities
  • Monitoring & L1.5 troubleshooting & resolution for Infrastructure and application related issues as per knowledge articles.
  • Initial triage of incidents related to Infrastructure (network - router, switch, Meraki devices, access points, SDWAN ;server - Windows & Linux etc.) & application components using knowledge articles.
  • Work on service requests (network device onboarding & offboarding, certificate management, alert enablement in SolarWinds etc.) following the documented process.
  • Perform health check activities and monitor performances of infrastructure components & applications.
  • Making inbound & outbound calls with ISP & onsite tech team.
  • Engage third parties (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
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
Preferred Knowledge/Skills *
  • Basic knowledge of working in .NET / Java, monitoring tools is preferred.
  • ITIL 4 certification is a plus.
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
No
October 8, 2024

Employment Type: Full Time, Permanent

Functional Areas: Other

Read full job description

PwC Interview Questions & Tips

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What people at PwC are saying

3.4
 Rating based on 1.5k Senior Associate reviews

Likes

It's soo good in work culture, Trainings and effective leadership. Seniors are too good and approachable all time.

  • Skill development - Excellent
  • +4 more
Dislikes

Salary and promotion cycle. Paid very less compared to other big 4 firms but pressure is equally same.

  • Promotions - Poor
Read 1.5k Senior Associate reviews

Senior Associate salary at PwC

reported by 15.3k employees
₹8 L/yr - ₹30.1 L/yr
91% more than the average Senior Associate Salary in India
View more details

What PwC employees are saying about work life

based on 9.2k employees
75%
88%
58%
87%
Flexible timing
Monday to Friday
No travel
Day Shift
View more insights

PwC Benefits

Submitted by Company
Staff discounts
Professional Memberships
In-house learning tools
Referral Bonuses
Corporate Plan
Buy more leave! +7 more
Submitted by Employees
Work From Home
Health Insurance
Cafeteria
Job Training
Soft Skill Training
Free Transport +6 more
View more benefits

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PricewaterhouseCoopers Pvt Ltd, The Millenia, Tower D , # 1 & 2 Murphy Road, Ulsoor Bengaluru
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