Engineering Operations Senior Associate

Not Applicable Managed Services Senior Associate 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.

• 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.

• 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

• 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

• Basic knowledge of working in .NET / Java, monitoring tools is preferred.
• ITIL 4 certification is a plus.

Degrees/Field of Study required Degrees/Field of Study preferred No October 8, 2024