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.

Our Application Evolution Services team will provide you with the opportunity to help organizations harness the power of their enterprise applications by optimizing the technology while driving transformation and innovation to increase business performance. We assist our clients in capitalizing on technology improvements, implementing new capabilities and achieving operational efficiencies by managing and maintaining their application ecosystems. We help our clients maximize the value of their Oracle investment by managing the support and continuous transformation of their solutions in the areas of finance operations, human capital management, supply chain management, reporting and analytics and governance, risk and compliance.

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 a Senior 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: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 firm's 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):  

Preferred Field(s) of Study:

Minimum Year(s) of Experience (BQ) *: US

Minimum of 1 year of experience

Certification(s) Preferred:

Required Knowledge/Skills (BQ):

Role NOC/Command Center (Specialist/Associate – Relevant Exp: 1 Year to 5 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 issues 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.

· Responding & resolving incidents within SLA

· Making inbound & outbound calls with ISP & onsite tech team.

· Engage third parties (as required) to support resolution for Supplier Services

· Engage other technical teams to support resolution for supplier services.

· Keep the incident updated as per discovery or end user information on real time basis.

· Monitoring the volume of Incidents, Incident resolution, pending Incidents, complaints, and escalations.

· Validating the accuracy of incident/Service request submitted by Service desk to ensure categorization, prioritization and configuration item are accurate.

· 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 Incident commander/ supervisor/on call manager.

· Confirmation with end users/technical teams for issue resolution and update all stakeholders on technical bridge.

· Create problem tickets & outage records for major incidents.

· 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.

· Must be willing to work in shifts, provide hand-over to next shift, send business readiness checklist

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 *:

· 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

Accepting Feedback, Accepting Feedback, Active Listening, Automation, Automation Framework Design and Development, Automation Solutions, Budgetary Management, Business Process Automation (BPA), Business Process Improvement, Business Process Outsourcing, Business Transformation, Communication, Continuous Process Improvement, Data Quality Automation, Deliverable Planning, Delivery Excellence, Design Automation, Digital Transformation, Emotional Regulation, Empathy, Inclusion, Intellectual Curiosity, Managed Services, Operational Excellence, Operational Performance Management (OPM) {+ 19 more}

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