Job Description

Line of Service Advisory

Industry/Sector Not Applicable

Specialism Managed Services

Management Level Specialist

& 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 Solutioning Center of Excellence within the Managed Services Platform will provide you direct interaction with senior leadership and other key stakeholders. You will work with cross-functional teams to execute on priority growth initiatives within this fast-growing platform.

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 Specialist, 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:

Conduct self in a professional manner and take responsibility for work and commitments.

Flex approach to meet the changing needs of teams and clients.

Identify and make suggestions for efficiencies and improvements when performing work.

Take action to stay current with new and evolving technology.

Use tools, techniques and firm standard methodologies to support research, analysis and problem solving.

Handle, manipulate and analyse data and information responsibly.

Communicate with empathy and adapt communication style to meet the needs of the situation and audience.

Manage expectations of stakeholders effectively.

Embrace different points of view and welcome opposing and conflicting ideas.

Uphold the firm\'s code of ethics and business conduct.

Job Responsibilities:

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.

Must be willing to work in shifts, provide hand-over to global teams, and provide on-call support during off-business hours.

Key Skills and Experience:

1-2 years of 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.

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.

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

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

PwC