Engineering Operations -Command Center-Senior Associate

Description & SummaryA 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 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 ServicesInitiate 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:4 - 7 years of relevant experience for Leads and 2 - 4 years of relevant experience for Engineers with following skillsetsHands-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 frameworkExperience 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 Degrees/Field of Study required:Degrees/Field of Study preferred:Certifications Required SkillsOptional SkillsDesired Languages Travel RequirementsNot SpecifiedAvailable for Work Visa Sponsorship?NoGovernment Clearance Required?NoJob Posting End Date