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PwC Service Delivery Center
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Manager II Application Support Team Lead || IT Security ||IFS

Manager II Application Support Team Lead || IT Security ||IFS

PwC Service Delivery Center

8 - 13 years

30 - 35 Lacs

gurugram

Posted:1 week ago| Platform:

Apply

Skills Required

it services career development application support contract management analytical troubleshooting continuous improvement stakeholder management service quality information technology

Work Mode

Work from Office

Job Type

Full Time

Job Description

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

IFS Internal Firm Services Other

& Summary

At PwC, our people in information technology operations focus on managing and maintaining the technology infrastructure and systems to provide smooth operations and efficient delivery of IT services. This includes monitoring network performance, troubleshooting issues, and implementing security measures.
In service management at PwC, you will focus on overseeing and confirming the delivery of quality and timely services. You will monitor vendor compliance with contractual agreements for service quality, availability, and reliability, manage the business and delivery of services, and lead service recovery in case of major incidents.

Why PWC

& Summary

A career within Information Technology as an Application Support Team Lead involves leading the application support and operations, ensuring timely management of SLAs, coordinating complex technical issues, and ensuring seamless operation of application support. The role is crucial in driving outcomes, ensuring excellence, and facilitating the success of projects and programs.

Lead the application support team to provide timely and effective support for business applications.
Ensure applications are maintained and updated according to business needs and technological advancements.
Oversee the resolution of applicationrelated incidents and service requests.
Manage, mentor, and develop a team of application support specialists.
Conduct regular performance reviews and support career development initiatives.
Foster a collaborative and customerfocused work environment.
Ensure application support practices comply with relevant security policies and regulations.
Implement measures to safeguard applications from security threats.
Develop support and operations management plans, scope, objectives, and timelines.
Drive continuous improvement by implementing ITILaligned processes and optimizing workflows.
Monitor, analyze, and report on key performance indicators (KPIs) to enhance service efficiency.
Collaborate with crossfunctional teams to ensure service standards and SLAs are consistently met.
Act as a point of escalation for critical service issues and maintain governance over compliance and documentation

Mandatory skill sets

Strong analytical skills with experience in interpreting and presenting performance data.
Prior experience in team leadership or managerial roles in Application support operations.
Excellent communication and stakeholder management skills

Preferred skill sets

ITIL v4 certification

Years of experience required

8+ years and above.

Education qualification

Any UG/PG

Education

Degrees/Field of Study required Master Degree, Bachelor Degree

Degrees/Field of Study preferred

Required Skills

Analytical Work

Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Coaching and Feedback, Communication, Communications Planning, Conflict Resolution, Contract Management, Contract Negotiation, Creativity, Crisis Management, Customer Relationship Management, Customer Service Excellence, Customer Service Management, Developing Service Standards, Embracing Change, Emotional Regulation, Empathy, Escalation Management, Inclusion, Information Technology Infrastructure Library (ITIL), Intellectual Curiosity, Internal Communication (IC), Issue Management {+ 29 more}

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Manager II Application Support Team Lead || IT Security ||IFS