MS Engineering Operations Associate (Analyst) - Command Center- Operate

Role Overview: At PwC, your role in managed services will involve focusing on a variety of outsourced solutions and supporting clients across numerous functions. You will help organisations streamline their operations, reduce costs, and improve efficiency by managing key processes and functions on their behalf. Your skills in project management, technology, and process optimization will be crucial in delivering high-quality services to clients. Specifically, in managed service management and strategy at PwC, you will concentrate on transitioning and running services, as well as managing delivery teams, programmes, commercials, performance, and delivery risk. Your work will revolve around continuous improvement and optimizing the managed services process, tools, and services. Key Responsibilities: - Monitor & perform L1.5 troubleshooting & resolution for application-related issues following knowledge articles. - Conduct initial triage of incidents related to application issues using knowledge articles. - Work on service requests such as onboarding & offboarding, certificate management, and alert enablement in SolarWinds following documented processes. - Perform health check activities and monitor infrastructure components & applications" performances. - Respond to and resolve incidents within SLA. - Engage with third parties and other technical teams as needed to support resolution for supplier services. - Keep incidents updated based on real-time information. - Monitor various metrics including incident volume, resolution, pending incidents, complaints, and escalations. - Validate the accuracy of incident/service requests submitted by the Service Desk. - Initiate technical bridge during Major Incident declaration and provide updates to stakeholders. - Create problem tickets & outage records for major incidents. - Ensure active management of incidents involving vendors for timely resolution. - Willingness to work in shifts and provide hand-over to the next shift. Qualifications Required: - Hands-on experience with at least 1 ITSM tool (ServiceNow, Remedy, etc.). - Strong verbal and written communication skills for effective customer communication during critical events. - Proficiency in at least one technology domain, preferably network. - Understanding of ITIL framework. - Experience in working in a Managed services environment providing application support with knowledge of IT Service Management processes. - ITIL 4 certification is a plus.,