Job
Description
At PwC, our people in managed services focus on a variety of outsourced solutions and support clients across numerous functions. These individuals help organisations streamline their operations, reduce costs, and improve efficiency by managing key processes and functions on their behalf. They are skilled in project management, technology, and process optimization to deliver high-quality services to clients. Those in managed service management and strategy at PwC will focus on transitioning and running services, along with managing delivery teams, programmes, commercials, performance and delivery risk. Your work will involve the process of continuous improvement and optimising of the managed services process, tools and services. Enhancing your leadership style, you motivate, develop and inspire others to deliver quality. You are responsible for coaching, leveraging team member’s unique strengths, and managing performance to deliver on client expectations. With your growing knowledge of how business works, you play an important role in identifying opportunities that contribute to the success of our Firm. You are expected to lead with integrity and authenticity, articulating our purpose and values in a meaningful way. You embrace technology and innovation to enhance your delivery and encourage others to do the same. Skills Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to: Analyse and identify the linkages and interactions between the component parts of an entire system. Take ownership of projects, ensuring their successful planning, budgeting, execution, and completion. Partner with team leadership to ensure collective ownership of quality, timelines, and deliverables. Develop skills outside your comfort zone, and encourage others to do the same. Effectively mentor others. Use the review of work as an opportunity to deepen the expertise of team members. Address conflicts or issues, engaging in difficult conversations with clients, team members and other stakeholders, escalating where appropriate. Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements. Role Command Center (Manager – Relevant Exp: 12+ Years) Job Responsibilities Experience in handling command center team minimum of 10 people. Oversee the daily operations of the command center, ensuring all systems and processes run smoothly. Create, Develop and implement operational procedures and policies to maximize efficiency and effectiveness. Lead, mentor, and manage a team of command center operators and analysts. Conduct regular training sessions to ensure the team is equipped with the necessary skills and knowledge. Continuously monitor systems, networks, and applications for issues or irregularities. Analyze data and generate reports on performance metrics, incident trends, and other key indicators. Coordinate and manage response to incidents, outages, or emergencies, ensuring timely resolution. Serve as the point of escalation for complex or major incidents. Facilitate effective communication between the command center and other departments, stakeholders, or external partners. Ensure clear and concise reporting of incidents and operational updates. Ensure the command center is equipped with the latest technology and tools to perform its functions efficiently. Work with IT and other relevant departments to plan and implement upgrades or changes. Identify areas for improvement in processes, technology, or team performance. Lead initiatives for process optimization and innovation. Ensure all operations comply with relevant industry standards, regulations, and organizational policies. Develop and maintain risk management strategies to mitigate potential disruptions. Handling service requests (device onboarding & offboarding, certificate management, alert enablement in Splunk etc.) following the documented process. Managing health check activities and monitor performances of application components. Making inbound & outbound calls with ISP & onsite tech team. Engage third parties’ vendors (as required) to support resolution for Supplier Services 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 other technical teams to support resolution for supplier services. Confirmation with end users/technical teams for issue resolution and update all stakeholders on technical bridge. 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. Validating the accuracy of incident/Service request submitted by Service desk to ensure categorization, prioritization and configuration item are accurate. Independently running major incident bridges with complete command & control Should be able to assess business impact of major issues and initiate bridge calls Taking complete responsibility of an Incident throughout the lifecycle Should be able to draft / review major incident communications which goes up to Client leadership. Prior experience working in a Global Command Center / Technical Operations Center role. Analyze process improvement & automate opportunities and collaborate with technical teams till implementation. Should be ready to learn new technology & processes and provide training to team. Create and manage knowledge articles or SOP as per requirement Key Skills And Experience Strong leadership and team management skills. Excellent problem-solving and decision-making abilities. Hands-on experience on at least 1 ITSM tool (ServiceNow, Remedy,Splunk, NNMI, Big Panda, Tivoli, OEM ,Native , Flexera 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 Show more Show less
