MS Engineering Operations Manager - Support Analyst – Operate

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 Requirement Expertise in IBM ECM platforms and related technologies to provide application support, troubleshooting, performance tuning, and integrations. Core Technical Skills 1️ ⃣ IBM Content Management Administration & Support Installing, configuring, and maintaining IBM FileNet P8, CMOD, Case Manager, and Datacap. Managing repository structures, metadata, and object stores. Performance tuning, log analysis, and system monitoring. Troubleshooting and resolving content indexing, retrieval, and access control issues. Ensuring high availability, backups, and disaster recovery planning. 2️ ⃣ Database Management Strong understanding of SQL and NoSQL databases used by ECM: DB2, Oracle, Microsoft SQL Server (for IBM FileNet, CMOD) MongoDB, Cloud-based DB solutions (for modern ECM integrations) Query optimization and database performance tuning. Managing database schema changes for ECM repositories. 3️ ⃣ Application & Server Management Working with WebSphere Application Server (WAS) or WebLogic for ECM deployments. Managing content storage and retrieval via IBM Content Services API. Configuring LDAP/Active Directory for authentication & access control. Integrating ECM systems with third-party applications (SAP, Salesforce, SharePoint, etc.). 4️ ⃣ Development & Customization Java/J2EE Development – Customizing IBM Content Navigator (ICN) and FileNet applications. IBM Content Navigator Plugins – Extending ECM functionality. REST and SOAP Web Services – API integrations for content retrieval and indexing. Scripting (Python, PowerShell, Shell Scripting) – Automating ECM tasks and monitoring. 5️ ⃣ DevOps & CI/CD CI/CD Pipelines (Jenkins, GitHub Actions, Azure DevOps) for ECM application deployments. Containerization (Docker, Kubernetes) for IBM Cloud Pak ECM solutions. Infrastructure as Code (Terraform, Ansible) for automated deployments. 6️ ⃣ Cloud & Hybrid Deployments IBM Cloud, AWS, or Azure for ECM SaaS/hybrid deployments. Managing IBM Cloud Pak for Business Automation. Experience with IBM Watson AI for Cognitive Content Management. 7️ ⃣ Monitoring & Security Implementing ECM security policies, role-based access control (RBAC). Monitoring ECM logs using Splunk, ELK Stack, or Dynatrace. Ensuring compliance with records retention policies and regulatory standards (GDPR, HIPAA, ISO 27001).