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. Focused on relationships, you are building meaningful client connections, and learning how to manage and inspire others. Navigating increasingly complex situations, you are growing your personal brand, deepening technical expertise and awareness of your strengths. You are expected to anticipate the needs of your teams and clients, and to deliver quality. Embracing increased ambiguity, you are comfortable when the path forward isn’t clear, you ask questions, and you use these moments as opportunities to grow. Skills Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to: Respond effectively to the diverse perspectives, needs, and feelings of others. Use a broad range of tools, methodologies and techniques to generate new ideas and solve problems. Use critical thinking to break down complex concepts. Understand the broader objectives of your project or role and how your work fits into the overall strategy. Develop a deeper understanding of the business context and how it is changing. Use reflection to develop self awareness, enhance strengths and address development areas. Interpret data to inform insights and recommendations. 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 Overview The Mobile Application Support Analyst is responsible for monitoring, troubleshooting, and optimizing mobile applications developed using Ionic (Hybrid/Cross-platform) and Swift (iOS) . This role involves incident resolution, API troubleshooting, crash analysis, performance tuning, and security monitoring . The analyst will work in an Agile, DevOps-driven environment , supporting legacy modernization, stabilization, enhancements, and performance improvements for mission-critical Freight, Rail, and Logistics applications. Required Technical Skills 🔹 Mobile Platforms: iOS (Swift), Hybrid (Ionic, Capacitor, Cordova) 🔹 Backend & API Support: RESTful APIs, GraphQL, OAuth2, JWT, Firebase Authentication 🔹 Database: SQLite, Firebase Realtime Database, Core Data, NoSQL (MongoDB) 🔹 CI/CD Tools: Jenkins, Fastlane, GitHub Actions, GitLab CI/CD, Azure DevOps 🔹 Monitoring & Debugging: Firebase Crashlytics, Xcode Instruments, AppDynamics, Splunk, ELK Stack 🔹 Security & Compliance: GDPR, HIPAA, SOC 2, SSL/TLS, OAuth2, Biometric Authentication 🔹 Cloud Services: AWS Amplify, Azure Mobile Apps, Firebase, Google Cloud Functions Key Responsibilities 1️ ⃣ Mobile App Incident Management & Troubleshooting ✅ Provide Level 2/3 support for mobile applications, resolving crashes, UI/UX issues, and API failures. ✅ Diagnose application crashes, performance bottlenecks, and memory leaks in Ionic and Swift-based apps. ✅ Monitor logs and errors using Firebase Crashlytics, Sentry, AppDynamics, and New Relic. ✅ Work with ITIL-based Change, Incident, and Problem Management processes (JIRA, ServiceNow, BMC Remedy). ✅ Perform Root Cause Analysis (RCA) for recurring issues and implement permanent fixes. 2️ ⃣ API & Backend Integration Support ✅ Troubleshoot RESTful and GraphQL API failures, ensuring smooth backend integration. ✅ Work on API authentication mechanisms such as OAuth, JWT, Firebase Authentication, Apple Sign-In. ✅ Debug network issues using Charles Proxy, Postman, and API Gateway Logs (AWS, Azure API Gateway, Kong, Apigee). 3️ ⃣ Mobile Performance Monitoring & Optimization ✅ Optimize CPU, memory, and battery consumption for mobile applications. ✅ Reduce app startup time, optimize rendering performance, and improve caching strategies. ✅ Work with profiling tools (Xcode Instruments, Chrome DevTools, Lighthouse) to analyze and optimize performance. ✅ Debug and fix slow response times, frozen screens, and UI glitches. 4️ ⃣ Crash Analysis & Log Monitoring ✅ Investigate application crashes using Firebase Crashlytics, Xcode Debugger, and Ionic Capacitor Logs. ✅ Monitor mobile app logs using Splunk, ELK Stack, or Azure Monitor. ✅ Handle failed transactions, missing push notifications, and data sync issues. 5️ ⃣ Security & Compliance Management ✅ Ensure mobile apps comply with GDPR, HIPAA, SOC 2, ISO 27001 security standards. ✅ Implement security best practices like SSL pinning, secure API calls, and biometric authentication (Face ID, Touch ID). ✅ Monitor user access and role-based authentication (RBAC, SAML, OAuth2, Firebase Auth, Azure AD). 6️ ⃣ CI/CD & Deployment Support ✅ Support CI/CD pipelines for mobile apps using Fastlane, Jenkins, GitHub Actions, GitLab CI/CD, Azure DevOps. ✅ Assist in managing App Store (iOS) and Google Play Store releases, including TestFlight testing and Firebase App Distribution. ✅ Debug and resolve failed builds, rejected submissions, and signing certificate issues. 7️ ⃣ Cloud & Push Notification Support ✅ Troubleshoot push notification failures using APNs (Apple Push Notification Service) and Firebase Cloud Messaging (FCM). ✅ Support cloud-based mobile services such as AWS Amplify, Azure Mobile Apps, Google Firebase. ✅ Handle real-time messaging issues, data synchronization problems, and offline mode inconsistencies. 8️ ⃣ Collaboration & Documentation ✅ Work in an Agile (Scrum/Kanban) environment to provide continuous support and improvements. ✅ Maintain troubleshooting guides, issue logs, and SOPs for mobile application support. 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