MS - IT Infra/Cloud - Associate (Analyst) - Cross functional analysts - Ser at pwc

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

06 Apr, 26

Salary

0.0

Posted On

06 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

ITIL Framework, Incident Management, Problem Management, Change Management, ServiceNow, Data Analysis, Reporting, Cloud Infrastructure, Troubleshooting, Communication, Team Collaboration, Training Development, Client Interaction, Technical Documentation, Service Level Agreements, Operational Level Agreements

Industry

Professional Services

Description

Industry/Sector Not Applicable Specialism Managed Services Management Level Associate Job Description & Summary At PwC, our people in infrastructure focus on designing and implementing robust, secure IT systems that support business operations. They enable the smooth functioning of networks, servers, and data centres to optimise performance and minimise downtime. Those in cloud operations at PwC will focus on managing and optimising cloud infrastructure and services to enable seamless operations and high availability for clients. You will be responsible for monitoring, troubleshooting, and implementing industry leading practices for cloud-based systems. Driven by curiosity, you are a reliable, contributing member of a team. In our fast-paced environment, you are expected to adapt to working with a variety of clients and team members, each presenting varying challenges and scope. Every experience is an opportunity to learn and grow. You are expected to take ownership and consistently deliver quality work that drives value for our clients and success as a team. As you navigate through the Firm, you build a brand for yourself, opening doors to more opportunities. Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to: Apply a learning mindset and take ownership for your own development. Appreciate diverse perspectives, needs, and feelings of others. Adopt habits to sustain high performance and develop your potential. Actively listen, ask questions to check understanding, and clearly express ideas. Seek, reflect, act on, and give feedback. Gather information from a range of sources to analyse facts and discern patterns. Commit to understanding how the business works and building commercial awareness. Learn and apply professional and technical standards (e.g. refer to specific PwC tax and audit guidance), uphold the Firm's code of conduct and independence requirements. Job Profile Name: *TC/Recruiting to Update* Child Name: *TC/Recruiting to Update* Global LoS: *TC/Recruiting to Update* Global Network: *TC/Recruiting to Update* Global Competency Network: *TC/Recruiting to Update* Go-To-Market: Managed Services Sector: Not Applicable Programme Type: Experienced Additional Responsibilities: (This field may be used to describe the daily role, duties and/or purpose of this Job Profile/Job Description. The field is limited to 500 characters, including spaces.) Minimum Degree Required: Bachelors Degree Preferred: B. Tech CS / IT, BCA, BSC (Comp. Science) Minimum Years of Experience: 1 to 3 Year(s) Certifications Required: ITIL v4 Foundation Certifications Preferred: Public Cloud Foundation Certifications (Azure / AWS / GCP), AZ900, AI900 Required / Mandatory Knowledge/Skills: (character count limit 5000) *PLEASE ONLY USE THIS FIELD IF THIS IS A MUST HAVE SKILL FOR APPLICANT* Good understanding of ITIL framework and knowledge of Incident, problem, change management lifecycle. Work closely with the Technology Operations Center (TOC) / Network Operations Center (NOC) as they are the front-line defense of the system. Acknowledge Major Incident reports from TOC/NOC or from the technical teams and initiate / set-up the Major Incident bridges as soon as possible. Send email communications and notifications during major incident bridges. Engage Incident commander/ supervisor/on call manager. Engage other technical teams to support resolutions for supplier services. Good understanding of incident, problem and change management processes Confirmation with end users/technical teams for issue resolution and updating all stakeholders on technical bridge. Create problem tickets & outage records for major incidents. Document the detail chronology of an incident and update the Problem record for the RCA. Ensure SLAs (Service Level Agreements), KPI (key performance indicators) and OLAs (Operational Level Agreements) are met Hands-on experience in ServiceNow / Any Other ITSM tool and well versed with reporting / generating data for the operations. Analyze large datasets to identify patterns, anomalies, and improvement opportunities. Schedule the RCA call and ensure the right solution is being obtained and documented. Review submitted change requests (CRs) for completeness, clarity, and impact. Conduct initial Change impact analysis on technical components, business processes, and dependencies. Identify risks, potential conflicts, and required validations. Categorize changes (standard, normal, emergency) according to ITIL guidelines. Must be able to build queries in ServiceNow and generate reports as per business needs. Preferred Knowledge/Skills: (character count limit 5000)* PLEASE MAKE THIS A BULLETED LIST WHERE EACH SENTENCE STARTS WITH THE SAME VERB TENSE (I.E. PROVIDES, DEVELOPS, FACILITATES, ETC.) Preferred skills on creating / giving presentations to PwC / Client leadership. Work closely with team management and work on clear road maps on maturing ITSM service models. Support development of training plans, content, and materials (guides, job aids, eLearning scripts). Coordinate scheduling of training sessions and track attendance. Assist with delivering training alongside functional or technical SMEs. Gather training feedback and support post-training reinforcement activities. Work Environment and Schedule 24x7 operations coverage with shift or on-call rotation; occasional nights/weekends/holidays, especially during cutovers and period-end cycles. Hybrid or on-site NOC/operations setting; coordination with global teams. Adherence to security, compliance, and change management policies. Travel Requirements Not Specified Job Posting End Date Are you ready to make a difference? Want to unlock new value by applying your unique perspective and talents? You can grow exponentially at PwC. Here, you can uncover hidden talents, build lifelong relationships rooted in trust and empathy and turn challenges into opportunities for innovation. We’ll help you grow your skills through challenging, meaningful work so you can go further.

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Responsibilities

You will be responsible for monitoring, troubleshooting, and implementing industry-leading practices for cloud-based systems. Engage with various technical teams to support resolutions for supplier services and ensure SLAs and KPIs are met.