MS CMS Associate (Analyst) Problem Manager â Operate
MS CMS Associate (Analyst) Problem Manager â Operate
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Job Description
Line of Service
AdvisoryIndustry/Sector
Not ApplicableSpecialism
Managed ServicesManagement Level
AssociateJob 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 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 Firms code of conduct and independence requirements.
Job Summary -
A career in our Managed Services team will give you an opportunity to collaborate with many teams to help our clients implement and operate new capabilities achieve operational efficiencies and harness the power of technology. The Cloud Managed Services Operations team within Cloud Managed Services provides support to run the business including the following: financial management billing and collections practice communications business development and sales strategy support practice budgeting utilization and leadership support
Minimum Degree Required (BQ) *:
Bachelors Degree
Degree Preferred:
Required Field(s) of Study (BQ):
Preferred Field(s) of Study:
Minimum Year(s) of Experience (BQ) *: US
Minimum of 3 year of experience
Certification(s) Preferred:
Required Knowledge/Skills (BQ):
Problem Manager - Job Description
Job Summary:
This role is responsible for the enforcement of Problem Management processes in close collaboration with the accountable process owner and close partnership. The process covers the logging and classification of Problems Root Cause Analysis (RCA)- activity undertaken in investigating the underlying root causes facilitation of work-around and Known Error details and the production/implementation of permanent resolutions (via Change Management). Take part in impact assessment activities particularly in providing business impact assessments and advice on Priority of the Problem The process covers the logging and classification of Problems Root Cause Analysis (RCA)- activity undertaken in investigating the underlying root causes facilitation of work-around and Known Error details and the production/implementation of permanent resolutions (via Change Management).
Key Responsibilities:
Drive root cause analysis (RCA) quality to prevent recurrence of incidents.
Ensure thorough documentation of problem records and RCAs following industry best practices.
Attend Problem and Known Error reviews as required
Take part in the agreement of Workaround permanent fixes and closure of Problems
Authorization to implementation of corrective actions if required
Provide authorization to close Problem Investigations or Known Errors
Makes decision whether investigation needs to be continued where root cause is not determined or a lack of success with solution implementation
Approve a risk where there is a decision to stop Investigation or not to implement permanent fix
Monitor and validate the implementation of corrective and preventive actions.
Examining information from internal departments impacted by a problem to find areas for improvement.
Tracking problems throughout their lifecycle and ensuring action items are completed by their due date.
Collaborating across business and technology organizations to improve processes and procedures for effectively coordinating incidents.
Provide assistance and communication with other departments and escalation points relevant to troubleshooting and resolving customer issues.
Develop and maintain effective relationships with other departments and executive leaders
Set an example of fierce commitment to customer satisfaction
Experience/ Skills Required
Bachelors Degree or equivalent work 3 to 5 years of or relevant work experience within IT incident management
ITIL Foundations V3 or V4 Certification.
Skills in managing tasks across multiple teams including vendors and managed service providers
Equivalent work experience with a total of 3-5 years managing IT incidents changes or problems or similar roles in a global organization
Proficiency in analytical tools focused on Incident Change and Problem management.
Knowledge of IT Operations and important systems
Excellent command of spoken and written English.
Education (if blank degree and/or field of study not specified)
Degrees/Field of Study required:Degrees/Field of Study preferred:Certifications (if blank certifications not specified)
Required Skills
Optional Skills
Accepting Feedback Accepting Feedback Active Listening Cloud Administration Cloud-Based Service Management Cloud Engineering Cloud Infrastructure Cloud Infrastructure Architecture Design Cloud Infrastructure Optimization Cloud Migration Cloud Operations (CloudOps) Cloud Performance Optimization Cloud Service Delivery Cloud Strategy Communication Emotional Regulation Empathy Inclusion Infrastructure Management Infrastructure Performance Intellectual Curiosity Microsoft Azure Optimism Performance Monitor Teamwork 4 moreDesired Languages (If blank desired languages not specified)
Travel Requirements
Not SpecifiedAvailable for Work Visa Sponsorship
NoGovernment Clearance Required
NoJob Posting End Date
Required Experience:
Manager
Employment Type
Full-Time
