MS IT InfraCloud Associate (Analyst) Cross functional analysts Service Management, reporting operate

Industry/Sector

Specialism

Management Level

Job Description & Summary

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 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 Incidentcommander/ 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

Job Posting End Date