MS National ITSM Major Incident Manager Operate
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Monthly Salary:
Posted on:
13 hours ago
Vacancies:
1 Vacancy
Job Summary
Industry/Sector
Not ApplicableSpecialism
Managed ServicesManagement Level
ManagerJob Description & Summary
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 members 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.
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 Firms code of conduct and independence requirements.
Major Incident Manager-Job Description
JobSummary:
Owns and drives the end-to-end management ofMajor IncidentsimpactingSAP& othersystems ensuring rapid service restoration effective stakeholder communication and root cause prevention with minimal business disruption.ITMajor Incidentmanagerisaninfluential IT professional who can lead a team of technical IT support team members through troubleshooting and resolution of major incidents. The IT Major IncidentManageris the primary contact to manage high-priority incidents and problems from identification through resolution. You will support the customer-centric view includingdelivering onservice level agreements and theobjectiveoftimely relevant communication to customers.The ITMajor IncidentManagerleadsthe coordination of major IT incidentsengagingtechnical and business resources.
Key Responsibilities
Major Incident& IncidentManagement
Lead and manageMajor Incidents (P1 / P2)impactingSAP applications and integrations& other systems.
Act as thesingle point of commandduring majorincidents.
Ensure adherence toITIL Major Incident Managementprocesses and SLAs.
Initiate coordinate and drivebridge calls / war rooms.
Ensure rapid triage impact assessment and prioritization of incidents.
Coordinate resolution across SAP Functional Technical BASIS Infrastructure Network Security& applicationteams.
Drive decision-making to restore services quickly while managing business risk.
Perform Incident auditto ensure quality and compliance.
Willing to beon-callin a rotation with other Incident Managers to cover any major incidents off-hours on the weekends or for vacation coverage
Communication & Stakeholder Management
Providecleartimely andaccuratecommunicationsto business stakeholders and leadership.
Issue incident notifications updates and resolution summaries.
Translate technical SAP issues intobusiness impact language.
Manage expectations during prolonged or high-impact incidents.
Interface with SAP vendorshyperscalers(AWS/Azure/GCP) and third-party partners.
Post-Incident & Problem Management
LeadPost Incident Reviews (PIRs)and root cause analysis (RCA).
Ensure corrective and preventive actions (CAPA) areidentifiedand tracked.
Collaborate with Problem Management to prevent recurrence.
Validate permanent fixes and improvementactions.
Governance Reporting & Continuous Improvement
Define andmaintainMajor Incident Management runbooksfor SAP.
Track and reportSLA&KPIssuch as:
Mean Time to Restore (MTTR)
Incident frequency and trends
SLA compliance
Identifysystemic SAP issues andimprovementopportunities.
Drive automation and monitoring improvements in collaboration with SAP and infrastructureteams.
Tools & Systems
Use ITSM tools such asServiceNow / Remedy / Jira Service Management.
Maintain documentation incident timelines and knowledge articles.
Required Skills & Experience
Mandatory
610 years of experience inITSM Incident / Major Incident Management.
Hands-on experience withServiceNowor equivalent ITSM tools.
Strong leadership under pressure and crisis management skills.
Excellent communication and executive-level stakeholder handling.
Readiness for 24*7 coverage & support.
Preferred to have
ITIL v3 / ITIL 4 certification.
SAP technical or functional background
Experience with SAP on cloud platforms (AWS Azure).
Travel Requirements
Not SpecifiedJob Posting End Date
Required Experience:
Manager
Key Skills
- Anti Money Laundering
- Machine Shop
- B2C
- Account Management
- Bus Driving
- Administration Support
About Company
At PwC, our purpose is to build trust in society and solve important problems. We’re a network of firms in 155 countries with over 284,000 people who are committed to delivering quality in assurance, advisory and tax services. Find out more and tell us what matters to you by vis ... View more
