MS DCM- Command Center Manager Operate

Industry/Sector

Specialism

Management Level

Job Description & Summary

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 isnt clear you ask questions and you use these moments as opportunities to grow.

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 Firms code of conduct and independence requirements.

Role Summary
Leads and governs the L1 SAP & Application Monitoring and Alert Management team ensuring effective 24x7 event detection correlation triage automation-driven resolution and timely escalation to maintain SAP service stability and performance.
Key Responsibilities
Event Monitoring & Observability Leadership

Own and manage the end-to-end event monitoring process for SAP and integrated applications.

Define the monitoring strategy operating model and standards for L1 operations.

Ensure events are accurately identified classified correlated prioritized and resolved or escalated.

Align monitoring practices with ITIL Event and Incident Management frameworks.

Lead and manage the L1 monitoring team providing 24x7 coverage.

Define roles responsibilities shift models and escalation matrices.

Ensure L1 analysts follow SOPs runbooks and automation workflows.

Manage team performance workload balancing and skill development.

Conduct regular training coaching and quality reviews.

Ensure monitoring across DEV QA PRE-PROD and PROD environments (as required).

Define and implement event correlation rules to reduce alert noise.

Drive automation and auto-remediation for known SAP & application events.

Leverage AIOps capabilities for anomaly detection and predictive alerts.

Continuously reduce false positives and manual interventions.

Ensure timely incident creation prioritization and escalation from L1 to L2/L3 teams.

Act as the escalation point for monitoring-related issues.

Support Major Incident Management with real-time monitoring insights.

Ensure complete and accurate handovers to resolver teams.

Drive continuous tool optimization and enhancements.

Track monitoring SLA & KPIs

Provide dashboards and executive-level reports.

Lead service reviews and operational governance forums.

Ensure monitoring supports availability capacity and continuity objectives.

Act as the primary point of contact for monitoring services.

Manage relationships with monitoring and observability tool vendors.

Communicate service health risks and improvements to stakeholders.

Ensure monitoring supports security audit and compliance requirements.

Monitor for unauthorized changes access issues and anomalies.

Ensure proper access controls and audit trails for monitoring tools.
Required Skills & Experience
Mandatory

612 years of experience in IT operations monitoring or observability roles.

Strong experience managing SAP application monitoring.

Proven experience leading L1 monitoring or NOC teams.

Strong understanding of event monitoring incident management and automation.

Experience using ITSM tools (ServiceNow or equivalent) Solution Manager Graffana SAP Focused Run Control M IDoc Cockpit AppDynamics Ignio Elastic PowerBI
Preferred / Good to Have

SAP BASIS or SAP Technical background.

Experience with AIOps and observability platforms.

ITIL certification (Event / Incident Management).

Experience supporting 24x7 global operations.

Exposure to cloud-based SAP environments.

Travel Requirements

Job Posting End Date