IT Infrastructure Managed Service - Senior Associate - SMO - Operate

Industry/Sector

Not Applicable

Specialism

Managed Services

Management Level

Senior Associate

Job 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.

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 isn’t 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 Firm's code of conduct, and independence requirements.

Instructions:

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Job Profile Name:

*TC/Recruiting to Update*

Child Name:

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Global LoS:

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Global Network:

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Global Competency Network:

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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: 5 to 8 Year(s)

Certifications Required: ITIL v4, Public Cloud (Azure / AWS / GCP) fundamental certifications.

Certifications Preferred: ServiceNow Fundamentals, MOS Excel Associate / Expert.

Required / Mandatory Knowledge/Skills: (character count limit 5000) *PLEASE ONLY USE THIS FIELD IF THIS IS A MUST HAVE SKILL FOR APPLICANT*
 

Major Incident & Incident Management  
 

• Lead and manage Major Incidents (P1 / P2) impacting critical applications and integrations & other systems.  

• Act as the single point of command during major incidents.  

• Ensure adherence to ITIL Major Incident Management processes and SLAs. 

• Initiate, coordinate, and drive bridge calls / war rooms. 

• Ensure rapid triage, impact assessment, and prioritization of incidents. 

• Coordinate resolution across cross functional towers.

• Drive decision-making to restore services quickly while managing business risk. 
• Post resolution, document the Major Incident summary for the leadership team and publish it.

• Perform Incident audit to ensure quality and compliance.  

• Willing to be on-call in a rotation with other Incident Managers, to cover any major incidents off-hours, on the weekends, or for vacation coverage  
   

Communication & Stakeholder Management 
 

• Provide clear, timely, and accurate communications to business stakeholders and leadership. 

• Issue incident notifications, updates, and resolution summaries. 

• Ability to translate technical issues into clear business impact verbiage. 

• Manage expectations during prolonged or high-impact incidents. 

• Interface with client vendors, Public Cloud Providers (AWS/Azure/GCP), and third-party partners. 

Problem Management 
 

• Lead Post Incident Reviews (PIRs) and root cause analysis (RCA). 

• Ensure corrective and preventive actions (CAPA) are identified and tracked. 

• Collaborate with technical teams and their SMEs to prevent recurrence. 

• Validate permanent fixes and improvement actions.

Change Management 

• Own and manage the end-to-end change lifecycle (Normal, Standard, Emergency changes). 

• Chair CAB and fitness for launch release calls for GO/NO GO along with tech and business leaders.  

• Assess change impact, risk, and dependencies across towers.  

• Priori experience with Change Advisory Board (CAB / eCAB) meetings. 

• Validate business justification, technical readiness, and rollback plans for all Application and Infrastructure changes.

• Track and manage change collisions, blackout periods, and freeze windows. 

• Maintain change KPIs (success rate, emergency changes, failed changes). 

• Proven experience in managing team & skilled and experienced problem solving.  
   

Governance, Reporting & Continuous Improvement 
 

• Define and maintain Major Incident Management runbooks.  

• Track and report SLA & KPIs such as: 

• Mean Time to Restore (MTTR) 

• Incident frequency and trends 

• SLA compliance 

• Identify systemic SAP issues and improvement opportunities. 

• Drive automation and monitoring improvements in collaboration with Application and infrastructure teams. 
   

Tools & Systems 
 

• Use ITSM tools such as ServiceNow / Remedy / Jira Service Management. 

• Maintain documentation, incident timelines, and knowledge articles. 

Required Skills & Experience 

Mandatory 

• 5–8 years of experience in Major Incident Management, Problem Management, Change Governance, Knowledge Management & Reporting.  
• Hands-on experience with ServiceNow or equivalent ITSM tools. 
• Ability to demonstrate strong leadership skills under pressure and crisis management skills. 
• Excellent communication and executive-level stakeholder handling. 
• Readiness for 24*7 coverage & support.   

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.)

• Prior experience working in global organizations and in Managed Services setup.
• Create / Update the Standard Operating Procedures and ensuring client approval has been obtained before publishing them on the ITSM platform.
• Mentoring the junior members of the team.
• Should be able to run and analyze reports to find out trends of issues.

Travel Requirements

Not Specified

Job Posting End Date