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Command Center Lead @ PwC Service Delivery

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 Command Center Lead

Job Description

Role Command Center (Associate Relevant Exp: 3 Years to 5 Years)
Job Responsibilities:

  • Monitoring & L1.5 troubleshooting & resolution for Infrastructure and application related issues as per knowledge articles.
  • Initial triage of incidents related to Infrastructure (Server Windows & Linux etc.) & application components using knowledge articles.
  • Work on service requests (network device onboarding & offboarding, certificate management, alert enablement in Datadog etc.) following the documented process.
  • Perform health check activities and monitor performances of infrastructure components & applications.
  • Making inbound & outbound calls with Vendors & onsite tech team.
  • Engage third parties (as required) to support resolution for Supplier Services
  • Initiate the technical bridge upon Major Incident declaration and provide update on the bridge to all stakeholders.
  • Send email communications and notifications during major incident bridges.
  • Engage Incident commander/ supervisor/on call manager.
  • Engage other technical teams to support resolution for supplier services.
  • Confirmation with end users/technical teams for issue resolution and update all stakeholders on technical bridge.
  • Create problem tickets & outage records for major incidents.
  • Keep the incident updated as per discovery or end user information on real time basis.
  • Engage technical manager and technical teams to provide updates in case of major incidents via bridge call and update playbook throughout the call.
  • Monitoring the volume of Incidents, Incident resolution, pending Incidents, complaints, and escalations.
  • For P1/P2 incidents, where vendor is involved, ensuring that Incident being addressed by the vendor is actively managed and that the vendor provides timely resolution.
  • Ensuring Outage notifications are sent by the technical manager in case of major outages. Following up with technical managers to get the status of the incident on regular intervals.
  • Validating the accuracy of incident/Service request submitted by Service desk to ensure categorization, prioritization and configuration item are accurate.
  • Must be willing to work in shifts, provide hand-over to global teams, and provide on-call support as per business needs.
  • Independently running major incident bridges with complete command & control
  • Should be able to assess business impact of major issues and initiate bridge calls
  • Taking complete responsibility of an Incident throughout the lifecycle
  • Should be able to draft / review major incident communications which goes up to Client leadership.
  • Prior experience working in a Global Command Center / Technical Operations Center role.
  • Analyze process improvement & automate opportunities and collaborate with technical teams till implementation.
  • Should be ready to learn new technology & processes and provide training to team
  • Create knowledge articles or SOP as per requirement

Key Skills and Experience:

  • Hands-on experience on at least 1 ITSM tool (ServiceNow, Remedy, etc.,).
  • Experience with Datadog is preferred (Querying, Creating Dashboards).
  • Proven verbal and written communication skills, which will be key in driving customer communication during critical events.
  • Demonstrating proficiencies in at least one of the technology domains.
  • Proven understanding of ITIL framework
  • Experience working in Managed services environment providing application support, with strong knowledge on IT Service Management (ITSM) process including incident, request, and problem management.
  • ITIL 4 certification is a plus

Job Classification

Industry: Management Consulting
Functional Area / Department: Engineering - Hardware & Networks
Role Category: IT Network
Role: Network (Support) Engineer
Employement Type: Full time

Contact Details:

Company: PwC Service Delivery
Location(s): Hyderabad

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Keyskills:   Application Monitoring Team Leading Datadog Team Handling Application Support

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₹ 6.5-16.5 Lacs P.A

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PwC Service Delivery

Thanks & Regards, Praveen Chopra 9822510504 Talent Acquisition PwC - Bangalore Acceleration Center Email: shruthi.geethika.reenigunta@pwc.com We are Live on Workday - Click to Access & Explore! http://www.pwc.com