MS Engineering Operations Senior Associate (Sr. Analyst) - Command Center Lead - Operate

Role Overview: At PwC, as a Senior Associate in the Command Center, you will be responsible for monitoring and troubleshooting application-related issues, triaging incidents related to infrastructure application components, and working on service requests following documented processes. Your role will involve engaging with third-party vendors, initiating technical bridges during major incidents, and keeping stakeholders updated throughout the incident resolution process. You will also be responsible for monitoring incident volumes, validating incident details submitted by the service desk, and providing on-call support as needed. Additionally, you will play a key role in analyzing process improvement opportunities and collaborating with technical teams for implementation. Key Responsibilities: - Monitor and troubleshoot application-related issues as per knowledge articles - Triage incidents related to infrastructure application components - Work on service requests following documented processes - Perform health check activities and monitor performance of application components - Engage third-party vendors for issue resolution - Initiate technical bridges during major incidents and provide updates to stakeholders - Keep incidents updated in real-time and engage technical teams as needed - Validate incident details submitted by the service desk - Provide on-call support and work in shifts as per business needs - Analyze process improvement opportunities and collaborate with technical teams for implementation - Create knowledge articles or SOPs as required Qualifications Required: - Hands-on experience with at least one ITSM tool (e.g. ServiceNow, Remedy, Splunk, etc.) - Strong verbal and written communication skills - Proficiency in at least one technology domain, preferably network - Understanding of ITIL framework - Experience in a Managed Services environment providing application support - Knowledge of IT Service Management (ITSM) processes including incident, request, and problem management - ITIL 4 certification is a plus (Note: No additional details of the company were present in the provided job description),