MS Engineering Operations – Associate(Analyst) - Command Center- Operate

Skills

• Apply a learning mindset and take ownership for your own development.
• Appreciate diverse perspectives, needs, and feelings of others.
• Adopt habits to sustain high performance and develop your potential.
• Actively listen, ask questions to check understanding, and clearly express ideas.
• Seek, reflect, act on, and give feedback.
• Gather information from a range of sources to analyse facts and discern patterns.
• Commit to understanding how the business works and building commercial awareness.
• Learn and apply professional and technical standards (e.g. refer to specific PwC tax and audit guidance), uphold the Firm's code of conduct and independence requirements.
  

Command Center (Specialist/Associate – Relevant Exp: 1 Year to 5 years)

Job Responsibilities

• Monitoring & L1.5 troubleshooting & resolution for application related issues as per knowledge articles.
• Initial triage of incidents related to application issues using knowledge articles.
• Work on service requests (onboarding & offboarding, certificate management, alert enablement in SolarWinds etc.) following the documented process.
• Perform health check activities and monitor performances of infrastructure components & applications.
• Responding & resolving incidents within SLA
• Making inbound & outbound calls with ISP & onsite tech team.
• Engage third parties (as required) to support resolution for Supplier Services
• Engage other technical teams to support resolution for supplier services.
• Keep the incident updated as per discovery or end user information on real time basis.
• Monitoring the volume of Incidents, Incident resolution, pending Incidents, complaints, and escalations.
• Validating the accuracy of incident/Service request submitted by Service desk to ensure categorization, prioritization and configuration item are accurate.
• 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.
• Confirmation with end users/technical teams for issue resolution and update all stakeholders on technical bridge.
• Create problem tickets & outage records for major incidents.
• 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.
• Must be willing to work in shifts, provide hand-over to next shift, send business readiness checklist
• Key Skills and Experience:
• Hands-on experience on at least 1 ITSM tool (ServiceNow, Remedy. etc.,).
• 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 (preferably network).
• 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