Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

Operations

Management Level

Manager

Job Description & Summary

At PwC, our people in cybersecurity focus on protecting organisations from cyber threats through advanced technologies and strategies. They work to identify vulnerabilities, develop secure systems, and provide proactive solutions to safeguard sensitive data.

Those in application security at PwC will be responsible for providing security services to development teams including code scanning, readiness testing, and penetration testing to enable application teams to build and deploy secure applications in Production. You will utilise a risk-based methodology and "shift-left" approach to engage early in the software development lifecycle.

*Why PWC

At PwC, you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes for our clients and communities. This purpose-led and values-driven work, powered by technology in an environment that drives innovation, will enable you to make a tangible impact in the real world. We reward your contributions, support your wellbeing, and offer inclusive benefits, flexibility programmes and mentorship that will help you thrive in work and life. Together, we grow, learn, care, collaborate, and create a future of infinite experiences for each other. Learn more about us.

At PwC, we believe in providing equal employment opportunities, without any discrimination on the grounds of gender, ethnic background, age, disability, marital status, sexual orientation, pregnancy, gender identity or expression, religion or other beliefs, perceived differences and status protected by law. We strive to create an environment where each one of our people can bring their true selves and contribute to their personal growth and the firm’s growth. To enable this, we have zero tolerance for any discrimination and harassment based on the above considerations. "

Job Description & Summary:

The Global Major Incident Management Team (MIM) Is responsible for the Major Incident process for a 24/7 IT department across the Globe. The MIM Team shall execute the Incident Management process for all critical incidents to mitigate impact.

This role is for a Service Manager of the Major Incident Process that provides leadership for the program. This role has a heavy emphasis on relationship management of customer service interactions for executive level staff for Global Leadership, Territory leadership, and Territory IT and Service Management teams.

Responsibilities:

Identifying and building stakeholder relationships to increase confidence and participation in the Major Incident Process and maintain customer relationships.
Providing regular updates on major incidents to executive level stakeholders.
Owning Service Management for major incidents throughout their lifecycle as per the major incident process. This includes needing a broad business and technical understanding of the issue and working with operations teams that drive all activities to quickly restore service.
Monitors client complaints and offers customer service to address complaints.
Ensure customer/business, client, support, technical parties are represented in the definition and evolution of services.
Excellent analytical skills and ability to ask probing questions and drive logical problem solving.
Demonstrate strong interpersonal skills to interact and motivate others.
Complex, large enterprise business environment experience is required
Ability to effectively communicate with people with a wide range of skills, experience, cultures and capabilities
Leading training sessions to upscale stakeholders and consumers of the Major Incident Process.
Leading Global Major Incident Management Process Governance and driving alignment with Territory Major Incident teams.
Perform detailed data analysis on Major Incident KPIs to provide visualizations and presentations to executive level stakeholders.

Mandatory skill sets:

Business Competences.

Strategic thinking.
Business analysis.
Effective Delegation.
Managing risks.
Prioritization & Time Management Clear Communication.
Business Relationship Management.

Technical Competencies.

Broad technical understanding.
Service Level Management.
Service Engineering.
Customer Focus.

Preferred skill sets:

Making enhancements to the major incident process and communication;
Performing reviews of active, historical incidents;
Conducting post major incident case review to identify trends and opportunities for improvements across the IT functions;
Communicating known issues or trends proactively to the Service Desk and other functions as needed;
Coordinating, creating, and maintaining knowledge management articles and new knowledge base articles;
Coaching team members to identify and resolve issues; and,
Working with ServiceNow developers to enhance the platform to align with Major Incident process enhancements.

Years of experience required:

7+ yrs of exp

Education qualification:

Masters

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required: Bachelor Degree

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Information Technology (IT) Services

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Application Security, Application Security Assessment, Azure Data Factory, Cloud Application Development, Cloud Security, Coaching and Feedback, Coding Standards, Communication, Creativity, Cybersecurity, DevOps Practices, Embracing Change, Emotional Regulation, Empathy, Endpoint Security, Forensic Investigation, Hosting Controllers, Inclusion, Information Security, Intellectual Curiosity, Learning Agility {+ 35 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Not Specified

Available for Work Visa Sponsorship?

Government Clearance Required?

Job Posting End Date

IN-Manager _Service Manager Major Incident_IN IT Services Co _IFS_PAN India

PWC

Job Description

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