Line of Service
AdvisoryIndustry/Sector
TechnologySpecialism
Advisory - OtherManagement Level
ManagerJob Description & Summary
At PwC, we measure success by our ability to create the value that our clients and our people are looking for. Our reputation lies in building lasting relationships with our clients and a focus on delivering value in all we do. We’re a network of firms in 152 countries with more than 328,000 people who are committed to delivering world-class capabilities and quality in assurance, tax and advisory servicesHandle escalated incidents related to cloud services, ensuring timely resolution in line with SLAs. Lead root cause analysis for critical incidents and implement corrective actions to prevent recurrence.
Identify recurring incidents and potential problems within Cloud environments. Conduct in-depth root cause analysis and develop long-term solutions to enhance system stability and reduce downtime.
Evaluate, plan, and execute changes within client environments following ITIL-aligned change management processes. Ensure minimal disruption to operations while implementing updates, patches, and new features.
Manage and fulfill L2/L3 service requests from clients, such as provisioning, configuration changes, and resource scaling, while adhering to approved change control processes.
Proactively monitor cloud services and respond to alerts and performance issues in real time. Use monitoring tools to identify trends and address potential risks before they impact client environments.
Maintain accurate and up-to-date configuration management records for all client environments, ensuring full visibility and control over the infrastructure.
Lead and support the deployment of new cloud features, services, and updates, ensuring they are aligned with client needs and business continuity requirements.
Identify opportunities for improving service delivery and performance, using metrics and reporting to measure success and propose enhancements to cloud operations and processes.
Ensure that L2/L3 support activities meet or exceed the contractual SLAs, monitoring service performance and reporting on service outcomes to internal teams and clients.
Develop and maintain documentation for all L2/L3 support activities, troubleshooting procedures, and operational guidelines. Share knowledge with internal teams to improve
Monitor the capacity and availability of client environments to ensure they are optimized and capable of handling current and future workloads.
Proven experience in incident, problem, and change management for cloud infrastructure.
Hands-on experience in IaaS and PaaS services such as Compute, Networking, Storage, and Autonomous Database.
Familiarity with ITIL processes and service management best practices, including ITIL certifications.
Strong troubleshooting and problem-solving skills, particularly for resolving escalated incidents.
Experience with automation tools and Infrastructure as Code (IAC) technologies like Terraform, Ansible.
Excellent communication skills to interact with clients and internal teams
Prior experience working within a managed services environment with ITIL processes at its core.
Familiarity with DevOps tools and CI/CD pipelines
Strong analytical and critical-thinking skills.
Ability to manage multiple clients and environments simultaneously.
Strong sense of ownership and accountability for incident and problem resolution.
Effective communication skills with a focus on providing excellent customer service.
Required Language Skills:
Minimum Education and Specific Qualification:
Years of Experience:
Education (if blank, degree and/or field of study not specified)
Degrees/Field of Study required:Degrees/Field of Study preferred:Certifications (if blank, certifications not specified)
Required Skills
Optional Skills
Desired Languages (If blank, desired languages not specified)
Travel Requirements
0%Available for Work Visa Sponsorship?
NoGovernment Clearance Required?
NoJob Posting End Date
At PwC, our purpose is to build trust in society and solve important problems. We’re a network of firms in 152 countries with over 327,000 people who are committed to delivering quality in assurance, advisory and tax services. Find out more and tell us what matters to you by visiting us at www.pwc.com. PwC refers to the PwC network and/or one or more of its member firms, each of which is a separate legal entity.
Content on this page has been prepared for general information only and is not intended to be relied upon as accounting, tax or professional advice. Please reach out to your advisors for specific advice.