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Industry/Sector

Not Applicable

Specialism

Advisory - Other

Management Level

Manager

Job Description & Summary

Job Requirements and Preferences:

Basic Qualifications:

Minimum Degree Required:
Bachelor Degree

Additional Educational Requirements:

In lieu of a Bachelor Degree, 12 years of professional experience involving technology-focused process improvements, transformations, and/or system implementations.

Minimum Years of Experience:
5 year(s)

Preferred Qualifications:

Degree Preferred:
Master Degree

Preferred Fields of Study:
Mathematics, Computer and Information Science, Computer Engineering, Management Information Systems, Business Analytics, Engineering, Operations Management/Research

Preferred Knowledge/Skills:

Demonstrates extensive abilities and/or a proven record of success in the following areas:

• Working with across teams along with customers to accomplish a variety of tasks employing industry leading practices associated with ITIL, DevOps and Agile;
• Displaying foundational knowledge of several ITIL v4 General, Service and Technical Management Practices including: Continual Improvement, Measuring and Reporting, Service Desk/Level Management, Incident/Problem/Service Request Management, Monitoring/Event Management, Capacity/Performance/Change/Release Management/IT Asset Management, Availability/Deployment Management/Infrastructure/Platform Management; 
• Utilizing core DevOps principles; experience with large scale DevOps transformations with focus on maximizing customer value, systems thinking, value streams and increasing flow, creating feedback loops, & establishing a culture of learning and experimentation; 
• Displaying Agile and Kanban project methodologies and frameworks; 
• Possessing experience with cloud technologies such as AWS or Microsoft Azure;
• Overseeing delivery of technical and support services; 
• Utilizing Service Management skills: capturing performance, ensuring delivery is meeting the business requirements; monitoring, reporting, and analyzing operational execution (metrics gathering and dashboarding), and collaborating with IT teams/vendors to facilitate effective issue resolution (identifying service delivery issues and define performance improvement plans);
• Utilizing Service Measurement skills: creating and reporting on KPI’s associated with ITIL practices; 
• Utilizing Service Delivery skills such as coordinating Tier 1 Support for training and triage, including identification of issues that can be resolved via 1st call resolution, and delivering and maintaining application KB articles (working in conjunction with L2 Support Analysts);
• Configuring tickets and reports to ensure proper ticketing flow as well as metrics gathering, defining escalation strategies for major incidents, identifying and engaging all external teams that will own a support component for the application (hosting, external vendors, etc.), maintaining and tracking application infrastructure and asset information via APM/CMDB tools, and coordinating Onboarding/Training/KT for support team (L2, L3, L4);
• Building for Ops Readiness by ensuring operational readiness, establishing a relationship with Product Owners and reaching a common understanding of support requirements and expected outcomes;
• Monitoring Product Roadmaps to understand upcoming features and release schedules, ensuring user stories employ a Definition of Done that includes Operational and Production readiness, enforcing Non-Functional Requirements Adherence, coordinating with QA leader to validate adequate testing scope, CI/CD Readiness Assessment, creating of production like environments for dev and test, and ensuring use of automation in lieu of manual processes/tasks; 
• Showing Service Level Adherence by implementing tools that will measure service delivery performance against stated SLOs/SLAs; 
• Utilizing staffing skills by defining, planning, forecasting staffing requirements based on needed skill sets and budget requirements: identify, document, and assign roles and responsibilities, monitor staff performance and identify training opportunities; 
• Utilizing previous Risk and Compliance Management skills by ensuring that all activities are compliant with the Policies and Procedures (for the Firm and Client) and setting up and maintaining a risk mitigation plan (improvement, prevention and repair activities);
• Understanding of Contract Management, ensuring that staff adhere to all terms and conditions; 
• Ensuring Disaster Recovery and Data Retention plans have been created and availability posture is understood (in conjunction with build/development team); and, 
• Creating Operations Guides (based on existing templates).

Travel Requirements

Up to 20%

Job Posting End Date

The salary range for this position is: $99,000 - $232,000. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. All hired individuals are eligible for an annual discretionary bonus. PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more. To view our benefits at a glance, please visit the following link: https://pwc.to/benefits-at-a-glance

As PwC is an equal opportunity employer, all qualified applicants will receive consideration for employment at PwC without regard to race; color; religion; national origin; sex (including pregnancy, sexual orientation, and gender identity); age; disability; genetic information (including family medical history); veteran, marital, or citizenship status; or, any other status protected by law. 

PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.

Learn more about how we work: https://pwc.to/how-we-work

For only those qualified applicants that are impacted by the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, San Diego County Fair Chance Ordinance, and the California Fair Chance Act, where applicable, arrest or conviction records will be considered for Employment in accordance with these laws.  At PwC, we recognize that conviction records may have a direct, adverse, and negative relationship to responsibilities such as accessing sensitive company or customer information, handling proprietary assets, or collaborating closely with team members. We evaluate these factors thoughtfully to establish a secure and trusted workplace for all.

Applications will be accepted until the position is filled or the posting is removed, unless otherwise set forth on the following webpage. Please visit this link for information about anticipated application deadlines: https://pwc.to/us-application-deadlines