PwC Tech - Escalation Management Senior Manager

<br>A career in Information Technology, within Internal Firm Services, will provide you with the opportunity to support our core business functions by deploying applications that enable our people to work more efficiently and deliver the highest levels of service to our clients. You’ll focus on managing the design and implementation of technology infrastructure within PwC, developing and enhancing both client and internal facing applications within PwC, and providing technology tools that help create a competitive advantage for the Firm to drive strategic business growth.
Our Operations Support team monitors the overall quality of our service. As a part of the team, you’ll be the primary contact for ensuring the quality of our services is maintained while also considering better ways to provide the same service in a more cost efficient manner and keeping customer satisfaction with our services high.<br><br><p>To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.</p><p></p><p>As a Senior Manager, you&
39;ll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:</p><p></p><ul><li>Encourage everyone to have a voice and invite opinion from all, including quieter members of the team.</li><li>Deal effectively with ambiguous and unstructured problems and situations.</li><li>Initiate open and candid coaching conversations at all levels.</li><li>Move easily between big picture thinking and managing relevant detail.</li><li>Anticipate stakeholder needs, and develop and discuss potential solutions, even before the stakeholder realises they are required.</li><li>Contribute technical knowledge in area of specialism.</li><li>Contribute to an environment where people and technology thrive together to accomplish more than they could apart.</li><li>Navigate the complexities of cross-border and/or diverse teams and engagements.</li><li>Initiate and lead open conversations with teams, clients and stakeholders to build trust.</li><li>Uphold the firm&
39;s code of ethics and business conduct.</li></ul><p></p><p></p><p></p><br><br><p><b><u>Job Requirements and Preferences</u></b><span>:</span><br /><br /><b><u>Basic Qualifications</u></b><span>:</span><br /><br /><b>Minimum Degree Required</b><span>:</span><br /><span>High School Diploma</span><br /><br /><b>Minimum Years of Experience</b><span>:</span><br /><span>6 year(s)</span><br /><br /><b><u>Preferred Qualifications</u></b><span>:</span><br /><br /><b>Degree Preferred</b><span>:</span><br /><span>Bachelor Degree</span><br /><br /><b>Preferred Fields of Study</b><span>:</span><br /><span>Information Technology</span><br /><br /><b>Preferred Knowledge/Skills</b><span>:</span></p><p>Demonstrates intimate-level abilities and/or proven record of success as a team leader in the following areas:</p><ul><li>Providing coaching and oversight to resources;</li><li>Owning problem and incident analytics;</li><li>Demonstrating overall responsibility for problem and incident analytics;</li><li>Establishing consistent execution of IM processes and practices across the TSO, NIS;</li><li>Establishing incidents meet SLAs for quality and performance;</li><li>Possessing experience with aging ticket management and follow up;</li><li>Establishing incidents are closed in a timely manner across the organization;</li><li>Demonstrating experience with vendor management and incident management reporting;</li><li>Possessing experience with chair incident management committees;</li><li>Planning and managing support for incident management tools and processes;</li><li>Coordinating interfaces between incident management and other service management processes;</li><li>Establishing recurring incidents are tabled and actioned through the problem management processes;</li><li>Monitoring the effectiveness of incident management and making recommendations for improvement;</li><li>Coordinating responses between technical teams during a service disruption;</li><li>Analyzing incident trends and recommending corrective actions;</li><li>Planning and participating in outage review meetings;</li><li>Escalating high priority items to the appropriate department/management;</li><li>Demonstrating communication, presentation, and relationship management skills;</li><li>Sharing and collaborating effectively across teams;</li><li>Possessing analytical and decision making skills with the ability to influence without authority;</li><li>Mobilizing highly skilled technical resources to determine root cause and apply permanent solutions;</li><li>Possessing analytical and decision making skills with the ability to influence without authority;</li><li>Being responsible for tracking problems within infrastructure technology and identify areas of opportunity;</li><li>Understanding the link between incidents, changes and problems to identify prevention opportunities;</li><li>Preparing statistics, KPI and trend reports for use in the problem management process;</li><li>Coordinating, convening and facilitate problem review meetings;</li><li>Developing trend analysis and preparing service improvement plans to address identified gaps;</li><li>Managing and maintaining information stored in the problem database;</li><li>Being responsible for assessment related to prioritization and escalation of problem records;</li><li>Leveraging proactive problem management practices and processes to prevent future incidents;</li><li>Providing feedback to problem management owner in order to improve process effectiveness and quality;</li><li>Being responsible for reviewing historical problems and root cause analysis to identify trends and opportunities for improvements across technology;</li><li>Improving application stability and resiliency across the organization by reducing incident volumes;</li><li>Demonstrating communication, presentation, and relationship management skills;</li><li>Collaborating effectively across teams; and,</li><li>Leading reviews of RCA efforts and identifying lessons learned to prevent recurrences.</li></ul><br>At PwC, our work model includes three ways of working: virtual, in-person, and flex (a hybrid of in-person and virtual). Visit the following link to learn more: https://pwc.to/ways-we-work.<br><br>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.<br><br>All qualified applicants will receive consideration for employment at PwC without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law. PwC is proud to be an affirmative action and equal opportunity employer.<br><br>For positions based in San Francisco, consideration of qualified candidates with arrest and conviction records will be in a manner consistent with the San Francisco Fair Chance Ordinance.<br><br>For positions in Colorado, visit the following link for information related to Colorado's Equal Pay for Equal Work Act: https://pwc.to/coloradoifsseniormanager.<br><br>For positions in New York City, visit the following link for pay range information: https://pwc.to/payrange-a-ifsseniormanager <span style='display:none'>402466 402466WD</span><br><br>
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