Operations Support, Incident/Problem Lead

Job Description & Summary

A career in Information Technology, within Internal Firm Services, will provide you with the opportunity to support our core business functions by deploing applications that enable our people to work more efficiently and deliver the highest levels of service to our clients. Our Information Technology Generalist - Practice Support team focuses on managing the design and implementation of technology infrastructure within PwC, developing and enhancing internal applications, and providing technology tools that help create a competitive advantage for PwC to drive strategic business growth.

Your role would include:

Providing coaching and oversight to resources;

Owning problem and incident analytics;

Demonstrating overall responsibility for problem and incident analytics;

Establishing consistent execution of IM processes and practices across the TSO, NIS;

Establishing incidents meet SLAs for quality and performance;

Establishing incidents are closed in a timely manner across the organization;

Planning and managing support for incident management tools and processes;

Coordinating interfaces between incident management and other service management processes;

Establishing recurring incidents are tabled and actioned through the problem management processes;

Monitoring the effectiveness of incident management and making recommendations for improvement;

Coordinating responses between technical teams during a service disruption;

Analyzing incident trends and recommending corrective actions;

Planning and participating in outage review meetings;

Escalating high priority items to the appropriate department/management;

Being responsible for tracking problems within infrastructure technology and identify areas of opportunity;

Understanding the link between incidents, changes and problems to identify prevention opportunities;

Preparing statistics, KPI and trend reports for use in the problem management process;

Coordinating, convening and facilitate problem review meetings;

Developing trend analysis and preparing service improvement plans to address identified gaps;

Managing and maintaining information stored in the problem database;

Being responsible for assessment related to prioritization and escalation of problem records;

Leveraging proactive problem management practices and processes to prevent future incidents;

Providing feedback to problem management owner in order to improve process effectiveness and quality;

Being responsible for reviewing historical problems and root cause analysis to identify trends and opportunities for improvements across technology;

Job Requirements and Preferences

Minimum Years of Experience: 6 year(s) of relevant experience
Preferred Qualifications: Bachelor Degree
Preferred Fields of Study: Information Technology

Requirements of the role:

Demonstrating experience with vendor management and incident management reporting;
Possessing experience with chair incident management committees;
Possessing experience with aging ticket management and follow up;
Sharing and collaborating effectively across teams;
Possessing analytical and decision making skills with the ability to influence without authority;
Mobilizing highly skilled technical resources to determine root cause and apply permanent solutions;
Possessing analytical and decision making skills with the ability to influence without authority;
Improving application stability and resiliency across the organization by reducing incident volumes;
Demonstrating communication, presentation, and relationship management skills.