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US Technology – Major Incident Manager


This is a Contract position in Dallas, TX posted August 18, 2021.

Specialty/Competency: IFS
– Information Technology (IT) Industry/Sector: Not Applicable Time Type: Full time Government Clearance Required: No Available for Work Sponsorship: No Travel Requirements: Up to 20% 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.

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.

As a Manager, you’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: Develop new skills outside of comfort zone.

Act to resolve issues which prevent the team working effectively.

Coach others, recognise their strengths, and encourage them to take ownership of their personal development.

Analyse complex ideas or proposals and build a range of meaningful recommendations.

Use multiple sources of information including broader stakeholder views to develop solutions and recommendations.

Address sub-standard work or work that does not meet firm’s/client’s expectations.

Use data and insights to inform conclusions and support decision-making.

Develop a point of view on key global trends, and how they impact clients.

Manage a variety of viewpoints to build consensus and create positive outcomes for all parties.

Simplify complex messages, highlighting and summarising key points.

Uphold the firm’s code of ethics and business conduct.

This team has broad knowledge of the business functions to resolve critical and strategic business technology challenges.

Delivery of support will be provided through a combination of staff, contractors and vendor managed service agreements.

This team is responsible for adherence to Service Level Agreements for Level 2 and 3 application support services regardless of delivery source.

Job Requirements and Preferences : Basic Qualifications : Minimum Degree Required : High School Diploma Minimum Years of Experience : 4 year(s) of progressive roles managing major incident response.

Preferred Qualifications : Degree Preferred : Bachelor Degree Preferred Fields of Study : Information Technology, Computer and Information Science Certification(s) Preferred : ITIL V3 or V4 Preferred Knowledge/Skills : Demonstrates extensive abilities and/or a proven record of success as a team leader in the following areas: Managing Major Incidents (MIM), establishing that they are logged, progressed, updated, authorised, expedited, and resolved within the scope of the Service Level Agreement; Using MIM experience to pro-actively support the management of High Severity Incidents (P1 and P2); Driving the Major incident on both Bridge call and chat; Supporting and driving non-critical Incidents based on direction from Leadership; Issuing communications during the progress of a Major Incident; Identifying appropriate timelines and targets for recovery actions, feedback and communications; Assessing and Agreeing Business Impact and Incident Severity Level; Establishing that appropriate internal and third party escalations occur; Assessing the need for appropriate handover of responsibilities to maintain optimum performance of the recovery team over an extended duration; Highlighting risks and issues in actions identified during any Major Incident; Suggesting workarounds and methods of speeding up the recovery of an incident; Continually reviewing engagement within the Major Incident and identifying any additional support teams, individuals or third parties to be added or removed; Maintaining the Major Incident Management process through updates/enhancement of documentation; Possessing flexibility regarding working hours
– 24×7 shift cover; Providing training on updated process documentation; and, Maintaining key support information.

Demonstrates extensive abilities and/or a proven record of success with IT methodologies in the following areas: Understanding US IT infrastructure, as well as the general architecture, design, and operating characteristics; Possessing knowledge of Data Centres and Service Management as well as technologies prevalent in Data Centres, including x86, UNIX, AS400 and HP; Coordinating with business process, application owners, technical teams and the project; Demonstrating intimate abilities and/or a proven record of success as a team leader in the following areas: Improving overall major incident process and communication; Owning the major incidents throughout their lifecycle as per the major incident process; Providing regular updates on major incidents in an executive communication style; Reporting all major incidents on a weekly schedule; Analyzing Incident and Problem Trends; Reviewing active, historical incidents and root cause analysis to identify trends and opportunities for improvements across the IT functions; Communicating proactively of known issues or trends with the Service Desk and all other functions as needed; Displaying and understanding of infrastructures and network topologies; Partnering with Service Desk manager to proactively review the daily queue stats and tickets to proactively identify potential chronic issues which may deter future major incidents and improve the customer experience; and, Investing effort in identifying and building those stakeholder relationships in order to increase confidence and participation in the Major Incident Process.

For positions in Colorado, visit the following link for information related to Colorado’s Equal Pay for Equal Work Act: .

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.

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.


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