US Tech - Level 3 Ops Support

A career in Products and Technology is an opportunity to bring PwC's strategy to life by driving products and technology into everything we deliver. Our clients expect us to bring the right people and the right technology to solve their biggest problems; Products and Technology is here to help PwC meet that challenge and accelerate the growth of our business. We have skilled technologists, data scientists, product managers and business strategists who are using technology to accelerate change. Our team has responsibility and ownership for the strategy, management and delivery of technology services that are essential to business systems and applications.

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 IT operations quality control, process improvement, and compliance.

Preferred Qualifications:

Degree Preferred:
Bachelor Degree

Preferred Fields of Study:
Information Technology

Preferred Knowledge/Skills:

Demonstrates extensive abilities and/or a proven record of success as a team leader in the management and/or development of application based troubleshooting, including the following areas:

• Demonstrating understanding application support with industry knowledge of ITIL service management principles; and
• Demonstrating technical understanding that spans multiple platforms and application level expertise of a portfolio of applications with broad knowledge of the business strategic priorities, in order to resolve complex problems.

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

• Understanding specific infrastructure and application technologies used to implement and operate advanced cloud hosted collaboration services;
• Demonstrating application of technical understanding to support associated technologies;
• Managing or deploying of Google Apps for Work/G Suite installations;
• Understanding global operations of highly available SaaS services;
• Understanding HP SM9, Service Now or similar ITSM system;
• Demonstrating user provisioning models and approaches, related tools and directory services;
• Understanding Microsoft Active Directory and Identity Manager (FIM), and LDAP directory technologies;
• Understanding Google G Suite directory and directory synchronization services;
• Using analytical skills when evaluating potential solutions; and,
• Understanding business and operational management.

Demonstrates extensive abilities and/or a proven record of success as a team leader in diagnosing and troubleshooting complex application problems, as well as leveraging tools and resources appropriately, to identify solutions that may or may not be already documented, which includes utilizing technical capabilities, analytical skills and application know-how including the following areas:

• Developing technical application support, especially industry-standard platforms such as Lotus Notes, .NET/IIS, Sharepoint, Java, Documentum, SQL, and others;
• Managing of multiple conflicting deadlines and competing priorities;
• Identifying trends and escalating issues to the appropriate contacts;
• Operating and administering specific services in support of the firm’s enterprise architecture vision and applicable technical standards;
• Working collaboratively with the service manager, other members of the managed service and implementation teams, and individuals who support enabling technologies used by the service;
• Exercising due diligence when assessing operational risks and proposing technical solutions that will meet service manager expectations;
• Developing and maintaining technical processes, including supporting documentation, associated with the establishment and operation of specific collaboration services;
• Implementing technical solutions that align with the firm’s technology vision as laid out by the solution architects;
• Developing and maintaining a current understanding of the technical architecture and designs associated with the cloud collaboration services delivered, and all relevant enabling technologies;
• Defining and maintaining administrative processes that support existing and new collaboration services and capabilities; and,
• Working in complex technical environments.

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

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.

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 in California, Colorado, Hawaii, Nevada, New York State, or Washington State, or for opportunities that will report to a supervisor, office or other work site in New York State, please visit the following link for pay range information: https://pwc.to/payrange-v1-productstechmanager