IT Operations Major Incident Response Sr. Manager

Pwc Raleigh , NC 27611

Posted 6 days ago

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.


As a Senior Manager, you'll work as part of a team of problem solvers with extensive consulting and industry experience, helping our clients solve their complex business issues from strategy to execution. Specific responsibilities include but are not limited to:

  • Proactively assist in the management of a portfolio of clients, while reporting to Directors and above

  • Be involved in the financial management of clients

  • Be actively involved in business development activities to help identify and research opportunities on new/existing clients

  • Develop project strategies to solve complex technical challenges for our clients

  • Manage and deliver large projects by developing the project team, assessing engagement risks throughout, driving conclusions, and reviewing / challenging the output produced by the team

  • Shape and deliver projects to meet and exceed the expectations of our clients and our own quality criteria

  • Train, coach, and supervise team members

  • Continue to develop internal relationships and developing your PwC brand

The US IT Major Incident Management Team (MIM) Is responsible for the Major Incident process for a 24/7 IT department across the US/Canada/Mexico/Brazil/LAN/Caribbean. The MIM Team shall execute the Incident Management process for all critical incidents to mitigate impact. Off-hours on-call rotations across shifts is required.

The US IT Disaster Recovery team is responsible for the incorporation and alignment of Disaster recovery into the enterprise level Business Continuity Program.

Job Requirements and Preferences:

Basic Qualifications:

Minimum Degree Required:

High School Diploma

Minimum Years of Experience:
6 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

Additional Educational Preferences:

Prior IT related Disaster Recovery experience with 2+ years experience leading resolution of major incidents in complex IT environment

Certification(s) Preferred:

ITIL Foundations Certifications

Preferred Knowledge/Skills:

Demonstrates intimate abilities and/or a proven record of success in IT methodologies including:

  • Understanding US IT infrastructure, as well as the general architecture, design, and operating characteristics;

  • Mitigating risk and assure services that are required by the Firm are readily available in the event of a Disaster;

  • Collaborating across an organization to resolve challenges relative to disaster recovery readiness and testing;

  • Developing and applying intellectual capital for execution of Firmwide prioritization of application recoverability, strategy, and testing;

  • Managing significant national Disaster Recovery (DR) projects consistently;

  • Participating in US IT operations, design, and architecture meetings to institute industry leading practices for DR across US IT actively;

  • Assisting in budgeting recovery solutions to cost-effectively mitigate risk to business operations that can directly impact the Firm's revenue stream, regulatory compliance, or brand in the marketplace;

  • Managing the relationship with sourcing vendor in the DR space and guiding them in long-term direction for DR planning, testing, and Standard Operating Procedure (SOP) development for the Firm's core, mission critical, and essential applications, including managing the life cycle of the DR solutions to confirm they are aligned with the business strategy and emerging technologies such as the Cloud;

  • Planning, testing, and defining procedures for complex infrastructure and application DR efforts for national, regional, and global services;

  • Administering the BIA process for business supporting applications;

  • Coordinating with business process, application owners, technical teams and the project;

  • Communicating on budgeting, requirement gathering, project management, documentation, resource planning and initial testing of the recoverability of the solutions provided; and,

  • Developing methodology for DR Business Impact Analysis to determine that overall application criticality and prioritization is appropriate to safeguard the Firm's revenue, maintain adherence to regulatory requirements, protect the brand, and maintain security of the Firm's Assets.

Demonstrates 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;

  • Reviewing of 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;

  • 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;

  • Coordinating, creating and maintaining knowledge management articles and new knowledge base articles;

  • Leading resolution of critical problems and motivating team members; and,

  • Investing effort in identifying and building those stakeholder relationships that will increase confidence and participation in the Major Incident Process.

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.

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IT Operations Major Incident Response Sr. Manager