Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

Operations

Management Level

Manager

Job Description & Summary

At PwC, our people in cybersecurity focus on protecting organisations from cyber threats through advanced technologies and strategies. They work to identify vulnerabilities, develop secure systems, and provide proactive solutions to safeguard sensitive data.

Those in application security at PwC will be responsible for providing security services to development teams including code scanning, readiness testing, and penetration testing to enable application teams to build and deploy secure applications in Production. You will utilise a risk-based methodology and "shift-left" approach to engage early in the software development lifecycle.

*Why PWC

At PwC, you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes for our clients and communities. This purpose-led and values-driven work, powered by technology in an environment that drives innovation, will enable you to make a tangible impact in the real world. We reward your contributions, support your wellbeing, and offer inclusive benefits, flexibility programmes and mentorship that will help you thrive in work and life. Together, we grow, learn, care, collaborate, and create a future of infinite experiences for each other. Learn more about us.

At PwC, we believe in providing equal employment opportunities, without any discrimination on the grounds of gender, ethnic background, age, disability, marital status, sexual orientation, pregnancy, gender identity or expression, religion or other beliefs, perceived differences and status protected by law. We strive to create an environment where each one of our people can bring their true selves and contribute to their personal growth and the firm’s growth. To enable this, we have zero tolerance for any discrimination and harassment based on the above considerations. "

Job Description & Summary:  

The Global Major Incident Management Team (MIM) Is responsible for the Major Incident process for a 24/7 IT

department across the Globe. The MIM Team shall execute the Incident Management process for all critical incidents to

mitigate impact.

Responsibilities:

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

• Making enhancements to the major incident process and communication;

• Owning major incidents throughout their lifecycle as per the major incident process;

• Providing regular updates on major incidents to executive level stakeholders;

• Performing reviews of active, historical incidents;

• Conducting post major incident case review to identify trends and opportunities for improvements across

the IT functions;

• Communicating known issues or trends proactively to the Service Desk and other functions as needed;

• Partnering with the Service Desk Leader to review daily queue stats and tickets in order to identify potential

chronic issues;

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

• Leading the resolution of critical issues;

• Coaching team members to identify and resolve issues; and,

• Identifying and building stakeholder relationships to increase confidence and participation in the Major

Incident Process.

• Excellent analytical skills and ability to ask probing questions and drive logical problem solving.

• Demonstrate strong interpersonal skills to interact and motivate others.

• Complex, large enterprise business environment experience is required

• Ability to effectively communicate with people with a wide range of skills, experience, cultures and

capabilities

• Leading training sessions to upscale stakeholders and consumers of the Major Incident Process.

• Working with ServiceNow developers to enhance the platform to align with Major Incident process

enhancements.

• Leading Global Major Incident Management Process Governance and driving alignment with Territory

Major Incident teams.

• Perform detailed data analysis on Major Incident KPIs to provide visualizations and presentations to

executive level stakeholders.

The Major Incident Manager is expected to use the business/technology knowledge to execute the Major Incident

Management process for all critical incidents to mitigate impact and reduce the time to restore business services.

This includes:

• Establishing the means to resolve the incident and restore business services as rapidly as possible and

driving all activities to make that occur.

• Ensure that the appropriate communications are sent to senior leadership keeping them advised of the

incident and of the client impact.

• Making decisions required to reduce client impact.

Off-hours on-call rotations resulting in work across one or more shifts in a 24x7x365 operational team. Manage

escalation notification and rapid communications to all senior executives and stakeholders across the company.

Mandatory skill sets:

experience in progressive roles focused on leading the resolution of major incidents in a

complex IT environment.

Preferred skill sets:

experience in progressive roles focused on leading the resolution of major incidents in a complex IT environment.

Certification(s) Preferred:

• ITIL Foundations Certification

• AZ-900: Microsoft Azure Fundamentals Certification

• PL-300: Microsoft Certified: Power BI Data Analyst Associate

• ServiceNow Micro-certifications for ITSM and Now Intelligence

Years of experience required:

7+ yrs of exp

Education qualification:

Bachelors

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required: Bachelor Degree

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Major Incident Management

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Application Security, Application Security Assessment, Azure Data Factory, Cloud Application Development, Cloud Security, Coaching and Feedback, Coding Standards, Communication, Creativity, Cybersecurity, DevOps Practices, Embracing Change, Emotional Regulation, Empathy, Endpoint Security, Forensic Investigation, Hosting Controllers, Inclusion, Information Security, Intellectual Curiosity, Learning Agility {+ 35 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Not Specified

Available for Work Visa Sponsorship?

No

Government Clearance Required?

No

Job Posting End Date