Job Description & SummaryAt PwC, we constantly explore innovative methods to seamlessly integrate technologies. Our Global End User Device Management & VDI service leverages cloud, compute, networking, identity, and security solutions, establishing a robust digital framework tailored to address our clients' evolving requirements.We're in search of candidates capable of offering comprehensive operational support to our Engineers across various endpoint streams. If you're looking for an exhilarating career opportunity that fosters skill development amidst significant global transformations, PwC is committed to empowering your journey.Roles & Responsibilities:Support Operations is overseeing the day-to-day activities of the IT department ensuring that systems, Services and equipment work reliably and securelySupport Maintaining healthy backlog level within Endpoint teams - in compliance with the ITSM KPIs and SLAs.Ensures delivery of individual and team projects allocated within the agreed delivery timesEngage with clients as necessary to fully understand their issues and coordinate the the efforts towards solutionsCoordinate major incidents to resolution, coordinate with the internal teams as well as with the vendorsCreate, maintain and coordinate regular service maintenance procedures (patching, upgrades, unused device cleanup etc.)Participate in endpoint project and provide operational support to stay in compliance with PwC ITSM standardsAnalyze and monitor incident trends across all endpoint teams and initiate the actions for the team to mitigate incident volumes as required. (e.g ensure the right knowledge base and shift left activities to Service Desk/Local IT teams)Direct involvement in incidents, service request and problem tickets (irrespective of priority) Acts as an escalation point for incidents not being resolved in a timely or required quality manner.Support Endpoint Teams to comply with Change Control Processes and adhere to all standards operating proceduresRequired to communicate clearly with native and non-native English speakers throughout the worldEscalates issues to other service teams and external vendors and leadershipSupport Operations is identifying/driving continuous operational improvements to maintain healthy operational status while optimizing the service.Primary Skills / KnowledgeDemonstrates extensive level abilities and/or proven record of success in the following areas:In depth experience in Incident, Problem and Change Management processesWorking experience with onboarding new solutions to Operations2 years experience in working within multinational operations teamsWorking knowledge of process automationExperience in driving CSIs - Continuous Service ImprovementsAdvance Knowledge of ServiceNowReporting & DocumentationCollecting data and the distribution of daily and monthly operational reports suitable for sharing with senior managementKnow how in working/building ServiceNow and/or PowerBI dashboards around Operational performanceProvide written updates as part of the problem management process on assigned tasks resulting from major incidentsCreation and maintenance of KB articles for the 1st level support and for the 2nd level engineering teamCreation and maintenance of End User documentationPreferred QualificationsITIL 4 Certification,SAFe certification is a plusBachelor of Computer Science preferredExperience of working with endpoint management solution ( Workspace ONE, Horizon, Microsoft SCCM, Microsoft Intune, Casper) is an advantageMinimum 2 Years of experience supporting operations as Incident/Problem or Change Manager is a plus
