Industry/Sector
Not Applicable
Specialism
Managed Services
Management Level
Senior Manager
Job Description & Summary
At PwC, our people in infrastructure focus on designing and implementing robust, secure IT systems that support business operations. They enable the smooth functioning of networks, servers, and data centres to optimise performance and minimise downtime.
Those in cloud operations at PwC will focus on managing and optimising cloud infrastructure and services to enable seamless operations and high availability for clients. You will be responsible for monitoring, troubleshooting, and implementing industry leading practices for cloud-based systems.
Growing as a strategic advisor, you leverage your influence, expertise, and network to deliver quality results. You motivate and coach others, coming together to solve complex problems. As you increase in autonomy, you apply sound judgment, recognising when to take action and when to escalate. You are expected to solve through complexity, ask thoughtful questions, and clearly communicate how things fit together. Your ability to develop and sustain high performing, diverse, and inclusive teams, and your commitment to excellence, contributes to the success of our Firm.
Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:
- Craft and convey clear, impactful and engaging messages that tell a holistic story.
- Apply systems thinking to identify underlying problems and/or opportunities.
- Validate outcomes with clients, share alternative perspectives, and act on client feedback.
- Direct the team through complexity, demonstrating composure through ambiguous, challenging and uncertain situations.
- Deepen and evolve your expertise with a focus on staying relevant.
- Initiate open and honest coaching conversations at all levels.
- Make difficult decisions and take action to resolve issues hindering team effectiveness.
- Model and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements.
- – Command Center, Network Operations & Batch Support Services Lead – Senior Manager
- Lead and manage enterprise Command Center, Network Operations (NOC), and Batch Processing Support Services, ensuring 24x7 operational stability, incident response, workload execution, and service continuity across critical business systems.
Key Responsibilities:
- Lead Command Center operations providing centralized monitoring, incident triage, and coordination across all IT service towers;
- Oversee 24x7 Network Operations Center (NOC) ensuring proactive monitoring, alerting, and resolution of infrastructure issues;
- Manage batch processing operations including job scheduling, execution, monitoring, and failure recovery;
- Lead major incident management (MIM) including war room coordination, stakeholder communication, and resolution tracking;
- Drive real-time service health monitoring using enterprise tools (alerts, dashboards, event correlation);
- Ensure adherence to SLA, KPI, and OLA commitments across Command Center, NOC, and batch services;
- Coordinate cross-functional teams (infra, apps, DB, network, cloud) for incident resolution and service restoration;
- Develop and enforce operational runbooks, SOPs, and escalation procedures;
- Drive continuous improvement initiatives including automation, event correlation, and noise reduction;
- Oversee batch job scheduling tools (Control
- M, Autosys, TWS) ensuring timely execution of critical workloads;
- Manage dependency mapping and scheduling optimization for batch processes;
- Perform trend analysis on incidents, alerts, and batch failures to reduce recurring issues;
- Ensure compliance with ITIL processes including incident, problem, and change management;
- Provide executive-level reporting on service health, incidents, batch success rates, and operational metrics;
- Support audit and compliance activities ensuring proper controls and documentation are maintained;
Technical & Functional Skills:
- Strong expertise in Command Center and NOC operations;
- Experience with monitoring and observability tools (Splunk, Dynatrace, SolarWinds, Grafana);
- Hands-on experience with batch scheduling tools (Control
- M, Autosys, Tivoli Workload Scheduler);
- Understanding of infrastructure domains (network, server, cloud, database);
- Strong knowledge of ITSM tools (ServiceNow) and ITIL processes;
- Experience with event management, alert correlation, and automation;
- Strong troubleshooting and root cause analysis capabilities;
- Familiarity with scripting/automation (PowerShell, Python);
Leadership Responsibilities:
- Lead and mentor Command Center, NOC, and batch support teams;
- Manage staffing, shift rotations, and on-call schedules;
- Drive stakeholder engagement and executive communication;
- Oversee operational governance, reporting, and performance management;
- Ensure continuous service improvement and operational excellence;
Professional Experience:
Minimum 7+ years of experience in IT operations with strong focus on Command Center, NOC, and batch processing environments, including leadership experience managing 24x7 operations.
Education:
Bachelor’s degree required; Master’s degree preferred.
Travel Requirements
Not Specified
Job Posting End Date
