PwC
Website:
pwc.com
Job details:
At PwC, our people in managed services focus on a variety of outsourced solutions and support clients across numerous functions. These individuals help organisations streamline their operations, reduce costs, and improve efficiency by managing key processes and functions on their behalf. They are skilled in project management, technology, and process optimization to deliver high-quality services to clients. Those in managed service management and strategy at PwC will focus on transitioning and running services, along with managing delivery teams, programmes, commercials, performance and delivery risk. Your work will involve the process of continuous improvement and optimising of the managed services process, tools and services.
Driven by curiosity, you are a reliable, contributing member of a team. In our fast-paced environment, you are expected to adapt to working with a variety of clients and team members, each presenting varying challenges and scope. Every experience is an opportunity to learn and grow. You are expected to take ownership and consistently deliver quality work that drives value for our clients and success as a team. As you navigate through the Firm, you build a brand for yourself, opening doors to more opportunities.
Skills
Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:
- Apply a learning mindset and take ownership for your own development.
- Appreciate diverse perspectives, needs, and feelings of others.
- Adopt habits to sustain high performance and develop your potential.
- Actively listen, ask questions to check understanding, and clearly express ideas.
- Seek, reflect, act on, and give feedback.
- Gather information from a range of sources to analyse facts and discern patterns.
- Commit to understanding how the business works and building commercial awareness.
- Learn and apply professional and technical standards (e.g. refer to specific PwC tax and audit guidance), uphold the Firm's code of conduct and independence requirements.
Level 2 Application Support Engineer – Associate level
(PwC – Technology Managed Services)
Role Summary
As part of PwC’s Technology Managed Services practice, the Level 2 (L2) Application Support Engineer provides second‑line support for business‑critical enterprise applications for a financial services client. The role focuses on restoring service stability by resolving incidents escalated from Level 1, performing advanced triage and analysis, executing approved operational fixes, and collaborating closely with Level 3 engineering teams and platform teams.
The L2 engineer plays a key role in meeting contractual SLAs, reducing business impact, and maintaining high standards of operational excellence
Key Responsibilities
Incident Management & Service Restoration
- Act as the primary owner for application incidents escalated from Level 1 or generated through monitoring and alerting systems.
- Perform functional and technical triage to diagnose issues and restore application services within agreed SLAs.
- Analyze application logs, alerts, and monitoring dashboards to identify failure patterns and contributing factors.
- Execute approved runbooks and standard operating procedures to ensure consistent and controlled incident resolution.
Operational Support Activities
- Perform low‑risk operational actions such as application restarts, configuration updates, job re‑runs, and rollbacks in line with defined change and access controls.
- Support batch processing, schedulers, and background jobs, ensuring timely execution and resolution of failures.
- Validate data integrity and perform controlled, low‑risk data corrections where approved and documented.
- Coordinate with infrastructure, cloud, and platform teams to resolve environment‑related issues impacting application availability or performance.
Escalation & Cross‑Team Collaboration
- Identify incidents that require deeper investigation and escalate to Level 3 teams with clear analysis, evidence, and business impact.
- Support Major Incident Management activities by participating in the bridge calls and completing service restoration testing.
- Collaborate with Level 3 engineers during problem investigations, providing operational insights and historical context.
ITSM & Managed Services Delivery
- Adhere to ITIL‑aligned processes for Incident, Problem, and Change Management using ITSM tools such as TOPdesk, ServiceNow or JIRA.
- Ensure accurate, timely, and professional ticket updates suitable for client and internal stakeholders.
- Contribute inputs to root cause analysis (RCA) and problem records for recurring or high‑impact incidents.
- Maintain and enhance runbooks, knowledge articles, and operational documentation to improve service stability and reduce repeat incidents.
Continuous Improvement & Knowledge Enablement
- Provide guidance and feedback to Level 1 teams to improve ticket quality and first‑level resolution.
- Identify opportunities to improve runbooks, and operational processes.
- Participate in service review meetings and continuous improvement initiatives as part of the managed services delivery model.
Skills & Competencies
Core Skills
- Strong troubleshooting, analytical, and problem‑solving skills in application support environments.
- Ability to interpret application logs, alerts, and monitoring data to diagnose issues.
- Good understanding of application support operations within SLA‑driven, client‑facing environments.
- Working knowledge of ITIL concepts and managed services delivery practices.
- Clear and professional communication skills for technical and business stakeholders.
Technical Awareness (Generic)
- Experience supporting enterprise applications across multiple platforms or technologies.
- Working knowledge of databases for data validation and basic troubleshooting activities.
- Familiarity with application integrations, APIs, and batch processing concepts.
- Exposure to application monitoring, alerting, and performance dashboards.
Note: This role is focused on operational support and service restoration. It does not require deep software development or solution design expertise.
Experience & Qualifications
- Typically 2-3 years of experience in application or production support roles.
- Prior experience supporting applications in the financial services or banking, domain is preferred.
- Experience working in regulated environments with strong SLA, audit, and compliance requirements.
- Bachelor’s degree in Computer Science, Engineering, or a related discipline, or equivalent professional experience.
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