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.
Focused on relationships, you are building meaningful client connections, and learning how to manage and inspire others. Navigating increasingly complex situations, you are growing your personal brand, deepening technical expertise and awareness of your strengths. You are expected to anticipate the needs of your teams and clients, and to deliver quality. Embracing increased ambiguity, you are comfortable when the path forward isn’t clear, you ask questions, and you use these moments as opportunities to grow.
Skills
Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:
- Respond effectively to the diverse perspectives, needs, and feelings of others.
- Use a broad range of tools, methodologies and techniques to generate new ideas and solve problems.
- Use critical thinking to break down complex concepts.
- Understand the broader objectives of your project or role and how your work fits into the overall strategy.
- Develop a deeper understanding of the business context and how it is changing.
- Use reflection to develop self awareness, enhance strengths and address development areas.
- Interpret data to inform insights and recommendations.
- Uphold 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.
Level 2 Application Support Engineer – Senior Associate level
(PwC – Technology Managed Services)
Role Summary
As part of PwC’s Technology Managed Services practice, the Level 2 (L2) Application Support Engineer – Senior Associate provides advanced second‑line support for business‑critical enterprise applications for a financial services client. The role focuses on owning and driving service restoration for incidents escalated from Level 1, performing advanced triage and analysis, executing approved operational fixes, and coordinating closely with Level 3 engineering teams and platform teams.
The Senior Associate plays a
key operational role within the support model, contributing to consistent SLA achievement, reduced business impact, and high standards of operational excellence expected in a regulated, client‑facing managed services environment.
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.
- Lead functional and technical triage activities to diagnose issues and restore application services within agreed SLAs.
- Independently analyze application logs, alerts, and monitoring dashboards to identify failure patterns, trends, and contributing factors.
- Execute approved runbooks and standard operating procedures with minimal supervision, ensuring controlled, auditable, and timely incident resolution.
Operational Support Activities
- Perform and oversee 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, proactively identifying recurring issues and execution risks.
- Validate data integrity and execute approved, low‑risk data corrections in accordance with documented procedures and approvals.
- Coordinate effectively with infrastructure, cloud, and platform teams to resolve environment‑related issues impacting application availability or performance.
Escalation & Cross‑Team Collaboration
- Assess incidents for complexity and impact, and determine when escalation to Level 3 teams is required, providing clear analysis, evidence, and business impact.
- Actively support Major Incident Management activities, including contributing to bridge calls, coordinating actions, and supporting service restoration testing.
- Collaborate closely with Level 3 engineers during problem investigations, providing operational insights, historical context, and repeat‑incident patterns.
ITSM & Managed Services Delivery
- Apply ITIL‑aligned Incident, Problem, and Change Management processes using ITSM tools such as TOPdesk, ServiceNow, or JIRA.
- Ensure tickets are maintained to a high standard of quality, with accurate, timely, and professional updates suitable for client and internal stakeholders.
- Contribute meaningfully to root cause analysis (RCA) and problem records for recurring or high‑impact incidents.
- Review, enhance, and standardize runbooks, knowledge articles, and operational documentation to improve service stability and reduce repeat incidents.
Continuous Improvement & Knowledge Enablement
- Provide ongoing guidance and mentoring to Level 1 teams to improve ticket quality, triage accuracy, and first‑level resolution.
- Identify operational gaps, recurring issues, or process inefficiencies and proactively recommend improvements.
- Participate in service review meetings and continuous improvement initiatives as part of PwC’s managed services delivery model.
Skills & Competencies
Core Skills
- Strong troubleshooting, analytical, and problem‑solving skills with the ability to independently handle complex support scenarios.
- Proven experience owning incidents end‑to‑end in SLA‑driven, client‑facing application support environments.
- Solid understanding of application support operations within managed services models.
- Working knowledge of ITIL concepts and operational governance practices.
- Clear, confident, and professional communication skills for engaging with technical teams and client stakeholders.
Technical Awareness (Generic)
- Experience supporting enterprise applications across multiple platforms or technologies.
- Working knowledge of databases for data validation and controlled 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 leadership, service stability, and coordination. It does not require deep software development or solution design expertise.
Experience & Qualifications
- Typically 5+ years of experience in application or production support roles, with demonstrated progression in responsibility.
- Prior experience supporting applications in the financial services or banking domain is strongly 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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