Job Description

Line of Service Internal Firm ServicesIndustry/Sector Not ApplicableSpecialism IFS - Information Technology (IT)Management Level Senior Manager & Summary At PwC, our people in information technology operations focus on managing and maintaining the technology infrastructure and systems to provide smooth operations and efficient delivery of IT services. This includes monitoring network performance, troubleshooting issues, and implementing security measures.Those in IT support at PwC will focus on providing front-line technical assistance and troubleshooting to facilitate smooth functioning of computer systems software and hardware. Working in this area, you will be responsible for providing support to internal and external clients to address and resolve issues in a timely and efficient manner through a variety of mediums/channels. The guidance will help to resolve technical issues and maintain efficient IT operations at the L2 up to L4 support levels.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.

Job titleSenior Manager xe2x80x93 End User ComputingLine of ServiceBusiness Services (IFS)About the Job

• Introduction to PwC Service Delivery Center
• PricewaterhouseCoopers Service Delivery Centre (Kolkata) Private Limited is a joint venture in India among members of the PricewaterhouseCoopers network that will leverage the scale and capabilities of the network. It is a member firm of Pricewaterhouse Coopers International Limited and has its registered office in Kolkata, India.
• The Delivery Center will provide a professional an opportunity to work in a dynamic environment where you will have the ability to develop process and quality-based skills

Job OverviewThe candidate would be responsible for running the operations in the End User Computing space, thereby championing the continuous improvement in end user services/experienceReporting structure & key relationshipsThis should include detail on:

• Line Manager
• Number of reports (if applicable)
• Priority team relationships
• Key client relationships
• Line Manager: Technology Ops Head, PwC AC India
• Number of reports (if applicable): 10 (+/-)
• Priority team relationships: within local Technology org (collaboration with other towers e.g. ServiceDesk, Infrastructure & Network, Applications, Asset Management) as well as Global teams
• Key client relationships - NA

• Level of experience
• Education/qualifications
• Industry experience
• Technical capability
• Key personal attribute

Any graduate with 15 years of experience in IT Services industry with hands on experience in customer facing support roles.Activities to be performed:

• Hands on Experience in an IT support environment with thorough knowledge in ITIL framework. Working experience in an ITSM tool preferably ServiceNow. Resolver mindset with customer focus.
• Ability to provide governance to IT operations in the desktop support domain.
• Excellent communication and presentation Skills, executive presence to manage VIP stakeholders.
• Understanding of reporting dashboards, ability to prepare reports for leadership, and present observations with fine analytical skills.
• People Management: Recruiting, training & development, define KPIs, goal setting, performance management, feedback to employees, people issue handling, appraisals.
• Escalation management.
• Understanding of quality, risk and compliance. Ability to appear in audits.
• Proactive contribution to identifying risks, finding solutions, establish best practices and continuous process improvement.
• Ability to collaborate with internal teams as well as Global stakeholders, vendors.
• Understanding of automation and ability find opportunities to automate and increase process efficiency.
• ITIL and PMP certification desired.

Education (if blank, degree and/or field of study not specified) Degrees/Field of Study required:Degrees/Field of Study preferred:Certifications (if blank, certifications not specified)Required SkillsOptional Skills Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Coaching and Feedback, Communication, Computer Engineering, Computer Program Installation, Computer Programming, Computer Technical Support, Creativity, Embracing Change, Emotional Regulation, Empathy, Enterprise Architecture, Incident Management and Resolution (IMR), Inclusion, Influence, Information and Communications Technology (ICT), Intellectual Curiosity, IT Infrastructure Upgrades, IT Operations, IT Operations Management, IT Project Lifecycle, IT Support {+ 19 more}Desired Languages (If blank, desired languages not specified)Travel Requirements Not SpecifiedAvailable for Work Visa Sponsorship? NoGovernment Clearance Required? NoJob Posting End Date

PwC