Technical Operation Center

Technical Operation Center

Experience : 5 to 9

Location : Bangalore

Required / Mandatory Knowledge/Skills:

• Hands-on experience in ServiceNow / Any Other ITSM tool and well versed with reporting / generating data for the operations. 
• Hands-on experience monitoring infrastructure and application components using Dynatrace. 
• Hands-on experience with Control M batch job monitoring tool, Filtering the jobs, checking the job status, drill down on a job, take actions when job fails, monitor dependencies and SLAs of Jobs, Scheduling Jobs and rules, defining dependencies, setting up / enhancing alerting on jobs
• Proven verbal and written communication skills, which will be key in driving customer communication during critical events.
• Proven understanding of ITIL framework
• Identifying Process Improvement opportunities, preparing clear solutions, and presenting them to the PwC/ Client leadership team. 
• Experience working on monitoring / alerting enhancements and bring value to the operations. 
• Prior experience with identifying and enabling automation opportunities for Batch Jobs and other BAU activities. 
• Ownership of Internal Training and Process Refreshers for new hires and existing team members. 
• Experience working in Managed services environment providing initial triage of incidents related to batch jobs and other cloud / on-prem infrastructure components. 
• Must be able to identify Business Impacting issues and initiate / lead Major Incident bridges to mitigate the impact as soon as possible. 
• Must be willing to work in shifts, provide hand-over to global teams, and provide on-call support as per business needs.

Preferred Knowledge/Skills:

• Prior experience working in a GlobalCommandCenter/ Technical OperationsCenterrole.
• Take complete ownership of Incidents and tasks and ensure escalation free delivery. 
• Reviewing the SOPs of the team and ensuring client approval has been obtained before publishing them on the ITSM platform. 
• Mentoring the junior members of the team.
• Should be able to run and analyze reports to find out trends of issues. 

Certifications Required: ITIL Foundation, BMC Certified Associate: Control M 21.x for Operators, Public Cloud (Azure / AWS) Certification. 

Certifications Preferred: BMC Certified Associate: Control M 21.x for Schedulers or Administrators, Dynatrace Associate Certification.