AC Manila - L4 Major Incident Management Support Senior Analyst

Job Description & Summary

A career within Data and Analytics services will provide you with the opportunity to help organisations uncover enterprise insights and drive business results using smarter data analytics. We focus on a collection of organisational technology capabilities, including business intelligence, data management, and data assurance that help our clients drive innovation, growth, and change within their organisations in order to keep up with the changing nature of customers and technology. We make impactful decisions by mixing mind and machine to leverage data, understand and navigate risk, and help our clients gain a competitive edge.

Our team provides organisations with data driven innovation strategies and processes needed to realise their organisational goals. As part of the team, you'll help with client specific functions like new product development, research and development, technology assessment, and product/services engineering.

To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.

As a Senior Associate, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:

• Use feedback and reflection to develop self awareness, personal strengths and address development areas.
• Delegate to others to provide stretch opportunities, coaching them to deliver results.
• Demonstrate critical thinking and the ability to bring order to unstructured problems.
• Use a broad range of tools and techniques to extract insights from current industry or sector trends.
• Review your work and that of others for quality, accuracy and relevance.
• Know how and when to use tools available for a given situation and can explain the reasons for this choice.
• Seek and embrace opportunities which give exposure to different situations, environments and perspectives.
• Use straightforward communication, in a structured way, when influencing and connecting with others.
• Able to read situations and modify behavior to build quality relationships.
• Uphold the firm's code of ethics and business conduct.

Key Responsibilities:

Under the supervision of an experienced team lead or manager:

• Collaborate and work in partnership with Development and QA Teams for Production Enhancements (LBC), New Implementations, New Integrations and/or Bug fixes

• Interact with Business Leaders, Product Owners and Scrum Leaders to help manage Development Team's backlog by helping to prioritize outstanding issues

• Interface and collaborate with support teams and users globally to resolve complex Data Platform issues.

• Perform detailed investigations into root cause using logs, user feedback and any other available means

• Recognize, escalate and suggest solutions for systemic and procedural gaps in support structures

• Develop and use metrics to proactively identify trends as well as escalate high impact issues

• Promote knowledge transfers on new features and awareness of upcoming deployments and/or implementations across all support tiers

• Review deployment's change requests to be aware in advance of any potentially negative impacts on user base

• Learn new technologies outside of your area of expertise to help better support ever evolving Platform.

• Develop internal L4 documentation

• Provide weekend on-call incident support, as required

Essential Requirements:

• Minimum 3 years of experience providing technical support for executive, C-Level and general end-users (At least 4 as Level 3 or Level 4).

• Minimum 2 years exposure with data analytics and visualizations.

• Ability to demonstrate global acumen and work in a multi-time zone/multi-cultural environment.

• Critical and innovative troubleshooter. Self-starter. Collaborative. Ability to work cross-functionally with multiple teams and stakeholders and to juggle multiple time-sensitive projects efficiently.

• Minimum 1 year experience in DevOps and demonstrated understanding of CI/CD Pipelines.

• Minimum 5 years experience working with both Organizational Business Leaders Teams and Multiple Global Enterprise Development Teams towards Program Execution.

• Proven experience developing, changing and implementing new processes to improve operational success.

• Project management approaches (e.g., SDLC, AGILE) & tools (e.g., Aha!, Jira, Confluence).

• Experienced on ITIL methodologies & tools (e.g., ServiceNow).

• Proficient in building queries Logging & Alerting tools (Dynatrace, Splunk, Prometheus, Grafana, DataDog)

Other Capabilities:

• Hands-on experience working with automation scripting. (automation frameworks: Git, VSC, AZDO, etc.) Familiar with version control and pipeline execution.

• Analytics tools (e.g., Alteryx, R, Jupyter Notebooks).

• Big data tools (e.g., Hadoop, Spark, Kafka, Dremio).

• Visualization tools (e.g., Tableau, Zoomdata, PowerBI).

• Automation tools (e.g., UIPath, Automation Anywhere).

• Data integration tools (e.g., Snaplogic, Informatica, Apache NiFi).

• UX / UI.

• Data modeling.

• Compute tools (e.g., Azure VMs, AKS)

• Storage tools (e.g., Azure Data Lake, Blob)

Certifications:

• ITIL Foundations, Microsoft Azure, and Cloud Platform Foundation Certification

Education

Degrees/Field of Study required:

Degrees/Field of Study preferred: Bachelor Degree

Certifications

Required Skills

Optional Skills

Desired Languages

Travel Requirements

Up to 20%

Available for Work Visa Sponsorship

Yes

Government Clearance Required

Yes