MS National - Command Center - Senior Associate - Operate

At PwC, our people in business application consulting specialise in consulting services for a variety of business applications, helping clients optimise operational efficiency. These individuals analyse client needs, implement software solutions, and provide training and support for seamless integration and utilisation of business applications, enabling clients to achieve their strategic objectives. In SAP technology at PwC, you will specialise in utilising and managing SAP software and solutions within an organisation. You will be responsible for tasks such as installation, configuration, administration, development, and support of SAP products and technologies.

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.
  
  

Job Summary

OnePOC Command Center Engineer (A & SA) – Job Description

Responsible for 24x7 monitoring, initial triage, correlation, and routing of SAP and application alerts and incidents, ensuring early detection, accurate classification, and timely escalation or automated resolution to minimize business impact.

Key Responsibilities

Continuously monitor SAP and application alerts/events using approved monitoring and observability tools. Monitor non-SAP applications integrated with SAP.

Detect, acknowledge, and validate alerts in real time using predefined SOP. Ensure alerts are properly identified, categorized, prioritized, and logged.

Perform initial correlation of events to identify related or duplicate alerts.

Follow alert correlation guidelines provided by the Event Monitoring & Observability Manager.

Help reduce alert noise by providing feedback on repetitive or non-actionable alerts.

Create incidents in the ITSM tool (ServiceNow / equivalent) for actionable alerts.

Perform first-level triage to assess Business impact, Severity, Affected services.

Attach relevant logs, screenshots, and monitoring data to incidents.

Apply predefined diagnostic steps and runbooks.

Escalate incidents to L2/L3 teams as per matrix.

Ensure timely and accurate handover with complete diagnostic information.

Participate in Major Incident bridges by providing real-time monitoring updates.

Track escalated incidents until ownership is accepted.

Maintain clear and accurate incident updates in the ITSM tool.

Communicate status updates to stakeholders as per SOPs.

Document observations, actions taken, and outcomes.

Update knowledge articles or provide inputs for Known Error Records.

Ensure compliance with ITIL Event and Incident Management standards.

Provide feedback to improve alert thresholds, correlation rules, and monitoring coverage.

Follow defined SOPs, runbooks, and escalation procedures.

Participate in shift handovers and quality reviews.

Support audits with monitoring and incident evidence.

Identify recurring alerts or incidents and flag them for problem management.

Required Skills & Experience

Mandatory

2–8 years of experience in IT operations, monitoring, or incident management.

Experience using ITSM tools (ServiceNow or equivalent), Solution Manager, Graffana, SAP Focused Run, Control M, IDoc Cockpit, AppDynamics , Ignio, Elastic, PowerBI

Understanding of event, alert, and incident management concepts.

Willingness to work in 24x7 shift-based operations.

Preferred / Good To Have

Basic knowledge of observability concepts (logs, metrics, alerts).

ITIL Foundation certification.

Basic understanding of SAP landscapes and application monitoring.