MS National - ITSM - Availability, Capacity & Service Cont Manager - Operate

Actively Reviewing the Applications

PwC Acceleration Center India

India, Andhra Pradesh Full-Time On-site

Posted 8 hours ago • Apply by April 30, 2026

Job Description

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.

Enhancing your leadership style, you motivate, develop and inspire others to deliver quality. You are responsible for coaching, leveraging team member’s unique strengths, and managing performance to deliver on client expectations. With your growing knowledge of how business works, you play an important role in identifying opportunities that contribute to the success of our Firm. You are expected to lead with integrity and authenticity, articulating our purpose and values in a meaningful way. You embrace technology and innovation to enhance your delivery and encourage others to do the same.

Skills

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

Analyse and identify the linkages and interactions between the component parts of an entire system.
Take ownership of projects, ensuring their successful planning, budgeting, execution, and completion.
Partner with team leadership to ensure collective ownership of quality, timelines, and deliverables.
Develop skills outside your comfort zone, and encourage others to do the same.
Effectively mentor others.
Use the review of work as an opportunity to deepen the expertise of team members.
Address conflicts or issues, engaging in difficult conversations with clients, team members and other stakeholders, escalating where appropriate.
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.

Role Summary

The roles of Availability Manager, Capacity Manager, and IT Service Continuity Manager (ITSCM) are related to managing and ensuring the availability, capacity, and continuity of IT services in an organization. Recommended certifications are ITIL Intermediate – Service Operations, Service Design & ITIL Service Continuity Management .

Key Responsibilities

Availability Management

Define and manage Availability Management processes
Ensure SAP/other systems meet agreed availability and reliability SLAs.
Analyze availability trends, outages, and recurring failures.
Identify single points of failure (SPOFs) across SAP and integrated systems.
Drive improvements to reduce downtime and improve service resilience.
Support Major Incident and Problem Management with availability insights.

Capacity Management (ITIL)

Own and manage Capacity Management for SAP applications and infrastructure.
Forecast future capacity needs based on business growth, SAP roadmaps, and usage trends.
Monitor SAP system performance, utilization, and throughput.
Ensure optimal utilization of compute, memory, storage, and network resources.
Coordinate with SAP BASIS and infrastructure teams to address capacity constraints.
Support SAP upgrades, migrations, and peak business events (e.g., month-end, year-end).

IT Service Continuity Management (ITSCM)

Lead IT Service Continuity Management for SAP services.
Define and maintain SAP IT Service Continuity Plans (ITSC Plans).
Ensure alignment with Business Continuity Management (BCM) and Disaster Recovery (DR).
Conduct and manage DR strategy design, testing, and simulations.
Ensure RTO and RPO requirements are met for critical SAP systems.
Maintain readiness for SAP service recovery during major disruptions.

Governance, Risk & Compliance