MS - IT Infra/Cloud - Senior Associate
pwc
Job Description
- Support enterprise Command Center operations providing L1.5 application and infrastructure monitoring, incident triage, and coordination. Ensure real-time visibility, rapid response, and service restoration across critical systems, acting as a bridge between L1 monitoring and L2/L3 support teams. Minimum Degree Required: Bachelors Degree Preferred: B. Tech CS / IT, BCA, BSC (Comp. Science) Minimum Years of Experience: 5 to 8 Year(s) Certifications Required: ITIL v4 Foundation; Monitoring/Observability tools certification (preferred); Linux/Windows fundamentals; Certifications Preferred: Cloud fundamentals (AWS/Azure/GCP); SRE/Monitoring certifications; Required / Mandatory Knowledge/Skills: Monitor enterprise applications and infrastructure using observability tools (Splunk, Dynatrace, AppDynamics, SolarWinds); Perform L1.5 incident triage, validation, and initial troubleshooting before escalation to L2/L3 teams; Correlate alerts across application, server, network, and database layers to identify root cause; Manage major incidents (MIM) by coordinating war rooms, tracking actions, and ensuring timely communication; Analyze logs, metrics, and events to diagnose issues across application and infrastructure layers; Support batch and job monitoring (Autosys, Control
- M) and handle job failures and restarts; Execute runbooks and SOPs for incident resolution and service restoration; Ensure SLA adherence for incident response, resolution, and escalation timelines; Perform health checks for applications, servers, databases, and network components; Collaborate with application, infrastructure, network, and cloud teams for issue resolution; Maintain dashboards and real-time monitoring views for service health; Drive alert noise reduction and event correlation improvements; Document incidents, RCA inputs, and operational procedures; Support change validation, release monitoring, and deployment verification; Participate in 24x7 shift operations and on-call rotations; Preferred Knowledge/Skills: Demonstrates strong analytical and troubleshooting skills across application and infrastructure domains; Demonstrates ability to manage incidents under pressure and coordinate cross-functional teams; Demonstrates experience with monitoring and observability platforms; Demonstrates effective communication and stakeholder management; Demonstrates ability to improve monitoring, automation, and operational efficiency;