IN- Manager II Application Support Team Lead || IT Security ||IFS|| PAN India

Gurgaon, Haryana
Permanent
Full-time

2 days ago

Line of Service Internal Firm ServicesIndustry/Sector Not ApplicableSpecialism IFS - Internal Firm Services - OtherManagement Level ManagerJob Description & Summary At PwC, our people in information technology operations focus on managing and maintaining the technology infrastructure and systems to provide smooth operations and efficient delivery of IT services. This includes monitoring network performance, troubleshooting issues, and implementing security measures.In service management at PwC, you will focus on overseeing and confirming the delivery of quality and timely services. You will monitor vendor compliance with contractual agreements for service quality, availability, and reliability, manage the business and delivery of services, and lead service recovery in case of major incidents.Why PWCAt PwC, you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes for our clients and communities. This purpose-led and values-driven work, powered by technology in an environment that drives innovation, will enable you to make a tangible impact in the real world. We reward your contributions, support your wellbeing, and offer inclusive benefits, flexibility programmes and mentorship that will help you thrive in work and life. Together, we grow, learn, care, collaborate, and create a future of infinite experiences for each other. Learn more .At PwC, we believe in providing equal employment opportunities, without any discrimination on the grounds of gender, ethnic background, age, disability, marital status, sexual orientation, pregnancy, gender identity or expression, religion or other beliefs, perceived differences and status protected by law. We strive to create an environment where each one of our people can bring their true selves and contribute to their personal growth and the firm’s growth. To enable this, we have zero tolerance for any discrimination and harassment based on the above considerations.Job Description & Summary:A career within Information Technology as an Application Support Team Lead involves leading the application support and operations, ensuring timely management of SLAs, coordinating complex technical issues, and ensuring seamless operation of application support. The role is crucial in driving outcomes, ensuring excellence, and facilitating the success of projects and programs.Responsibilities:

Lead the application support team to provide timely and effective support for business applications.
Ensure applications are maintained and updated according to business needs and technological advancements.
Oversee the resolution of application-related incidents and service requests.
Manage, mentor, and develop a team of application support specialists.
Conduct regular performance reviews and support career development initiatives.
Foster a collaborative and customer-focused work environment.
Ensure application support practices comply with relevant security policies and regulations.
Implement measures to safeguard applications from security threats.
Develop support and operations management plans, scope, objectives, and timelines.
Drive continuous improvement by implementing ITIL-aligned processes and optimizing workflows.
Monitor, analyze, and report on key performance indicators (KPIs) to enhance service efficiency.
Collaborate with cross-functional teams to ensure service standards and SLAs are consistently met.
Act as a point of escalation for critical service issues and maintain governance over compliance and documentation

Mandatory skill sets:

Strong analytical skills with experience in interpreting and presenting performance data.
Prior experience in team leadership or managerial roles in Application support operations.
Excellent communication and stakeholder management skills

Preferred skill sets:

ITIL v4 certification

Years of experience required:8+ years and above.Education qualification:Any UG/PGEducation (if blank, degree and/or field of study not specified) Degrees/Field of Study required: Master Degree, Bachelor DegreeDegrees/Field of Study preferred:Certifications (if blank, certifications not specified)Required Skills Analytical WorkOptional Skills Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Coaching and Feedback, Communication, Communications Planning, Conflict Resolution, Contract Management, Contract Negotiation, Creativity, Crisis Management, Customer Relationship Management, Customer Service Excellence, Customer Service Management, Developing Service Standards, Embracing Change, Emotional Regulation, Empathy, Escalation Management, Inclusion, Information Technology Infrastructure Library (ITIL), Intellectual Curiosity, Internal Communication (IC), Issue Management {+ 29 more}Desired Languages (If blank, desired languages not specified)Travel Requirements Not SpecifiedAvailable for Work Visa Sponsorship? NoGovernment Clearance Required? NoJob Posting End Date

PwC

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