MS National- Command Center - Manager - 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.

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.
  
  

OnePOC Command Center Manager – Job Description

Role Summary

Leads and governs the L1 SAP & Application Monitoring and Alert Management team, ensuring effective 24x7 event detection, correlation, triage, automation-driven resolution, and timely escalation to maintain SAP service stability and performance.

Key Responsibilities

Event Monitoring & Observability Leadership

Own and manage the end-to-end event monitoring process for SAP and integrated applications.

Define the monitoring strategy, operating model, and standards for L1 operations.

Ensure events are accurately identified, classified, correlated, prioritized, and resolved or escalated.

Align monitoring practices with ITIL Event and Incident Management frameworks.

Lead and manage the L1 monitoring team providing 24x7 coverage.

Define roles, responsibilities, shift models, and escalation matrices.

Ensure L1 analysts follow SOPs, runbooks, and automation workflows.

Manage team performance, workload balancing, and skill development.

Conduct regular training, coaching, and quality reviews.

Ensure monitoring across DEV, QA, PRE-PROD, and PROD environments (as required).

Define and implement event correlation rules to reduce alert noise.

Drive automation and auto-remediation for known SAP & application events.

Leverage AIOps capabilities for anomaly detection and predictive alerts.

Continuously reduce false positives and manual interventions.

Ensure timely incident creation, prioritization, and escalation from L1 to L2/L3 teams.

Act as the escalation point for monitoring-related issues.

Support Major Incident Management with real-time monitoring insights.

Ensure complete and accurate handovers to resolver teams.

Drive continuous tool optimization and enhancements.

Track monitoring SLA & KPIs

Provide dashboards and executive-level reports.

Lead service reviews and operational governance forums.

Ensure monitoring supports availability, capacity, and continuity objectives.

Act as the primary point of contact for monitoring services.

Manage relationships with monitoring and observability tool vendors.

Communicate service health, risks, and improvements to stakeholders.

Ensure monitoring supports security, audit, and compliance requirements.

Monitor for unauthorized changes, access issues, and anomalies.

Ensure proper access controls and audit trails for monitoring tools.

Required Skills & Experience

Mandatory

6–12+ years of experience in IT operations, monitoring, or observability roles.

Strong experience managing SAP application monitoring.

Proven experience leading L1 monitoring or NOC teams.

Strong understanding of event monitoring, incident management, and automation.

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

Preferred / Good To Have

SAP BASIS or SAP Technical background.

Experience with AIOps and observability platforms.

ITIL certification (Event / Incident Management).

Experience supporting 24x7 global operations.

Exposure to cloud-based SAP environments.