MS National - Command Center - Senior 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.

Growing as a strategic advisor, you leverage your influence, expertise, and network to deliver quality results. You motivate and coach others, coming together to solve complex problems. As you increase in autonomy, you apply sound judgment, recognising when to take action and when to escalate. You are expected to solve through complexity, ask thoughtful questions, and clearly communicate how things fit together. Your ability to develop and sustain high performing, diverse, and inclusive teams, and your commitment to excellence, contributes to the success of our Firm.

Skills

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

• Craft and convey clear, impactful and engaging messages that tell a holistic story.
• Apply systems thinking to identify underlying problems and/or opportunities.
• Validate outcomes with clients, share alternative perspectives, and act on client feedback.
• Direct the team through complexity, demonstrating composure through ambiguous, challenging and uncertain situations.
• Deepen and evolve your expertise with a focus on staying relevant.
• Initiate open and honest coaching conversations at all levels.
• Make difficult decisions and take action to resolve issues hindering team effectiveness.
• Model 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 Lead – Job Description

Provides strategic leadership and governance for SAP & application event monitoring and alert management services, overseeing L1 monitoring operations, driving observability maturity, automation, and stakeholder confidence to ensure proactive, reliable SAP service operations.

Key Responsibilities

Define and own the event monitoring and observability strategy for SAP and integrated applications.

Align monitoring strategy with business objectives, SAP roadmaps, and service reliability goals.

Govern the design and evolution of end-to-end observability frameworks.

Ensure proactive and predictive monitoring capabilities through automation and AIOps.

Provide governance and oversight for 24x7 L1 monitoring and alert management teams.

Define operating models, roles, responsibilities, and escalation frameworks.

Ensure adherence to ITIL Event and Incident Management processes.

Govern SOPs, runbooks, and automation workflows used by L1 teams.

Ensure consistency across global monitoring centers.

Ensure coverage across critical SAP environments and business processes.

Sponsor and govern automation and auto-remediation initiatives.

Drive adoption of AIOps for event correlation, anomaly detection, and noise reduction.

Establish standards for alert quality, thresholds, and correlation.

Continuously improve Mean Time to Detect (MTTD) and operational efficiency.

Act as the senior escalation point for monitoring and alerting services.

Engage with business stakeholders, SAP service owners, and IT leadership.

Present service health, risks, and improvement roadmaps to executives.

Manage expectations during major incidents and high-impact events.

Govern Monitoring KPIs And SLAs Including

Review trends, root causes, and systemic issues.

Drive data-driven decision-making and continuous improvement.

Drive tool standardization and integration with ITSM platforms.

Manage vendor relationships, licensing, and contracts.

Approve monitoring architecture and roadmap decisions.

Ensure monitoring supports security, risk, and compliance requirements.

Govern monitoring for unauthorized changes, access violations, and anomalies.

Ensure auditability and data integrity of monitoring platforms.

Mentor monitoring managers and team leads.

Build monitoring and observability capability and career paths.

Drive a culture of operational excellence and accountability.

Sponsor training and certification initiatives.

Required Skills & Experience

Mandatory

12–18+ years of experience in IT operations, monitoring, or observability leadership.

Strong experience managing SAP monitoring at enterprise scale.

Proven experience leading global L1 monitoring/NOC organizations.

Strong governance, stakeholder management, and executive communication skills.

Deep understanding of event monitoring, ITSM, 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, SRE, and reliability engineering.

ITIL certification (Event / Incident Management).

Experience in large SAP AMS or transformation programs.

Experience with cloud-native monitoring platforms.