IN_Manager_ITSM_OC App Tech_Advisory_Kolkata

Line of Service

Advisory

Industry/Sector

Not Applicable

Specialism

SAP

Management Level

Manager

Job Description & Summary

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.

As a SAP consulting generalist at PwC, you will focus on providing consulting services across various SAP applications to clients, analysing their needs, implementing software solutions, and offering training and support for effective utilisation of SAP applications. Your versatile knowledge will allow you to assist clients in optimising operational efficiency and achieving their strategic objectives.

Responsibilites:

1. Hands-on experience managing Major Incident Management in complex enterprise IT environments.

2. Proven ability to lead incident response activities that effectively minimize disruption and support business

continuity.

3. Proven experience in at least two other ITIL ITSM modules such as: Change Management, Problem Management,

Service Request Management, Configuration Management, Knowledge Management etc.

4. Strong business acumen with demonstrated ability to align IT incident management processes to meet organizational

objectives and drive business value.

5. Excellent communication skills, able to effectively liaise between technical teams and senior business stakeholders.

6. Deep understanding of ITIL framework, especially Incident, Problem, and Change Management.

7. Experience with ITSM toolsets such as ServiceNow (must), BMC Remedy, or comparable platforms.

8. Demonstrated leadership skills, including team management, mentoring, and stakeholder engagement in a highpressure environment.

9. Strong analytical and problem-solving capabilities with a proactive approach to issue resolution.

10.ITIL Certification is must.

1. ITIL Expert or Managing Professional certification.

2. Experience in automation and integration of ITSM

processes

3. Prior experience working in enterprise-level IT

environments

4. Experience in driving IT service improvement initiatives

and digital transformation efforts.

5. Background or experience in enterprise risk management

or business continuity planning is a plus.

Roles and Responsibilities:

1. Lead the Major Incident Management process to ensure rapid identification, escalation, and resolution of critical IT

incidents, minimizing business disruption.

2. Serve as the primary escalation point, coordinating technical teams, vendors, and business units during major

incidents.

3. Communicate effectively with both technical teams and business stakeholders, translating technical issues into

business impact.

4. Drive post-incident reviews and root cause analysis to enhance service reliability and prevent future incidents.

5. Collaborate with other ITSM functions to ensure seamless process integration and continuous improvement.

6. Provide incident metrics and reports to senior management to support informed decision-making.

7. Mentor and guide junior team members to build a strong incident management capability.

8. Promote automation and process improvements to optimize incident response and management.

Keywords:

• ITSM

• ITIL

• IM

• MIM

• ServiceNow

Mandatory Skill Sets

ITSM

Preferred Skill Sets

ITSM

Year of Experience required

2-4

Education Qualification

B.Tech/M.Tech/B.CA/M.CA/B.E

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required: Bachelor of Technology, Master of Business Administration

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

IT Service Management (ITSM)

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Application Software, Business Model Development, Business Process Modeling, Business Systems, Coaching and Feedback, Communication, Creativity, Developing Training Materials, Embracing Change, Emerging Technologies, Emotional Regulation, Empathy, Enterprise Integration, Enterprise Software, Implementation Research, Implementation Support, Implementing Technology, Inclusion, Innovative Design, Intellectual Curiosity, IT Infrastructure {+ 23 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Not Specified

Available for Work Visa Sponsorship?

No

Government Clearance Required?

No

Job Posting End Date

February 17, 2026