MS – IT Infra/Cloud – Senior Associate(Sr. Analyst) – Service ReliabilityAutomation- operate Full Time NEW

At PwC, our people in infrastructure focus on designing and implementing robust, secure IT systems that support business operations. They enable the smooth functioning of networks, servers, and data centres to optimise performance and minimise downtime. Those in cloud operations at PwC will focus on managing and optimising cloud infrastructure and services to enable seamless operations and high availability for clients. You will be responsible for monitoring, troubleshooting, and implementing industry leading practices for cloud-based systems.

Focused on relationships, you are building meaningful client connections, and learning how to manage and inspire others. Navigating increasingly complex situations, you are growing your personal brand, deepening technical expertise and awareness of your strengths. You are expected to anticipate the needs of your teams and clients, and to deliver quality. Embracing increased ambiguity, you are comfortable when the path forward isn’t clear, you ask questions, and you use these moments as opportunities to grow.

Skills

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

• Respond effectively to the diverse perspectives, needs, and feelings of others.
• Use a broad range of tools, methodologies and techniques to generate new ideas and solve problems.
• Use critical thinking to break down complex concepts.
• Understand the broader objectives of your project or role and how your work fits into the overall strategy.
• Develop a deeper understanding of the business context and how it is changing.
• Use reflection to develop self awareness, enhance strengths and address development areas.
• Interpret data to inform insights and recommendations.
• 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.

Instructions

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Job Profile Name

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Child Name

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Global LoS

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Global Network

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Global Competency Network

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Go-To-Market

Managed Services

Sector

Not Applicable

Programme Type

Experienced

Additional Responsibilities: (This field may be used to describe the daily role, duties and/or purpose of this Job Profile/Job Description. The field is limited to 500 characters, including spaces.)

Supports automation and AIOps tasks across IT operations. Assists with workflow orchestration, data preparation for model training, event correlation, predictive alerting, and routine scripting activities. Helps maintain dashboards, monitor workflow success rates, and contribute to continuous improvement of automated processes.

Minimum Degree Required: Bachelors

Degree Preferred: Bachelors or master’s in science, Computer Science, Engineering

Minimum Years of Experience: 4–7year(s)

Certifications Required: None

Certifications Preferred: AWS Cloud Practitioner; Azure Fundamentals; ITIL Foundation, Terraform, Ansible, ServiceNOW Developer, AI Certifications (Langchain, Langgraph, AWS AI), React, Amelia Platform.

Required / Mandatory Knowledge/Skills: (character count limit 5000) *PLEASE ONLY USE THIS FIELD IF THIS IS A MUST HAVE SKILL FOR APPLICANT*

• Foundational understanding of automation concepts, workflow orchestration, and event-driven operations
• Basic scripting ability (PowerShell, Shell, Python, or JavaScript)
• Familiarity with AI/ML concepts, LLM outputs, and how models interact with operational processes
• Ability to support intake workflows, request routing, and ticket categorization
• Understanding of cloud-native automation services (AWS Lambda, API Gateway, Step Functions)
• Ability to validate workflow runs, identify failures, and escalate issues
• Comfort with data collection, cleansing, and preparation for model tuning
• Ability to review automation logs and telemetry signals for anomalies
• Experience documenting runbooks, process flows, and SOPs

Preferred Knowledge/Skills: (character count limit 5000)* PLEASE MAKE THIS A BULLETED LIST WHERE EACH SENTENCE STARTS WITH THE SAME VERB TENSE (I.E. PROVIDES, DEVELOPS, FACILITATES, ETC.)

• Supports maintenance of MSKAssist intake workflows and routing logic;
• Supports analysis of routing efficiency, SLA alignment, and user experience data;
• Supports AI feature improvements such as request classification, KB integration, and model feedback loops;
• Supports monitoring of AI interactions, completion rates, and adoption metrics;
• Supports development of simple dashboards for automation insights and usage reporting;
• Supports discovery of automation opportunities across IT operations;
• Supports documentation of process flows and technical requirements;
• Supports development of proof-of-concept automations;
• Supports workflow execution monitoring, failure escalation, and optimization activities;
• Supports scripting tasks for provisioning, patching, and repetitive IT activities.