[Hiring] AI Operations Incident Commander (Offshore)-Senior Associate-AI Managed Services @PwC

Role Description

At PwC, our people in managed services focus on a variety of outsourced solutions and support clients across numerous functions. These individuals help organisations streamline their operations, reduce costs, and improve efficiency by managing key processes and functions on their behalf. They are skilled in project management, technology, and process optimization to deliver high-quality services to clients.

Those in managed service management and strategy at PwC will focus on transitioning and running services, along with managing delivery teams, programmes, commercials, performance and delivery risk. Your work will involve the process of continuous improvement and optimising of the managed services process, tools and services.

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.

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.

Qualifications

• 6+ years in production operations, incident management, technical support leadership, or live service operations.

Requirements

• Experience coordinating high-severity production incidents, including bridge management, severity assessment, action tracking, and restoration management.
• Enough technical depth to follow cloud, application, integration, and observability signals and challenge incomplete or weak technical updates.
• Experience working within ITIL-aligned incident, problem, change, and service-request processes with strong ticket hygiene.
• Excellent written and verbal communication skills with the ability to provide concise bridge updates and high-quality handoffs across shifts.
• Ability to make sound decisions with incomplete information, prioritize quickly, and keep progress moving.
• Strong sense of ownership, comfort operating in ambiguity, and willingness to engage stakeholders proactively to unblock work.

Benefits

• Experience in cloud platform support, AI platform support, complex enterprise application support, or NOC / command-center style operations.
• Experience coordinating high-priority incidents in an ITIL-aligned environment with strong documentation discipline.
• Familiarity with ServiceNow, bridge tooling, service reporting, shift handoffs, and working in a managed-services model.
• Comfort working across offshore and onshore support teams with shared ownership and tight communication loops.

Company Description

You will join PwC’s AI Operations & Platform Support team supporting clients’ run-state AI environment. The operating model is centered on Level 2 and Level 3 support, monitoring, incident response, service requests, minor enhancements, and continuous improvement across AWS/Bedrock, OpenAI, and related platform components.

This role will work in a managed-services model focused on incident management, service requests, monitoring, minor enhancements, knowledge management, and continuous improvement. Success depends not only on technical skill, but also on ownership, collaboration, and the ability to engage stakeholders to progress work.