AES SAP Command Center Associate Operate

Industry/Sector

Not Applicable

Specialism

SAP

Management Level

Associate

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.

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.

Driven by curiosity, you are a reliable, contributing member of a team. In our fast-paced environment, you are expected to adapt to working with a variety of clients and team members, each presenting varying challenges and scope. Every experience is an opportunity to learn and grow. You are expected to take ownership and consistently deliver quality work that drives value for our clients and success as a team. As you navigate through the Firm, you build a brand for yourself, opening doors to more opportunities.

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

• Apply a learning mindset and take ownership for your own development.
• Appreciate diverse perspectives, needs, and feelings of others.
• Adopt habits to sustain high performance and develop your potential.
• Actively listen, ask questions to check understanding, and clearly express ideas.
• Seek, reflect, act on, and give feedback.
• Gather information from a range of sources to analyse facts and discern patterns.
• Commit to understanding how the business works and building commercial awareness.
• Learn and apply professional and technical standards (e.g. refer to specific PwC tax and audit guidance), uphold the Firm's code of conduct and independence requirements.

OnePOC Command Center Engineer (A & SA) – Job Description
Job Summary
Responsible for 24x7 monitoring, initial triage, correlation, and routing of SAP and 
application alerts and incidents, ensuring early detection, accurate classification, 
and timely escalation or automated resolution to minimize business impact.
Key Responsibilities
• Continuously monitor SAP and application alerts/events using approved 
monitoring and observability tools. Monitor non-SAP applications integrated with 
SAP.
• Detect, acknowledge, and validate alerts in real time using predefined SOP. Ensure 
alerts are properly identified, categorized, prioritized, and logged.
•
• Perform initial correlation of events to identify related or duplicate alerts.
• Follow alert correlation guidelines provided by the Event Monitoring & Observability 
Manager.
• Help reduce alert noise by providing feedback on repetitive or non-actionable alerts.
• Create incidents in the ITSM tool (ServiceNow / equivalent) for actionable alerts.
• Perform first-level triage to assess Business impact, Severity, Affected services. 
• Attach relevant logs, screenshots, and monitoring data to incidents.
• Apply predefined diagnostic steps and runbooks.
• Escalate incidents to L2/L3 teams as per matrix.
• Ensure timely and accurate handover with complete diagnostic information.
• Participate in Major Incident bridges by providing real-time monitoring updates.
• Track escalated incidents until ownership is accepted.
• Maintain clear and accurate incident updates in the ITSM tool.
• Communicate status updates to stakeholders as per SOPs.
• Document observations, actions taken, and outcomes.
• Update knowledge articles or provide inputs for Known Error Records.
• Ensure compliance with ITIL Event and Incident Management standards.
• Provide feedback to improve alert thresholds, correlation rules, and monitoring 
coverage.
• Follow defined SOPs, runbooks, and escalation procedures.
• Participate in shift handovers and quality reviews.
• Support audits with monitoring and incident evidence.
• Identify recurring alerts or incidents and flag them for problem management.
Required Skills & Experience
Mandatory
• 2–8 years of experience in IT operations, monitoring, or incident management.
• Experience using ITSM tools (ServiceNow or equivalent), Solution Manager, 
Graffana, SAP Focused Run, Control M, IDoc Cockpit, AppDynamics , Ignio, Elastic, 
PowerBI
• Understanding of event, alert, and incident management concepts.
• Willingness to work in 24x7 shift-based operations.
Preferred / Good to Have
• Basic knowledge of observability concepts (logs, metrics, alerts).
• ITIL Foundation certification.
• Basic understanding of SAP landscapes and application monitoring.

Travel Requirements

Not Specified

Job Posting End Date