PwC Major Incident Response Manager II/Disaster Recovery in Tampa, Florida

PwC/LOS Overview

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As part of Internal Firm Services, you're serving an organization on par with many of our external clients. Our Internal Firm Services team consists of first-rate marketers, human resource professionals, computer technologists, knowledge managers, accountants, financial planners, administrators and leaders. Internal Firm Services staff are the people who make it work for the people who make it work for our clients.

Job Description

Exciting opportunities await you as a member of PwC's Americas Region IT team. Our team of technology professionals provides internal technology services and solutions that transform and achieve PwC's mission of becoming the leading technology-enabled professional services network. We enable PwC to achieve its goals by driving innovation, enhancing digital capabilities and integrating technologies to create competitive business advantages for PwC and our clients.

Within Americas IT, we have exciting opportunities at all experience levels within our delivery domains. Our Data Center Core Services domain delivers world-class IT solutions across a diverse range of portfolios and business areas including Infrastructure Architecture, Design/Build, Infrastructure Operations, Service Management and Support.

The US IT Disaster Recovery team is responsible for the incorporation and alignment of disaster recovery into the enterprise level Business Continuity Program following the principles and guidelines of the Disaster Recovery Institute International.

The US IT Major Incident Management Team is responsible for the Major Incident process for a 24/7 IT department across the US/Canada/Mexico/Brazil/Caribbean.

Position/Program Requirements

Minimum Year(s) of Experience: 6

Minimum Degree Required: High School Diploma or GED

Degree Preferred: Bachelor's degree

Certification(s) Preferred: Information Technology Infrastructure Library (ITIL) Foundations Certifications

Knowledge Preferred:

Demonstrates intimate knowledge and/or a proven record of success in the following areas:

  • IT methodologies, service offerings and the Firm's business at a national level;

  • Incident and problem trend analysis and the knowledge base process; and,

  • US IT infrastructure and the ability to understand the general architecture, design, and operating characteristics.

Skills Preferred:

Demonstrates intimate abilities and/or a proven record of success in the following areas:

  • Mitigating risk and assure services that are required by the Firm are readily available in the event of a disaster;

  • Owning and leading the major incidents throughout their lifecycle as per the major incident process;

  • Collaborating across an organization to resolve challenges relative to Firmwide disaster recovery readiness and testing;

  • Integrating extensively with Service Desk, functional resolver groups, IT executives and ITIL processes;

  • Understanding user impact in a complex environment and the ability to quickly assess what IT functions may be needed for the timely resolution of any major incident;

  • Developing and applying intellectual capital for execution of Firmwide prioritization of application recoverability, strategy, and testing;

  • Consistently managing significant national or business unit level Disaster Recovery projects;

  • Regularly reviews active, historical incidents and root cause analysis to identify trends and opportunities for improvements across the IT functions;

  • Actively participating in US IT operations, design, and architecture meetings to institute industry leading practices for Disaster Recovery across US IT;

  • Assisting in budgeting for recovery solutions to cost-effectively mitigate risk to business operations that can directly impact the Firm's revenue stream, regulatory compliance, or brand/image in the marketplace;

  • Managing the relationship with sourcing vendor in the Disaster Recovery space;

  • Guiding the vendor in long-term direction for Disaster Recovery planning, testing, and Standard Operating Procedure development for the Firm's core, mission critical, business critical and essential applications. This includes managing the life cycle of the Disaster Recovery solutions to establish they are aligned with the business strategy, changing business needs and emerging technologies;

  • Being responsible for planning, testing, and defining procedures for complex infrastructure and application Disaster Recovery efforts for national, regional, and global services;

  • Managing recovery solution integration within the context of individual business processes and master Disaster Recovery plans;

  • Aligning the solutions provided with longer term business and IT strategy;

  • Administering the Business Impact Analysis process for business supporting applications;

  • Coordinating with business process and application owners, technical teams, and the project community on budgeting, requirement gathering, project management, documentation, resource planning and initial testing of the recoverability of the solutions provided;

  • Instituting a plan for continuous Disaster Recovery strategy and standards development to meet the ever-changing needs of the Firm; and,

  • Developing methodologyfe for Disaster Recovery Business Impact Analysis to determine that overall application criticality and prioritization is appropriate to safeguard the Firm's revenue, maintain adherence to regulatory requirements, protect the brand in the marketplace, and maintain security of the Firm's Assets.

  • Continuous improvement of overall major incident process and communication

  • Owning and leading the major incidents throughout their lifecycle as per the major incident process

  • Providing regular updates on major incidents in an executive communication style

  • Weekly reporting of all major incidents

  • Incident and Problem Trend Analysis

  • Regular review of active, historical incidents and root cause analysis to identify trends and opportunities for improvements across the IT functions

  • Proactive communication of known issues or trends with the Service Desk, Infrastructure and all other functions as needed

  • Partner with Service Desk manager to proactively review the daily queue stats and tickets to pro-actively identify potential chronic issues which may deter future major incidents and improve the customer experience

  • Coordinating, creating and maintaining knowledge management articles

  • Communication of new knowledge base articles

  • Excellent communication skills both written and verbal the including

  • Ability to summarize complicated technical information to people with less technical knowledge

  • Exceptional customer focus

  • Have a passion for leading resolution of critical problems and motivating team members

  • Excellent analytical skills and ability to ask probing questions and drive logical problem solving

  • Demonstrate strong interpersonal skills to interact and motive others

  • Complex, large enterprise business environment experience a plus

  • Ability to effectively communicate with people with a wide range of skills, experience, cultures and capabilities

The Major Incident Manager is expected to use the business/technology knowledge to execute the Incident Management process for all critical incidents in order to mitigate impact and reduce the time to restore business services. This includes establishing the means to resolve the incident and restore business services as rapidly as possible and driving all activities to make that occur.

Ensure that the appropriate communications are sent to senior management keeping them advised of the incident and of the client impact.

Making decisions required to reduce client impact.

Off-hours on-call rotations resulting in work across one or more shifts in a 24x7x365 operational team.

Manage escalation notification and rapid communications to all senior executives and stakeholders across the company.

All qualified applicants will receive consideration for employment at PwC without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law.