Line of Service Advisory Industry Sector FS X-Sector Specialism Operations Management Level Senior Associate Summary At PwC our people in data and analytics engineering focus on leveraging advanced technologies and techniques to design and develop robust data solutions for clients They play a crucial role in transforming raw data into actionable insights enabling informed decision-making and driving business growth Those in intelligent automation at PwC will focus on conducting process mining designing next generation small- and large-scale automation solutions and implementing intelligent process automation robotic process automation and digital workflow solutions to help clients achieve operational efficiencies and reduce costs Why PWC At PwC you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes for our clients and communities This purpose-led and values-driven work powered by technology in an environment that drives innovation will enable you to make a tangible impact in the real world We reward your contributions support your wellbeing and offer inclusive benefits flexibility programmes and mentorship that will help you thrive in work and life Together we grow learn care collaborate and create a future of infinite experiences for each other Learn more At PwC we believe in providing equal employment opportunities without any discrimination on the grounds of gender ethnic background age disability marital status sexual orientation pregnancy gender identity or expression religion or other beliefs perceived differences and status protected by law We strive to create an environment where each one of our people can bring their true selves and contribute to their personal growth and the firm s growth To enable this we have zero tolerance for any discrimination and harassment based on the above considerations Summary We are seeking an experienced Managed Services Lead to oversee service delivery across RPA enterprise web applications and agentic AI-enabled solutions This role is responsible for driving governance ensuring operational excellence managing stakeholders leading support teams and delivering a predictable high-quality managed services function A strong understanding of support processes and automation ecosystems is expected while the core focus of this role is client management service governance people leadership and continuous improvement not hands-on technical execution Responsibilities Service Delivery Governance Own the end-to-end service delivery for all supported platforms RPA WebApps Agentic Implement and drive ITIL-based governance for Incident Problem Change Release and Knowledge Management Ensure SLA OLA adherence service stability and high-quality delivery Lead operational reviews daily weekly monthly publish performance dashboards and proactively communicate risks Maintain compliance with audit security and organizational policies across the managed services landscape Stakeholder Client Management Serve as the primary point of contact for client leadership and business stakeholders Conduct governance meetings present service health and drive alignment with business priorities Handle escalations with structured communication and stakeholder confidence Translate client expectations into actionable delivery plans ensuring transparency and accountability throughout Team Leadership People Management Lead and mentor cross-functional support teams RPA analysts support engineers application specialists AI operations Manage staffing workloads performance reviews career development and capability-building initiatives Foster a culture of ownership collaboration continuous learning and customer-first thinking Drive cross-training and knowledge-sharing to build a resilient multi-skilled support team Operational Excellence Continuous Improvement Identify service gaps recurring issues and operational inefficiencies implement proactive improvements Establish and refine standard operating procedures runbooks and knowledge repositories Use automation agentic workflows intelligent monitoring and process optimization to reduce manual effort Track and improve KPIs such as MTTR backlog levels ticket leakage availability and system reliability Transition Planning Delivery Oversight Lead onboarding and transition of new automations applications or AI solutions into steady-state support Work with development cloud infra and QA teams to ensure smooth release and deployment cycles Plan and forecast resources budgets and operational capacity for ongoing and future service needs Risk Management Escalations Maintain risk registers and mitigation plans for critical business processes Lead severity-1 critical incident war rooms drive cross-functional collaboration and ensure timely resolution Deliver structured RCA documents and preventive action plans to stakeholders Ensure proactive monitoring alerting and incident prevention mechanisms are in place and continuously improved Mandatory skill sets Minimum 12 years of experience in IT operations production support or managed services Strong background in managing distributed teams supporting RPA web applications and or AI agentic solutions Proven experience in service governance incident management and SLA-driven delivery models Robust stakeholder management with the ability to manage executive-level conversations Deep understanding of ITIL processes and operational frameworks Ability to lead teams manage escalations and handle high-impact situations with composure Key Competencies Strong leadership and people management Excellent communication and stakeholder engagement skills Governance planning and service delivery mindset Analytical and problem-solving abilities Ability to work under pressure and manage crisis situations Continuous improvement and operational excellence focus Preferred skill sets ITIL v4 certification highly preferred Experience managing support for UiPath Automation Anywhere Blue Prism Exposure to AI agent frameworks LLM-powered solutions or AI Ops Familiarity with ITSM tools ServiceNow Jira Service Management Basic understanding of WebApp architectures and cloud support Azure AWS Additional Information This role requires flexibility to handle critical incidents outside business hours on exceptional occasions Strong consulting-style communication client-facing capability is expected and role is delivery and governance driven Years of experience required 4 to 15 years Education qualification Graduate Engineer or Management Graduate Education if blank degree and or field of study not specified Degrees Field of Study required MBA Master of Business Administration Bachelor of Engineering Degrees Field of Study preferred Certifications if blank certifications not specified Required Skills Web Applications Optional Skills Accepting Feedback Accepting Feedback Active Listening Agile Methodology Analytical Thinking Automation Algorithms Automation Engineering Automation Framework Design and Development Automation Programming Automation Solutions Automation Studio Automation System Efficiency Blue Prism Business Analysis Business Performance Management Business Process Analysis Business Process Automation BPA Business Transformation Business Value Optimization C Programming Language Cognitive Automation Communication Conducting Discovery Configuration Management CM Continuous Process Improvement 36 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

📌 In Senior Associate Rpa, Web Applications, Agentic Solutions Agentic Automation Advisory Pune
🏢 PwC
📍 Pune