Tax Innovation - Application Support Engineer - Manager

At PwC, our people in information technology operations focus on managing and maintaining the technology infrastructure and systems to provide smooth operations and efficient delivery of IT services. This includes monitoring network performance, troubleshooting issues, and implementing security measures. Those in IT operations support at PwC will focus on providing technical assistance and troubleshooting to provide smooth functioning of IT systems and non-cloud based infrastructure. Your role will focus on providing L1 and possibly L2 support.

Enhancing your leadership style, you motivate, develop and inspire others to deliver quality. You are responsible for coaching, leveraging team member’s unique strengths, and managing performance to deliver on client expectations. With your growing knowledge of how business works, you play an important role in identifying opportunities that contribute to the success of our Firm. You are expected to lead with integrity and authenticity, articulating our purpose and values in a meaningful way. You embrace technology and innovation to enhance your delivery and encourage others to do the same.

Skills

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

• Analyse and identify the linkages and interactions between the component parts of an entire system.
• Take ownership of projects, ensuring their successful planning, budgeting, execution, and completion.
• Partner with team leadership to ensure collective ownership of quality, timelines, and deliverables.
• Develop skills outside your comfort zone, and encourage others to do the same.
• Effectively mentor others.
• Use the review of work as an opportunity to deepen the expertise of team members.
• Address conflicts or issues, engaging in difficult conversations with clients, team members and other stakeholders, escalating where appropriate.
• 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.
  
  

We are seeking an experienced Level 3 Application Support Engineer (Manager) to provide hands-on technical support and take ownership of the end-to-end support for specific Tax applications. The Manager will also mentor junior staff, helping them grow their technical skills and expertise. This role requires an individual with strong technical experience in Azure-based application support and cloud environments.

The ideal candidate will have 5 years or more of experience in application support, with a solid understanding of CI/CD (Continuous Integration/Continuous Deployment) pipelines, cloud infrastructure on Azure, and troubleshooting complex application issues. This is a hands-on position where you will work closely with users, operations teams, and developers to ensure the smooth operation of key US Tax applications.

In this role, you will be part of a global team, with Level 3 support resources based in the US providing support during US business hours. You will be expected to maintain proactive communication with US counterparts to ensure smooth workflows and knowledge continuity. Close collaboration and communication between the India and US teams will be key. You will participate in knowledge transfer sessions, handover calls, and ensure that information is openly shared across teams for seamless support and knowledge continuity.

The role also involves participation in an on-call rotation for support outside of regular working hours. We value work-life balance and have structured our global support model to ensure coverage across time zones. This structure helps reduce after-hours load and allows our teams to maintain a healthy balance while still meeting business needs.

Key Responsibilities

• Provide hands-on support for the end-to-end management of Tax applications hosted on Azure, ensuring their availability, performance, and reliability.
• Own and drive support for application lifecycle management, incident management, and troubleshooting.
• Write and execute SQL queries to help with investigation, data analysis, and issue resolution.
• Work with end users to triage escalated issues, including conducting screenshare sessions, asking probing questions, and gathering all relevant support details to fully understand the issue.
• Reproduce issues to capture complete user story details, ensuring any escalations to development teams include all necessary information for faster resolution without the need for follow-up.
• Support and improve CI/CD pipelines using Microsoft DevOps to enable efficient and reliable deployments.
• Automate workflows and improve operational efficiency using scripting languages (e.g., Bash, Python, PowerShell).
• Mentor and train junior engineers, fostering their technical development and supporting their career growth.
• Collaborate with US-based Level 3 support resources for seamless handovers, ensuring smooth transition of support between teams.
• Participate in knowledge transfer sessions and handover calls with US counterparts to ensure full awareness of issues, resolutions, and project updates.
• Develop and maintain knowledge base content. Gain exposure to PwC’s fast-growing, technology-first US Tax practice, with opportunities to grow alongside cutting-edge projects.
• Use exceptional written and verbal communication skills to explain technical details to both technical teams and business stakeholders.
• Understand and apply Identity Management principles such as SAML, OAuth, and EntraID.
• Participate in the on-call rotation for support outside of regular working hours.
• Prioritize and manage multiple tasks, ensuring timely resolution of complex issues.
  
  

Required Skills And Experience

• 5 years or more of experience in hands-on application support and management, with a focus on Azure cloud platforms.
• Experience using the Azure Kudu console for diagnostics, file management, and troubleshooting Azure App Services.
• Experience with Microsoft Azure PaaS, Azure Kubernetes Services, including Web Applications running .NET and Angular frameworks, and Azure Function Apps.
• Intermediate experience creating and troubleshooting SQL statements.
• Experience with Kusto Query Language (KQL) for querying and analyzing data.
• Experience with monitoring tools like DataDog and Azure Application Insights.
• Strong experience with CI/CD pipelines, especially using Microsoft DevOps.
• Proficient in scripting and automation (e.g., Bash, Python, PowerShell).
• Strong understanding of ITIL processes, particularly incident, problem, and change management.
• Experience mentoring and guiding junior engineers.
• Strong troubleshooting and problem-solving skills, with the ability to work directly with end users to resolve escalated issues.
• Excellent communication skills, both written and verbal, with the ability to convey complex technical details to diverse audiences.