Line of Service

Advisory

Industry/Sector

Not Applicable

Specialism

Managed Services

Management Level

Associate

Job Description & Summary

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.

Role Overview:

The Mobile Application Support Analyst is responsible for monitoring, troubleshooting, and optimizing mobile applications developed using Ionic (Hybrid/Cross-platform) and Swift (iOS). This role involves incident resolution, API troubleshooting, crash analysis, performance tuning, and security monitoring. The analyst will work in an Agile, DevOps-driven environment, supporting legacy modernization, stabilization, enhancements, and performance improvements for mission-critical Freight, Rail, and Logistics applications.

Required Technical Skills

🔹 Mobile Platforms: iOS (Swift), Hybrid (Ionic, Capacitor, Cordova)
🔹 Backend & API Support: RESTful APIs, GraphQL, OAuth2, JWT, Firebase Authentication
🔹 Database: SQLite, Firebase Realtime Database, Core Data, NoSQL (MongoDB)
🔹 CI/CD Tools: Jenkins, Fastlane, GitHub Actions, GitLab CI/CD, Azure DevOps
🔹 Monitoring & Debugging: Firebase Crashlytics, Xcode Instruments, AppDynamics, Splunk, ELK Stack
🔹 Security & Compliance: GDPR, HIPAA, SOC 2, SSL/TLS, OAuth2, Biometric Authentication
🔹 Cloud Services: AWS Amplify, Azure Mobile Apps, Firebase, Google Cloud Functions

Key Responsibilities

1️⃣ Mobile App Incident Management & Troubleshooting

✅ Provide Level 2/3 support for mobile applications, resolving crashes, UI/UX issues, and API failures.
✅ Diagnose application crashes, performance bottlenecks, and memory leaks in Ionic and Swift-based apps.
✅ Monitor logs and errors using Firebase Crashlytics, Sentry, AppDynamics, and New Relic.
✅ Work with ITIL-based Change, Incident, and Problem Management processes (JIRA, ServiceNow, BMC Remedy).
✅ Perform Root Cause Analysis (RCA) for recurring issues and implement permanent fixes.

2️⃣ API & Backend Integration Support

✅ Troubleshoot RESTful and GraphQL API failures, ensuring smooth backend integration.
✅ Work on API authentication mechanisms such as OAuth, JWT, Firebase Authentication, Apple Sign-In.
✅ Debug network issues using Charles Proxy, Postman, and API Gateway Logs (AWS, Azure API Gateway, Kong, Apigee).

3️⃣ Mobile Performance Monitoring & Optimization

✅ Optimize CPU, memory, and battery consumption for mobile applications.
✅ Reduce app startup time, optimize rendering performance, and improve caching strategies.
✅ Work with profiling tools (Xcode Instruments, Chrome DevTools, Lighthouse) to analyze and optimize performance.
✅ Debug and fix slow response times, frozen screens, and UI glitches.

4️⃣ Crash Analysis & Log Monitoring

✅ Investigate application crashes using Firebase Crashlytics, Xcode Debugger, and Ionic Capacitor Logs.
✅ Monitor mobile app logs using Splunk, ELK Stack, or Azure Monitor.
✅ Handle failed transactions, missing push notifications, and data sync issues.

5️⃣ Security & Compliance Management

✅ Ensure mobile apps comply with GDPR, HIPAA, SOC 2, ISO 27001 security standards.
✅ Implement security best practices like SSL pinning, secure API calls, and biometric authentication (Face ID, Touch ID).
✅ Monitor user access and role-based authentication (RBAC, SAML, OAuth2, Firebase Auth, Azure AD).

6️⃣ CI/CD & Deployment Support

✅ Support CI/CD pipelines for mobile apps using Fastlane, Jenkins, GitHub Actions, GitLab CI/CD, Azure DevOps.
✅ Assist in managing App Store (iOS) and Google Play Store releases, including TestFlight testing and Firebase App Distribution.
✅ Debug and resolve failed builds, rejected submissions, and signing certificate issues.

7️⃣ Cloud & Push Notification Support

✅ Troubleshoot push notification failures using APNs (Apple Push Notification Service) and Firebase Cloud Messaging (FCM).
✅ Support cloud-based mobile services such as AWS Amplify, Azure Mobile Apps, Google Firebase.
✅ Handle real-time messaging issues, data synchronization problems, and offline mode inconsistencies.

8️⃣ Collaboration & Documentation

✅ Work in an Agile (Scrum/Kanban) environment to provide continuous support and improvements.
✅ Maintain troubleshooting guides, issue logs, and SOPs for mobile application support.

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Automation, Automation Framework Design and Development, Automation Solutions, Budgetary Management, Business Process Automation (BPA), Business Process Improvement, Business Process Outsourcing, Business Transformation, Communication, Continuous Process Improvement, Data Quality Automation, Deliverable Planning, Delivery Excellence, Design Automation, Digital Transformation, Emotional Regulation, Empathy, Inclusion, Intellectual Curiosity, Managed Services, Operational Excellence, Operational Performance Management (OPM) {+ 19 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