Job
Description
Role Incident / Problem / Defect Manager. Visit our website bmwtechworks.in to know more. Follow us on LinkedIn I Instagram I Facebook I X for the exciting updates. About the UNIT/ Unit Overview Engineering Platform PLOP/GDDM Location Pune Experience 8+ Number of openings 2 What awaits you/ Job Profile We are seeking a proactive and detail-oriented Incident / Problem / Defect Manager to oversee the lifecycle of incidents, problems, and defects across our IT and software systems targeting 3DX tool stack. This role ensures timely resolution, root cause analysis, and continuous improvement to minimize disruptions and enhance service quality . You d be required to share periodic reports with aim to get visibility of system gaps and actions required to address them. What should you bring along Incident Management: Lead the end-to-end incident management process, ensuring timely detection , logging, categorization, prioritization, and resolution . Coordinate with technical teams to restore normal service operations as quickly as possible. Communicate incident status and resolution updates to stakeholders and leadership . Conduct post-incident reviews and ensure documentation of lessons learned . Problem Management: Identify recurring incidents and conduct root cause analysis (RCA) to prevent future occurrences. Maintain the Known Error Database ( KEDB ) and ensure effective workaround solutions are documented. Collaborate with development and infrastructure teams to long-term fixes. Defect Management implement: Manage the defect lifecycle from identification through resolution and closure . Work closely with QA, development, and product teams to prioritize and track defect fixes. Ensure defects are properly documented , categorized, and communicated to relevant stakeholders. Analyze end-user issue trends and feedback to inform platform improvement opportunities or training needs. Must have technical skill Bachelor s degree in computer science, Information Technology, or a related field. 8+ years of experience in IT Service Management, QA, or Software Development, 3DX Operations & Admin technical knowledge Strong understanding of ITIL practices (certification preferred). Proven experience with incident and defect tracking tools (e.g., ServiceNow , JIRA , Remedy ). Excellent analytical, problem-solving, and communication skills. Ability to work under pressure and manage multiple priorities. Dashboard creation, maintenance for clear visibility. Familiarity with platform logs , batch jobs , and background services for troubleshooting. Demonstrated success managing production incidents and escalations in enterprise applications. Experience conducting or facilitating root cause analysis (RCA) and post-incident reviews . Ability to define and refine SOPs, workflows , and incident resolution matrices Good to have technical skills Knowledge in 3DX and Catia tool stack. ITIL v4 Foundation or Practitioner certification. Experience in Agile/Scrum environments. Familiarity with DevOps practices and CI/CD pipelines. Knowledge of risk management and compliance standards. Power BI knowledge would be a value addition.
