3 Helix Itsm Jobs

You will be managing customer expectations and competing priorities and conducting research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned. You will be escalating issues and works directly with Research and Development to resolve complex support problems. You will be using professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways and exercising systematic proficiency in some specialized skills which display depth and breadth within a single BMC application OR several BMC applications/technologies. You will be troubleshooting intermediate to advanced problems and recommends appropriate actions and providing support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues As every BMC employee, you will be given the opportunity to learn, be included in global projects, challenge yourself and be the innovator when it comes to solving everyday problems. To ensure youre set up for success, you will bring the following skillset experience: You can embrace, live and breathe our BMC values every day! You have 2+ years of experience handling BMC Remedy ITSM across modules ARS/SRM/SLM/ SmartIT/Smart Reporting/CMDB/DWP/SSO customers from consultancy and support standpoint. You have in depth troubleshooting and analytical knowledge in these BMC product areas. You have bachelors degree from any stream Full Time You are comfortable with Periodic weekend work (will likely be required).

What is expected As a Senior Enablement Manager within the Global Ecosystem Sales (GES) Organization, strategize and take ownership of all enablement activities at SIs. Be a part of a strategic program that enables growth in business through developing a community of BMC-accredited and certified professionals within key Global Outsourcers System Integrators (GOSI) VAR partner accounts of BMC. Engage with different individuals within partner organizations and internal teams like Presales, Education, COE, RD, and Support to offer proactive, prescriptive enablement plans to GOSI VAR partners Key Responsibilities Create and Execute the Partner Readiness Program for WW GOSI VAR Partners. Engage regularly with key partners to monitor enablement process, new requirements, and future goals Proactively engage with appropriate partner contacts from delivery, project office, COE, alliance teams to identify, prioritize, develop, and execute product trainings as per the skill and role-based learning path Build BMC skilled communities within the sales and delivery teams of the WW GOSI VAR Accounts by identifying white spaces and developing and executing account specific proactive plans to cover the same. Drive joint quarterly and annual business planning to ensure proper planning and execution of the enablement plans. Develop relationships with the stakeholders in the Accounts by visiting and meeting them regularly. Use local ecosystems and available experts to nurture and grow champions. Work with Account SPOCs and Sales teams to establish annual and quarterly accreditation and certification targets for each Account. Identify and communicate trends and client feedback from the program to the Account team for current and future Sales Plays. Collaborate with the Corporate Enablement team to manage the overall course catalogue, content and training calendar for GOSI VAR accounts. Communicate program and account progress to management in weekly, monthly and quarterly reports against plan targets. Provide regular updates to GOSI VAR Account/Partner Managers Sales management on the status of each partner's enablement Co-create and maintain training calendar and take responsibility of rolling out trainings by collaborating with BMC Education as a delivery partner Basic Qualification Needed Presentation and writing skills and the ability to articulate complex concepts to internal and external organizations. Experience working within the enterprise software development industry and matrixed organization Experience in enterprise software and familiarity with cloud computing platforms and services. Demonstrated leadership, interpersonal skills, and willingness to collaborate with multi-locational, cross-functional teams internally and externally. Execution focus and strategic mindset What experience is needed 10+ years of experience with at least 5+ years of customer interaction Knowing sales and marketing Bachelors/Masters degree with English as a major subject Worked for a product organization Supported different geographies and/or Lines of business in multi-cultural environment Tools Understanding of BMC Product portfolio especially Helix ITSM, Monitoring, Workload Automation (Control-M) SaaS platform and applications Cloud services MS Excel, PowerPoint. MS Word

SIAM IM Expected: ITIL Certified, Helix ITSM tool hands on and Good to Have Telecom Industry Experience. Sanity checks on overall INCs across the program to make sure IM process is being adhered. Incidents are being taken care/updated/resolution details updated on timely basis. Provide leadership and direction during incidents, maintaining an overall incident perspective and ensure the Incident Management processes are followed. Deliver results and achieve SLA/KPI performance by focusing on effective cross functional team working Coordinate/facilitate the communication process as well as the escalation process during the course of a high priority incident. Proactively monitor incident resolution, analyse and highlight trends and root causes to the Service Desk Manager/Problem Manager and/or relevant support teams. Produce clearly written post incident documentation within the agreed timescales, assisting with Problem Management initiated review sessions where possible. Compile and publish weekly / monthly operational reports detailing high profile outages. Contribute to Continuous Service Improvement in Incident management process, Problem management and Change management process through incident analysis Govern and Audit Incident management process on monthly basis and report on gaps/issues. Come up with mitigation plan to address these gaps. Assist the queue managers with the correct rerouting of the misrouted tickets. Ensure partner organizations are aware of current incident process and adhere to it. Act as Escalation point for Service Delivery Managers and Service Provider Incident Managers Contact Service Delivery Manager to discuss details of the rejected Escalation Monitor service levels of Incident management function Validate use of Knowledge Base on Escalations Owner of the Incident Management process.