2295 Incident Management Jobs - Page 43

Job Title : Incident Manager Location State : Karnataka Location City : Hyderabad Experience Required : 4 to 6 Year(s) Shift: 24/7 Work Mode: Onsite Position Type: Contract Openings: 3 Interested candidate share there updated resume sangeeta.t@varite.com For more information contact sangeeta @ 8929376486 Company Name: VARITE INDIA PRIVATE LIMITED About The Client: An American multinational computer technology company headquartered in Austin, Texas, United States. A global technology provider offers a comprehensive suite of software solutions, encompassing a flagship relational database management system, enterprise resource planning, customer relationship management, and cloud services. Additionally, the company delivers middleware products, business intelligence tools, and industry-specific applications, addressing diverse business needs worldwide. As a key player in application development, it stewards a widely utilized programming language. These software solutions cater to businesses across various industries and are widely adopted for scalability, security, and innovation. About The Job: Experience in the field of ITIL Service Management, Incident Management Experience handling Tickets & Ticketing tools Maintain, monitor and manage mission critical servers and applications in a mission critical 24x7 environment Manage applications in multi-server Windows, Linux, and Oracle environment, requiring limited or no downtime Qualifications: B.TECH/ M.TECH/ MCA/ BCA How to Apply: Interested candidates are invited to submit their resume using the apply online button on this job post. Equal Opportunity Employer: VARITE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, veteran status, or disability status. Unlock Rewards: Refer Candidates and Earn. If you're not available or interested in this opportunity, please pass this along to anyone in your network who might be a good fit and interested in our open positions. VARITE offers a Candidate Referral program, where you'll receive a one-time referral bonus based on the following scale if the referred candidate completes a three-month assignment with VARITE. Exp Req - Referral Bonus 0 - 2 Yrs. - INR 5,000 2 - 6 Yrs. - INR 7,500 6 + Yrs. - INR 10,000 About VARITE: VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA, UK, CANADA and INDIA. VARITE is currently a primary and direct vendor to the leading corporations in the verticals of Networking, Cloud Infrastructure, Hardware and Software, Digital Marketing and Media Solutions, Clinical Diagnostics, Utilities, Gaming and Entertainment, and Financial Services.

4-5 years of subject matter expert experience, with minimum of 3 years experience in managing security operations/ service delivery, in comparable organizations, with sound knowledge & experience, in premise safety & security services domain. Bachelors degree in Business, or equivalent professional level experience

Conduct thorough investigations to determine the root cause of incidents Analise incident data to identify trends, vulnerabilities, and opportunities for improvement Develop and conduct training programs for employees on incident response procedures

Lead the company’s credit risk/receivables management Handle logistics incidents, ensure timely redressal, proactively manage/recover potential bad debts. Work closely with operations, finance, legal, sales teams Required Candidate profile Graduates/Post Graduates with 15+ yrs exp in credit control, receivables management, liaisoning with Gov/legal authorities across states Fluent in English, Hindi & regional languages

Job Title: Monitoring/NOC Engineer Location: Cadence Design Systems, Bangalore. Reports To: Sr. IT Manager Job Overview: IT Monitoring Engineer will be responsible to support the monitoring infrastructure in delivering and maintaining the system management event monitoring capabilities. Monitoring Engineer will work in cooperation with Technical and Operational staff ensuring that monitoring capabilities are conformal with operational needs. Key Responsibilities: • Drive P1/P2 calls as needed. • Monitor and maintain global infrastructure; telecommunications circuits, routers, network devices, servers, storage etc. using industry standard tools Monitor applications and services; URLs, applications, middleware for potential issues and risks etc. using industry standard tools. • Respond to alerts and risks following established procedures to ensure customer SLAs are maintained. • Log, Report and Escalate service incidents and risks to specialists using standard ITSM tools and procedures. • Work shifts as allocated to ensure 24 x 7 x 365 cover for services. • Communicate with internal business users as required to provide ongoing notifications of service risks and issues Role Summary. • Management of high risk or critical incidents ensuring each is evaluated accurately and escalated quickly to the appropriate 2nd or 3rd line team for analysis or resolution. • Coordinate and manage relationships with other support teams to ensure highest possible service availability and facilitate the communication of service status updates in an effective and timely manner. • Act as a first point of escalation for advanced, high severity or difficult issues for L1 where you will have an active role in guiding and motivating the Infrastructure Operations L1 team members in responding to and managing risks and incidents. • Identify, evaluate, and prioritize service risks, issues and problems. Required Technical Skills: • Intermediate Knowledge of monitoring applications will be beneficial but not a requirement (HPESite Scope, Network Node Manager(NNMi), Nagios tool as well. • Knowledge on ITIL process (Incident/Change Management). • Excellent spoken and written English and communication skills maintaining a professional manner especially when under pressure. • Ability to understand the potential impact of service risks and incidents be able to escalate as appropriate.

Requirements Lead and manage the RCA process for all SRE incidents, ensuring athorough and timely investigation. Facilitate RCA workshops, guiding teams through a structuredanalysis to identify the root cause of incidents. Document RCA findings and recommendations in a clear and concisemanner. Work with SRE engineers and developers to implement correctiveactions and preventative measures based on RCA findings. Analyze trends in incident data to identify areas for improvement insystem design, monitoring, and automation. Develop and implement best practices for RCA within the SRE organization. Stay up-to-date on the latest SRE practices and incident responsemethodologies. Collaborate with other teams (e.g., security, product) to ensure aholistic approach to incident management. Mentor and coach SRE engineers on effective RCA techniques. Track and report on key metrics related to incident management and RCAeffectiveness.

Strong ITSM & ITIL knowledge. Handle incidents, identify root cause, drive resolution & improvement. Ensure SLA/KPI targets & client satisfaction. Restore failed IT services quickly & efficiently. Participate in RCA & improvement Required Candidate profile Participate in root cause analysis meetings, gathering lessons learned and managing and implement continuous improvement processes. Ensuring Client SLAs / KPIs

Required Experience :6-10 years Require an excellent knowledge of the Retail and fashion industry combined with a good understanding of associated business processes in S/4 HANA systems Good understanding of MDG Framework (SAP Data modeling, UI modeling, Process modeling, Data Quality, and search Functionalities, BRF+, standard interfaces, IDOCs, ALE, SOA) Experience in implementing/Support/rollout SAP MDG, SAP MDG-S, SAP MDG-C, SAP Material, and SAP MDG Finance. At least one end-to-end S/4HANA MDG implementation experience and one support project experience Experience with MDG Finance Hierarchy updates and must have hands on in mass loads for Finance objects Experience in identifying BRF+ workflow issues Must have hand on experience is resolving production issues Good understanding of the distribution of Master Data along with Key Mapping and Value mapping Must have experience in service now processes (Incident management/Problem Management/Change Management) Experience in Charm process and should be able to do minor changes/fixes via TR process Work independently while managing multiple priorities globally, interacting with and influencing business partners at all levels. Experience in working with S/4 Central Finance Hands-on Experience in FPM, SAP FIORI, BRF+ Objects Experience in Master Data Projects and understanding of how to improve Data Quality Ability to work in a team in diverse/ multiple stakeholder environment Good communication and interpersonal skills Demonstrate commitment to quality and continuous improvement Ability to Work independently Technical JD: Required Experience: 10 + years Good understanding of MDG Framework (SAP Data modeling, UI modeling, Process modeling, Data Quality, and search Functionalities, BRF+, standard interfaces, IDOCs, ALE, SOA) Experience in implementation/Support SAP MDG ( SAP MDG-BP, SAP Material, and SAP MDG Finance) projects Strong debugging skills and should be well-versed in troubleshooting issues Working exp. with RICEFW Experience in writing abap code for new requirements/ fixes Experience in ABAP OOPS and Web Dynpro ABAP Experience is creating LSMWs as per requirement Interface knowledge - IDoc and SOA services and expertise in debugging interfaces to identify issues Knowledge on MDG BADI / Enhancements and debugging expertise SAP BRF+ Workflow debugging expertise Good communication and interpersonal skills Ability to Work independently in fixing technical issues with code changes via CHARM proces

Job Summary: To strengthen its service team, a strategic LIMS Program is looking for its Major Incident Manager Post Incident Report Manager in the context of a worldwide rollout (target: more than 300 instances). This position is responsible for leading the response to high-impact IT incidents and ensuring thorough documentation and analysis post-resolution. This role ensures rapid incident resolution, clear stakeholder communication, and continuous service improvement through structured post-incident reviews and reporting. Key Responsibilities Major Incident Management Act as the primary coordinator during major IT incidents, ensuring swift resolution and minimal business disruption. Lead incident bridges and war rooms, engaging appropriate technical and business representatives teams. Provide timely and accurate communication to stakeholders throughout the incident lifecycle. Maintain the major incident process, ensuring alignment with ITIL best practices. Track incident trends and contribute to proactive risk mitigation strategies. Post-Incident Report Management Lead the creation and delivery of comprehensive post-incident reports (PIRs). Coordinate with technical teams to gather root cause analysis, corrective and preventive actions. Facilitate post-incident review meetings to capture lessons learned and drive service improvements. Ensure timely completion and distribution of Post Incident Report to relevant stakeholders. Track follow-up actions and PIR tasks to closure. Qualifications: Proven experience in IT incident management, service management, and problem management roles. Strong understanding of ITIL framework (ITIL certification preferred). Excellent communication, coordination, and stakeholder management skills. Ability to remain calm and effective under pressure. Strong analytical and documentation skills, with attention to detail. Familiarity with root cause analysis techniques. Experience with ITSM tools (ServiceNow, BMC Hellix). What We Offer: Opportunity to develop and scale a world class IT product, for use in worldwide laboratories. Our code impacts life and makes world healthier and safer place to live. Be a part of an ambitious IT solutions program, with an opportunity to fast-track career as a high performer. A launch pad into various opportunities and a chance to become part of international team of professionals.

At Aspire, we re more than just a FinTech company we re the leading all-in-one financial operating system built to empower the world s innovators and entrepreneurs. We are on a mission to reinvent business finance, empowering startups and businesses to realise their full potential. Founded in 2018, Aspire has raised over USD 300M+ across equity and debt from world-class investors. In 2023, we successfully closed an oversubscribed USD 100 million Series C equity round led by Sequoia Capital and Lightspeed Ventures with participation of Tencent, Paypal Ventures, LGT Capital Partners, Picus Capital and MassMutual Ventures. To power our solutions, we have partnered with some of the best companies in the world such as Visa and Wise and empowered more than 50,000 businesses using our suite of products. Aspire has consistently been recognized for excellence, earning Best Employer and Startup of the Year by the Asia FinTech Awards in 2022 and 2023 , ranked as LinkedIn s Top Startup in Singapore , and listed on CB Insights Top 100 Global Fintech in 2023 and 2024. You will be amazed by the energy and experience of our team! Aspire serves as an environment for you to innovate and drive change with our team of ex-entrepreneurs, ex-founders, and high-achievers with international and diverse backgrounds. Are you a top talent who is passionate about entrepreneurshipJoin our rapidly growing team to make an impact in the fintech space! Job Description: We are looking for a skilled and customer-focused Incident Manager to join our team. The ideal candidate will be responsible for managing high-impact incidents and escalations, maintaining strong customer relationships, and handling critical customer complaints including, but not limited to, payment issues, P0-level incidents (e.g. fraud-related cases), and executive escalations. This role requires prior Triaging and payments related experience supporting multiple regions. Also close collaboration with cross-functional teams such as Product, Engineering, and Senior Management to detect, respond to, and mitigate customer-impacting issues. The candidate will also gather and analyze customer feedback to drive improvements across all touchpoints, identify process gaps, and contribute to product enhancements. You will play a key role in strengthening Aspire s customer experience and operational resilience. Key Responsibilities: Product Experience: Drive end-to-end customer experience across core financial products including cards, SWIFT payments, compliance, investment solutions, and API integrations. Collaborate with Product, Engineering, and Compliance teams to optimize product usability and resolve customer pain points. Incident Management: Lead the response and recovery activities for critical incidents, managing the lifecycle from detection through resolution. Coordinate with cross-functional teams to minimize service disruptions and ensure efficient incident resolution. Customer Experience Strategy Development: Develop and implement initiatives to improve the customer experience across all touchpoints and channels. Collaborate with cross-functional teams (e.g., Product, Sales, Marketing) to address customer pain points and enhance processes. Product Improvement and Bug Analysis: Analyze customer-reported bugs and collaborate with the tech team to ensure timely resolution. Gather product feedback from CX channels and contribute to roadmap prioritization with actionable insights. Customer Satisfaction and Experience Metrics: Monitor, track, and report on key customer satisfaction and experience metrics (e.g., NPS, CSAT). Regularly assess and present actionable insights to improve performance across these metrics. Industry Best Practices: Stay up-to-date on the latest trends, tools, and best practices in customer experience management. Proactively apply industry insights to refine strategies and enhance service quality . Key Requirements: Bachelors degree in Business, Finance, or a related field. Minimum of 5 years of experience in customer experience management, incident management, or a related role. Strong understanding of customer experience principles and incident management processes. Excellent communication and interpersonal skills. Proficiency in Incident Response Management (IRM) software and AI tools. Proven ability to analyze data and translate insights into actionable strategies. Experience collaborating with cross-functional teams to drive process improvements. Ability to manage multiple tasks and projects simultaneously in a fast-paced environment. The role requires flexibility to work during night and/or weekends What we offer Uncapped flexible annual leave. Hybrid work arrangement. Training subsidy for your professional growth. Wellness benefit. Team bonding budget to foster collaboration and sense of belonging. Flexibility to work from anywhere (for up to 90 days per annum). Culture is Key: We always strive to cultivate a special culture that brings special talents together - You can learn more about our culture on our careers site and LinkedIn Life page . Equal Opportunity Statement Aspire is an equal opportunity employer and is committed to providing equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic as outlined by applicable laws. Please note: by submitting your application, you acknowledge that you have read and understood Aspire s Data Protection Policy for Employees, Freelancers, Contractors and Job Applicants (the Policy ) , and consent to the collection, use and disclosure of your personal data by Aspire for the purposes set out in the Policy. You may withdraw consent for such collection, use and disclosure, and make an access or correction request in respect of your personal data, in accordance with the Policy by emailing people@aspireapp.com .

At Aspire, we re more than just a FinTech company we re the leading all-in-one financial operating system built to empower the world s innovators and entrepreneurs. We are on a mission to reinvent business finance, empowering startups and businesses to realise their full potential. Founded in 2018, Aspire has raised over USD 300M+ across equity and debt from world-class investors. In 2023, we successfully closed an oversubscribed USD 100 million Series C equity round led by Sequoia Capital and Lightspeed Ventures with participation of Tencent, Paypal Ventures, LGT Capital Partners, Picus Capital and MassMutual Ventures. To power our solutions, we have partnered with some of the best companies in the world such as Visa and Wise and empowered more than 50,000 businesses using our suite of products. Aspire has consistently been recognized for excellence, earning Best Employer and Startup of the Year by the Asia FinTech Awards in 2022 and 2023 , ranked as LinkedIn s Top Startup in Singapore , and listed on CB Insights Top 100 Global Fintech in 2023 and 2024. You will be amazed by the energy and experience of our team! Aspire serves as an environment for you to innovate and drive change with our team of ex-entrepreneurs, ex-founders, and high-achievers with international and diverse backgrounds. Are you a top talent who is passionate about entrepreneurshipJoin our rapidly growing team to make an impact in the fintech space! Job Description: We are looking for a skilled and customer-focused Incident Manager to join our team. The ideal candidate will be responsible for managing high-impact incidents and escalations, maintaining strong customer relationships, and handling critical customer complaints including, but not limited to, payment issues, P0-level incidents (e.g. fraud-related cases), and executive escalations. This role requires prior Triaging and payments related experience supporting multiple regions. Also close collaboration with cross-functional teams such as Product, Engineering, and Senior Management to detect, respond to, and mitigate customer-impacting issues. The candidate will also gather and analyze customer feedback to drive improvements across all touchpoints, identify process gaps, and contribute to product enhancements. You will play a key role in strengthening Aspire s customer experience and operational resilience. Key Responsibilities: Product Experience: Drive end-to-end customer experience across core financial products including cards, SWIFT payments, compliance, investment solutions, and API integrations. Collaborate with Product, Engineering, and Compliance teams to optimize product usability and resolve customer pain points. Incident Management: Lead the response and recovery activities for critical incidents, managing the lifecycle from detection through resolution. Coordinate with cross-functional teams to minimize service disruptions and ensure efficient incident resolution. Customer Experience Strategy Development: Develop and implement initiatives to improve the customer experience across all touchpoints and channels. Collaborate with cross-functional teams (e.g., Product, Sales, Marketing) to address customer pain points and enhance processes. Product Improvement and Bug Analysis: Analyze customer-reported bugs and collaborate with the tech team to ensure timely resolution. Gather product feedback from CX channels and contribute to roadmap prioritization with actionable insights. Customer Satisfaction and Experience Metrics: Monitor, track, and report on key customer satisfaction and experience metrics (e.g., NPS, CSAT). Regularly assess and present actionable insights to improve performance across these metrics. Industry Best Practices: Stay up-to-date on the latest trends, tools, and best practices in customer experience management. Proactively apply industry insights to refine strategies and enhance service quality . Key Requirements: Bachelors degree in Business, Finance, or a related field. Minimum of 5 years of experience in customer experience management, incident management, or a related role. Strong understanding of customer experience principles and incident management processes. Excellent communication and interpersonal skills. Proficiency in Incident Response Management (IRM) software and AI tools. Proven ability to analyze data and translate insights into actionable strategies. Experience collaborating with cross-functional teams to drive process improvements. Ability to manage multiple tasks and projects simultaneously in a fast-paced environment. The role requires flexibility to work during night and/or weekends What we offer Uncapped flexible annual leave. Hybrid work arrangement. Training subsidy for your professional growth. Wellness benefit. Team bonding budget to foster collaboration and sense of belonging. Flexibility to work from anywhere (for up to 90 days per annum). Culture is Key: We always strive to cultivate a special culture that brings special talents together - You can learn more about our culture on our careers site and LinkedIn Life page . Equal Opportunity Statement Aspire is an equal opportunity employer and is committed to providing equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic as outlined by applicable laws. Please note: by submitting your application, you acknowledge that you have read and understood Aspire s Data Protection Policy for Employees, Freelancers, Contractors and Job Applicants (the Policy ) , and consent to the collection, use and disclosure of your personal data by Aspire for the purposes set out in the Policy. You may withdraw consent for such collection, use and disclosure, and make an access or correction request in respect of your personal data, in accordance with the Policy by emailing people@aspireapp.com .

As an employee at Thomson Reuters, you will play a role in shaping and leading the global knowledge economy. Our technology drives global markets and helps professionals around the world make decisions that matter. As the world s leading provider of intelligent information, we want your unique perspective to create the solutions that advance our business and your career. Our Service Management function is transforming into a truly global, data and standards-driven organization, employing best-in-class tools and practices across all disciplines of Technology Operations. This will drive ever-greater stability and consistency of service across the technology estate as we drive towards optimal Customer and Employee experience. About the Role Deliver reliable 24x5 infrastructure and application operations according to business expectations across the application portfolio. Partner with application development teams to deliver operational readiness for new applications and features. Collaborate with stakeholders such as business teams, product owners, and project management in defining roadmaps for applications and processes. Drive continual service improvement and innovation in productivity, software quality, and reliability, including meeting/exceeding SLAs. About You You re a fit for the role if your background includes: 3+ Years of experience in software development and/or technology infrastructure on Boomi. Boomi is a mandatory API and web services and AWS is good to have Experience in boomi incident management with MQ Experience in supporting applications built on modern application architecture Boomi and cloud infrastructure, Javascript frameworks and Libraries, HTML/CSS/JS, Node.JS, TypeScript, jQuery, Docker, AWS/Azure. Broad understanding of the technologies used to build and operate distributed application systems including experience managing data center systems/infrastructure. Proven track record of success driving projects and initiatives even with ambiguous details provided. ITIL Certification preferred. #LI-SS5 What s in it For You Hybrid Work Model: We ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected. Flexibility Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance. Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future. Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing. Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together. Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives. Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world. About Us Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news. We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound excitingJoin us and help shape the industries that move society forward. As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace. We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here . Learn more on how to protect yourself from fraudulent job postings here . More information about Thomson Reuters can be found on thomsonreuters.com.

Overview Hyland Software is widely known as a great company to work for and a great company to do business with. Being a leader in providing software solution for managing content, processes, and cases for organizations across the globe we enabled more than 20,000 organizations to digitalize their workplaces and transform their operations. Currently we are looking for the position of DevOps Engineer 2 As part of our hiring plan to establish a new Ops Readiness team , we are looking for a hands-on and proactive DevOps Engineer 2 . This role focuses on enabling operational excellence across engineering teams through automation, CI/CD best practices, and platform reliability. You will work with modern DevOps tooling, especially in Kubernetes (EKS) and cloud-native environments to help teams ship confidently and own their production environments. This is a great opportunity for someone with 7+ years of experience who wants to drive meaningful improvements across CI/CD, infrastructure-as-code, monitoring, and deployment strategies. What you will be doing Team Objectives Ops Readiness The Ops Readiness team will play a strategic role in: Bridging the gap with other interal operations team , aligning on operational tooling and practices Providing hands-on support for strategic initiatives , ensuring reliability and scalability Driving complex operational initiatives , including resilience, observability, and incident management Fostering a DevOps culture , helping product teams build confidence and ownership in production systems Position Responsibilities Build and maintain CI/CD pipelines that support frequent, reliable delivery of applications Automate infrastructure provisioning using tools like Terraform and CloudFormation Deploy and manage Kubernetes (EKS) clusters and containerized services Implement and improve monitoring, alerting, and logging systems to ensure high availability and visibility Collaborate with cross-functional teams to develop deployment strategies , troubleshoot issues, and support product delivery Participate in incident response , root cause analysis, and postmortem documentation Maintain internal documentation and operational runbooks for deployed environments Support and contribute to platform improvements related to performance , security , and cost optimization Assist with upgrades, configurations, and integration of automation into development workflows Stay current on DevOps best practices and advocate for their adoption within the team Participate in technical discussions, design reviews, and knowledge sharing What will make you successful Bachelors degree in Computer Science or related field. 4+ years of experience in DevOps, Site Reliability Engineering, or related infrastructure roles Solid hands-on experience with Kubernetes (EKS preferred) and container orchestration tools AWS services Proficiency with CI/CD tooling (e.g., GitHub Actions, Jenkins, GitLab CI/CD, ArgoCD) Strong scripting skills (e.g., Bash , Python, or similar) Experience with Infrastructure as Code tools such as Terraform or AWS CloudFormation Familiarity with Linux and/or Windows system administration Experience managing cloud infrastructure in AWS or similar platforms Exposure to configuration management tools (e.g., Ansible, Puppet, Chef) Experience supporting enterprise web applications and troubleshooting production issues Strong communication and documentation skills; able to work across teams and disciplines Highly organized, resourceful, and able to manage multiple priorities Or an equivalent combination of education and experience sufficient to perform the duties of the role Competencies Action Oriented Collaborates Communicates Effectively Customer Focus Ensures Accountability Instills Trust Nimble Learning Optimizes Work Processes Manages Complexity Hyland s Offering We re proud of our culture and take employee engagement seriously. By listening to employees feedback, we re able to provide meaningful benefits and programs to our workforce. Learning Development - development budget (used for certifications, conferences etc..), tuition assistance program, 4,000+ self-paced online courses, instructor-led webinars, mentorship programs, structured on-boarding experience full of trainings, dedicated Learning Development department supporting our employees. RD focus cutting edge technologies, constant modernization efforts, dynamic and innovative environment, dedicated RD Education Services department to help you grow. Work-life balance culture flexible work environment and working hours (we are working in task-based system!), possibility to work from home, we value trust, and we believe efficiency does not depend on your actual location, however we would like to spend time together in the office! Well-being - private medical healthcare, life insurance, gym reimbursement, psychologist dietician consultation, wellness manager care, constant wellbeing programs Community Engagement Volunteer time off (12h/year), Hylanders for Hylanders relief found, Mission fit giving, Dolars-for-doers matching gift programs. Diversity Inclusion employee resource groups, inclusion benefits and policies Niceties Events snacks and beverages, employee referral program, birthday, baby gifts, constant incentives, and employee programs If you would like to join the company where honesty, integrity and fairness lie in the bottom of values, where people are truly passionate about technology and dedicated to their work connect with us! We are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, gender identity or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

Lead and manage SAP implementation projects across various modules. Conduct business process analysis and design tailored SAP solutions. Configure, customize, and optimize SAP functionalities per business requirements. Collaborate with cross-functional teams for seamless system integration. Provide expert guidance on SAP best practices and industry standards. Perform testing, troubleshooting, and support post-implementation. Train and mentor internal teams on SAP processes. Locations:: Bangalore/ Kolkata/ Pune/ Hyderabad/Chennai/ Bhuvaneswar/Delhi/Gurgaon Only profiles with a minimum of 7 years of experience will be considered; any profile with less than 5 years will be strictly excluded. Candidates must have completed at least one end-to-end HANA implementation. NO end-user support profiles Skill Required Skill SAP EWM - Extended Warehouse Management EWM-QM integration, Cartonization, PPF, EWM-PP Integration Hyderabad Bangalore locations only Shift Timings: 4 pm to 1:30 am, after March 3pm to 12:30 am SAP Financial Accounting Controlling Nigh Shift, Idoc, 1-2 E2E S4 HANA implementation, Enhancement, Night shift SAP MM - Materials Management 10+ years relevant exp, 1-2 E2E S4 HANA Implementations, Enhancements, Interfaces, fiori,Idocs SAP Fieldglass Implementation, Incident Management, User Support SAP SD - Sales and Distribution Night Shift. 1-2 E2E S4 HANA Implementation, Idocs, Fiori Interfaces hands on, integration exp with FI MM SAP Financial Accounting Controlling Idocs, 2 E2E S4 HANA implementation, Enhancement, Fiori SAP PI PO Integration Migration PI/PO SAP Successfactor WFP A BIRT SAP Concur Concur- Travel and Expense SAP Successfactor PMGM with SP and CDP PMGM with SP and CDP SAP Successfactor Comp Variable Pay Compsensation Variable Pay SAP HANA Cloud Integration SAP Cloud Connector and CPI cockpit, Java, Groovy, HANA Cloud Int (HCI), CPI SAP BASIS S/4HANA upgrades and downtime optimization, SAP Disaster Recovery setup,SAP BTP platform. Active life cycle management tools like SAP CloudAlm and Solution Manager Good to have SAP Security and GRC experience. Implemenataion, Sap, Hana

The Customer Engagement Manager (CEM) is responsible for E2E customer engagement and delivery of contractual agreement and services for SAP Cloud Customers of SAP Enterprise Cloud Services, mainly focusing on SAP S/4HANA, private cloud edition deliverables. What you'll do The CEM oversees the customer lifecycle from the moment of contract signing, particularly customer onboarding, continuous service delivery, release and maintenance project initiation, change management, and renewal support for a range of customers. The CEM is also expected to maintain customer satisfaction through issue mitigation and escalation management and helping customers maximize the value of their partnership with SAP. The CEM manages a variety of technical and engagement aspects during the various phases of a range of customer s lifecycle. They will work in seamless collaboration with Project Leads (PL) and SAP Enterprise Cloud Services internal delivery teams for the committed scope of delivery throughout the customer engagement lifecycle. This role also provides expert support in operations and facilitates the service lifecycle. Key tasks comprise the following: Supports sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services Initiates digital service kick-off for customers Ensures periodic service reviews to track the service quality across a range of customers Contributes to onboarding/transitioning customers to ECS Orchestrates the overall service/project delivery according to planned scope, budget, and milestones Supports in de-escalations of critical customer situations Supports critical customer situations in conjunction with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams and SAP Product Support, as applicable Executes technical feasibility studies/solution reviews (if applicable) Contributes to customer release and maintenance activities Supports customers on technical requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement Executes and supports problem management and continuous improvement Support customer satisfaction surveys Reviews SLA service credit cases Supports commercial change requests Contributes to the liaison with different SAP stakeholders, esp. Virtual customer success partner involved in the accounts, to ensure customer success Supports in reviewing account status and analyzing if the account needs to be transitioned to another team, based on growth in volume or complexity of the account over time. What you'll bring 5 - 7 years of work experience as SAP technical consultant with 2+ years in a customer-facing role (consulting, IT support, IT services, etc) Hands on experience with SAP Basis activities, SAP release upgrades, and infrastructure updates for cloud customers Technical and application expertise for different cloud solutions (min. HEC & S/4HANA) Must have exposure to SAP Basis, SAP S/4 HANA, Azure/ AWS (in context of SAP Green Field and Brown Field Customers) Excellent customer focus / Networking / Relationship Building /Results-driven / Self-organized / Decision making An individual in this role is expected to deliver Effective customer communication using digital mediums to achieve high customer satisfaction. Strong knowledge of IT Service Management, SAP Basis, and SAP Application Good understanding of ECSs operations infrastructure, processes, and automation tools like SPC, TIC, etc is a plus Knowledge of Project Management Fundamentals, ITIL, Lean Fundamentals is a plus Cloud architecture and IT technical infrastructure know-how Understanding of escalation handling and procedures Experience in working with cross-cultural and cross-functional teams or individuals Proficiency in English (Written and verbal)

We are looking for a ServiceNow Developer to join our team and help us to developing and handle ITSM Products and Other Core Modules of the platform like SecOps and IRM in ServiceNow of UBS work as L3 and perform development in ServiceNow Platform with Agile methodology providing solutions and performing development for different ServiceNow Platform Applications with ensuring that technical solutions and development adheres to de-fined elite standards to improve the customer experience and minimize impact on the support teams identify solutions for identified issues during development via open-source community, liaising with vendor, and collaborating with engineers. develop using best practices and standards; write code with performance in mind and drive automation wherever possible propose alternative solutions to a problem whilst working collaboratively with other team members design and develop solutions with self-service in mind You will join the Service Management Technology and Platform crew in Technology Inventories Data & Reporting Services alongside 400 colleagues globally. TIDRS offers a best-in-class and cost-effective Service Management Technology, IT Asset Management, and Data Platform Service for the global bank. Service Management Technology and Platform is responsible for delivery of Service Management requirements for all platform-based capabilities and delivery of consistent and high-quality solution engineering services according to organizational needs. ideally 4-7 years of relevant ServiceNow Development experience in-depth understanding of the ITIL framework experience Enterprise Operational Tools/Processes (Incident management Problem, Change management, Knowledge management etc) experience working with Business Rules, Client Scripts, UI pages, UI Actions, Script Includes, ACL, UI Script and other major components of ServiceNow Development, which also includes development of Scoped Application in ServiceNow Platform proficient in Java script and hands on technical expertise in ServiceNow Integration with 3rd Party applications experience of Test Driven development with knowledge of ServiceNow Automated Testing Framework strong Technical background in building scalable, complex solutions in ServiceNow

Manage and execute the Incident Management process in a consistent and compliant manner to allow for prompt restoration of service for multi-user issues. Manage and execute the Problem Management process to ensure root cause is identified and remediated Ensure data integrity in systems of record to ensure issues are captured accurately Support Change management process This role is responsible for adherence to policies and procedures as we'll as performance expectations and is counted on to recommend and contribute to process improvements JOB FUNCTIONS AND RESPONSIBILITIES Incident Management Act as point of contact for all Major Incidents Take full ownership and accountability for the Incident Management process Determine what resources and expertise are required to resolve the major incidents and engage the teams using the set protocol Work towards quick recovery of incidents by bridging gaps between technical tracks Responsible to restore normal service operation as quickly as possible to minimize the impact to business operations Accountable for global service management, timely communication & escalation to right stakeholders Communicate progress in a timely manner and manage Business expectations during the crisis Responsible for service management tools to efficiently manage the IT environment and business services Ensure post review of exception changes to evaluate if the change addressed a real or a perceived exception condition Being proactive in picking up shift left activities from various tracks to help reduce the MTTR Support functions and Global Technology Infrastructure Services teams Problem Management Accountable for reducing recurring incidents and identifying underlying causes of IT incidents through problem management Use specific information from driving major incidents to drive technical teams to stronger RCAs and corrective actions Work on proactive problem management - ticket reduction, process enhancements Review and evaluate Problem Management records in progress Establish and govern the proactive element with a goal of identifying and capture preventative actions via a robust problem management process through resolution and root cause Facilitate root cause analysis discussion through scheduled meetings Update problem record with status of review and follow up on outstanding Improve overall service which will reduce the frequency of repeated incidents Explore opportunities for maximizing IT Service to achieve full efficiency and ROI from company resources bachelors degree is preferred EDUCATION / EXPERIENCE To perform this job successfully, an individual must have the following education and/or experience: Required: Financial and/or Mortgage industry expertise preferred Accreditation/Certification in ITIL service management framework a plus 7 or 8 years of previous IT Service Management experience required Personable and enjoy interacting with others Familiar with fundamental principles of ITIL and SLAs preferred Good problem-solving skills; Ability to visualize a problem or situation and think abstractly to solve it Familiar with multiple aspects of Enterprise technology from end to end Exceptional written and oral communication skills, with strong ability to log tickets that tell the complete story Exceptional interpersonal skills, with a keep ability to listen and question Fluent English skills Experience dealing with customers during issue resolution and operating under pressure Excellent communication skill to drive routine communication of status to senior management and customer . KNOWLEDGE, SKILLS, AND ABILITIES Strong communication skills: verbal, written, facilitation Technical understanding with ability to communicate technical impact, technical solutions, root cause and corrective actions into business language Strong ability to work in an ambiguous, changing environment Strong ability to work under pressure and tight deadlines Technical understanding with ability to translate into business concepts Solid understanding of the organization s business and how IT contributes to it Willingness to work in shifts and on weekends(24/7 support environment) Knowledge of technology in terms of servers, infrastructure etc would be an added advantage AWS certification will be added advantage Strong technical knowledge that is current in todays IT service management arena Customer focus, leadership and collaboration WORK SCHEDULE OR TRAVEL REQUIREMENTS (Only add if needed) 24 X 7 Environment, rotational shifts.

As a Senior Technical Account Manager (TAM) at Imperva (Thales s Cybersecurity & Digital Identit y (CDI) Business unit), you will partner with enterprise customers leveraging Data Security product suite to ensure successful implementation and maximize return on investment. Through a white-glove experience, you will provide strategic guidance, proactive mentorship, and best practices, ensuring customer success and accelerated security maturity. You will be responsible for customer education, process adherence, technical advisory, and strategic planning, acting as a trusted advisor to key stakeholders, including CISOs, security architects, and compliance officers. Your expertise in data security, compliance frameworks, and industry best practices will be instrumental in supporting customers in meeting their security objectives. Key Responsibilities: Customer Success & Enablement: Serve as the primary technical advisor, helping customers navigate their data security journey. Conduct regular health checks and service reviews to optimize system performance and enhance security posture. Lead Executive Business Reviews (EBRs) to discuss security posture, risk management, and future roadmap planning. Improve CSAT response rate, ensuring 100% feedback survey completion for all engagements. Deliver at least one enablement session per customer or quarterly community webinar to educate customers on best practices and new features Process Adherence & Compliance: Ensure timely logging of customer interactions, configurations, and escalations. Maintain up-to-date customer contacts and weekly reports for all accounts. Track and log work hours in the time management system to ensure compliance with bi-weekly reporting requirements. Support customers during security audits and compliance assessments, aligning security strategies with regulations (eg, GDPR, HIPAA, PCI DSS, ISO 27001, NIST) Technical Expertise & Incident Management : Act as the technical escalation point for security incidents, breaches, and vulnerabilities, working closely with internal security teams and customer stakeholders. Analyze case trends to accelerate issue resolution and drive product enhancements based on real[1]world customer feedback. Provide feedback to Product and Engineering teams to influence new features and product development. Conduct training sessions, workshops, and documentation reviews to educate customers on database security technologies. Strategic Planning & Industry Knowledge Enhancement Develop and maintain tailored security roadmaps aligned with customer objectives. Stay ahead of emerging security threats, industry trends, and compliance requirements. Support new hire training programs by contributing to employee onboarding and technical enablement plans. Required Technical Qualifications: bachelors degree in computer science, Information Security, or a related field (or equivalent experience). 6+ years of experience in technical account management, database security, or information security. Expertise in database security technologies, including data encryption, access management, and threat detection tools. Strong knowledge of security frameworks and compliance standards (eg, NIST, ISO 27001, GDPR, HIPAA, PCI DSS, CCPA). Familiarity with SIEM, EDR, DLP, IAM, CASB, UEBA, and other security technologies. Strong understanding of cloud security environments (AWS, Azure, GCP). Strong stakeholder management and executive communication skills to engage technical and non-technical audiences. Strong problem-solving and analytical skills with the ability to manage multiple customer accounts. Industry certifications (CISSP, CISM, CEH, CCSP, etc) are a big plus

Key Responsibilities - Taking inbound emails/calls/tickets from users with technical IT issues (software & hardware) with the view to resolve at first contact by providing a high level of customer service. Responsible and accountable for the tracking of incidents and requests from initial identification through to resolution, ensuring that appropriate categories for logging and escalating incidents and requests are used. Interact with users to resolve IT related issues and provide IT Support in a timely manner in line with company SLA s. Provide end-user IT support for internal RWS employees, ensuring that the end-to end customer experience is positive, consistent, and high quality. Manage Service Centre tickets to ensure all cases are dealt with on time; end user support may be provided face to face, via phone, email, or MS TEAMS. Performing basic and intermediate level technical troubleshooting for issues/problems as per the scope defined. Asking the customers targeted questions to quickly understand the root of the problem and escalating promptly if required. Keeping track of the issues through to resolution (if the issue can be resolved within the scope of the 1st Level), within agreed time limits. Escalate complex incidents to appropriate 2nd line or 3rd line support members in line with company processes to ensure customer demands are met. Provide support for Windows operating system and software installations and upgrades using SCCM. Troubleshoot environments including VMware vCenter, Windows Server, EMC SAN storage and backup technologies. Responsible for planning and organizing daily workload. This includes prioritizing service calls and adjusting work plans to support high priority calls to meet operational requirements. The types of support provided will include the use of remote-control software and email or phone call or chat support to RWS s pan Global user base. Responsible for the management of all issues assigned to them through the Service Centre incident management system. Ensuring that the status and history of issues are monitored, updated and closed on completion. Responsible for ensuring that all policies and procedures are followed and propose changes to support processes to improve the quality of service. Escalate complex incidents to appropriate 2nd line or 3rd line support members in line with company processes to ensure customer demands are met. Following security processes in line with company processes and regulations. Follow procedures, maintain documentation and standards, and collate and submit asset information as required. Gathering and documenting as much information as possible for the escalation teams to perform advanced investigation on the issue. Collaborate with other Global IT teams like Business Applications, etc., when the resolution of the reported IT issues is dependent on the change or fix which is to be implemented on application side. As part of continued development, the role will require ad-hoc project work to be carried out. Skills & Experience - Bachelor s degree in science or computers 2-3 years experience within an IT support environment At least 1year experience of working as Citrix support. The ideal candidate should possess the working knowledge and hands-on experience on the following technical areas: Windows Server 2008/2012/2016 Citrix Microsoft Office, Active directory Microsoft Office 365 Admin experience Windows Desktop 10 Microsoft Exchange Basic Networking protocols TCP/IP Basic understanding of Citrix and remote workspace solutions Antivirus technologies Internet technologies (WWW \ FTP \ EMAIL \ TCP\IP \ VPN Expertise across multiple ITSM toolsets Proven expertise in reducing call volumes through trending and service improvement. Previous experience working within a customer-focused environment is essential. Strong fault-finding skills, combined with the ability to guide people remotely through IT systems to gather pertinent information. Good verbal and written communication skills (English) Excellent email/telephone manner and good interpersonal skills PC literate with working knowledge of using Email and Microsoft packages. Willingness to work in shift-based schedule. Desirable - Foundation Certificate in ITIL Logical and methodical approach to working. Knowledge of Mac OSX Knowledge of ITIL Knowledge of scripting in PowerShell, batch files or VBScripts, Virtualization (Hyper-V, VMware) Personal Aspects - Customer-focused approach to dealing with service and incident requests. Ability to work effectively with various types of end-users. Ability to work under pressure efficiently. Ability to multi-task, prioritize and manage workload. Self-motivated and self-reliant with the ability to work independently. Excellent attention to detail and be pro-active, hardworking, and patient. Ability to excel both independently as well as part of a team. Professional punctual, reliable, trustworthy, inspires confidence. Applicants should have willingness toward self-improvement and continuous learning.

Tech Mahindra Ltd. is looking for GSD - 002-Service Desk Analyst to join our dynamic team and embark on a rewarding career journey. A Service Desk Analyst is a customer service professional responsible for providing technical support and assistance to end-users. The job responsibilities of a Service Desk Analyst may include : 1. Answering phone calls, emails, and chats from end-users, and logging technical issues and service requests in a helpdesk system. 2. Providing technical support and troubleshooting assistance to end-users, resolving issues or escalating to higher-level support personnel as needed. 3. Performing remote diagnostic tests and providing guidance on how to fix common technical problems. 4. Documenting troubleshooting steps, incident details, and resolutions in a helpdesk ticketing system. 5. Installing, configuring, and maintaining hardware and software applications for end-users. 6. Identifying and communicating trends in support requests to help improve the efficiency and effectiveness of the helpdesk function.

Actisure Technical Support Senior Analyst- GIH Career Band: 3 Position: Technical Support Senior Analyst Role Overview We are seeking a dedicated and skilled Technical Support Analyst to join our team. In this role, you will provide critical support for our Policy Administration System, Actisure. Our Actisure Policy Admin System is used in worldwide locations. This must be maintained so that there is no disruption to Operational Business Processes. Develop recommendations for actions to be taken to resolve issues and improve the system configuration and carry out and work with other IT teams to deliver projects for GIH. You will be responsible for monitoring, maintaining, and troubleshooting incidents, requests and changes required by the business ensuring smooth and efficient operations, particularly during overnight batch processes. The role involves working in an AGILE environment and collaborating with teams across the globe. You will also be responsible for delivering projects and adhering to tight deadlines and close collaboration with other teams. Main Duties / Responsibilities Control and manage the configuration of Actisure and across environments Liaise with partner departments and fulfil their set up requirements Document and maintain configuration processes Assist and provide advice for testing functionality/process changes Advise staff/departments of new processes (provide training where necessary) Document New Processes Assist in resolution of production support issues via Service Now Escalate issue to Third Party where necessary via Partner ticketing system Investigate systems ability to administer new products/processes/business requirements Set Up, Control and manage Batch Jobs Take part in business projects where Actisure is an integral part Create and Maintain Actisure Output documents Acceptance and User Acceptance testing for Actisure releases Investigate Integration issues from Actisure to Other Platforms Pricing Reviews - Update Actisure twice yearly and investigate pricing anomalies Create/Run queries in SQLfor reporting/troubleshooting Attend and Participate in Daily Stand Up, Retrospective meetings and PI Planning Events Keep User Stories and Tasks updated in JIRA Use ADO to promote Actisure Releases through Environments from DEV to Production Understand Security Roles in Actisure Experience Required Three to five years work experience with an analytical background Planning, organisation and problem-solving skills are essential Incident Management Experience. Be proficient in the use of a range of PC applications including Work and Excel. Ability to work to tight deadlines SQL Azure Dev Ops JIRA Knowledge of expatriate healthcare products, procedures and systems would be beneficial PowerShell not required but would be beneficial Education Required Higher in Mathematics and English or reasonable equivalent is preferred Solid work experience in a financial services/insurance industry Skills Business Acumen Conflict Management Creativity Cross Cultural Agility Perseverance Managing Through Systems Ability to prioritise activities and meet deadlines Ability to understand overall perspective while attentive to detail Ability to work on own initiative without close supervision Good logical and problem-solving skills Curiosity and imagination Ability to work in a team Strong task management skills

Your Mission as SRE Manager As an SRE manager, you are responsible for the availability and reliability of Calix s cloud. At Calix, Site Reliability Engineering combines software and systems engineering to build and run large-scale, distributed, fault-tolerant systems. You would be responsible for leading a team of Site Reliability Engineers, overseeing the reliability, scalability, and maintainability of Calixs critical infrastructure, including building and maintaining automation tools, managing on-call rotations, collaborating with development teams, and ensuring systems meet service level objectives (SLOs), all while prioritizing continuous improvement and a strong focus on infrastructure health and stability within the Calix platform, leveraging tools like Terraform, observability frameworks from the Grafana Labs ecosystem, and Google Cloud Platform. Key Responsibilities SRE Leadership: Manage and mentor a team of SREs, managing weekly sprints, providing technical guidance, fostering a collaborative environment to achieve team goals, and focusing on building a culture of high performance. Collaborate with your peers in Platform Engineering and Application Development to ensure the reliability of what gets deployed to production. This is a hands-on roll that requires coding, code reviews, and strong technical guidance. Monitoring and Alerting: Utilize monitoring systems to proactively identify potential issues and act on them immediately before they become disruptive. Eliminate red blindness and ensure high fidelity, actionable alerts by adhering to best practices for alert implementations and thresholds. Continually optimize for better observability and actionable alerting. Reliability Engineering: Build a culture of reliability by collaborating with Platform Engineering and Application Development teams at design time on through to implementation and test. Enforce reliability and resilience by ensuring systems are built to be HA through proper design, code reviews, and rigorous testing of modes of failure. Performance and Scalability Optimization: Identify bottlenecks using profilers and distributed tracing frameworks. Implement performance improvements across Calixs infrastructure. Work cross-functionally with development teams to guide them toward better performance, scalability, and cost efficiency. Capacity Planning: Proactively monitor system performance and capacity, identifying potential bottlenecks and scaling systems as needed. At Calix, we are constantly growing, making sure that we are scaling appropriately is an area of constant focus. Automation Development: Drive the development and implementation of automation tools to streamline operations, including deployment pipelines, monitoring, and self-healing mechanisms. Incident Management: Participate in an on-call incident manager rotation. Lead incident response, drive root cause analysis, hold blameless post-mortem reviews, and work cross-functionally to implement corrective and preventative actions. Ensure that incidents never repeat. Implement and Enforce SLI s/SLO s: Ensure that all service endpoints and critical user journeys are monitored, visualized, have alerts, and have associated SLO s. Work closely with development teams, product owners, and other stakeholders to ensure alignment and enforcement of SLO s and error budgets. On-Call Management: Establish and manage on-call rotations for the SRE team, ensuring timely response and resolution to system alerts and incidents. You will blend skills and experience levels to ensure a well-rounded team of responders capable of handling a diverse range of production issues. Clearly define the duties of on-call staff. This includes outlining their responsibilities for monitoring alerts, maintaining playbooks, eliminating toil, handover protocols, troubleshooting incidents, escalating issues, and collaborating with other teams. Qualifications: Strong experience as an SRE manager with a proven track record of managing large-scale, highly available systems. Expertise in cloud computing platforms (preferably Google Cloud Platform). Knowledge of core operating system principles, networking fundamentals, and systems management. Programming skills in languages like Python and Go. Proven experience building and leading SRE teams, including hiring, coaching, and performance management. Deep understanding and expertise in building and maintaining scalable open-source monitoring tools and backend storage. Experience with incident management processes and best practices. Excellent communication and collaboration skills to work with cross-functional teams. Knowledge of SRE principles, including error budgets, fault analysis, and reliability engineering concepts. Education: B.S. or M.S. in Computer Science or equivalent field.

Required Skills Technology | Infrastructure Monitoring Tool - Nagios Technology | Infrastructure Monitoring Tool - Nexthink, Splunk and Systrack Domain | IT in Banking | Customer Support Behavioral | Aptitude | Communication Education Qualification : Any Graduate (Engineering / Science) Certification Mandatory / Desirable : Technology | NMC/NCP/SECA/STA As the IT Monitoring Tools Manager, you will lead a team responsible for the effective design, configuration, optimization, and management of various monitoring solutions, including Nexthink, Systrack. You will collaborate with internal teams and stakeholders to ensure the reliability and security of our IT infrastructure. Key Responsibilities: 1. Strategic Planning: - Develop and implement a strategic vision for the selection, deployment, and management of monitoring tools, including Nexthink, Systrack. that align with the organization s goals and objectives. - Collaborate with IT and business stakeholders to understand requirements and develop monitoring strategies. 2. Team Leadership: - Lead and manage a team of administrators and engineers responsible for different monitoring solutions. - Provide guidance, mentoring, and professional development to the team. 3. Monitoring Tools Management: - Oversee the selection, deployment, configuration, and optimization of monitoring tools, including Nexthink, Systrack. - Ensure proper integration of monitoring tools with other IT infrastructure components. 4. Incident Response and Resolution: - Establish incident management processes and workflows to efficiently respond to alerts and incidents identified by the monitoring tools. - Lead the resolution of complex incidents, working closely with the team and other stakeholders. 5. Performance Optimization: - Drive the performance optimization of monitoring tools to enhance their efficiency, accuracy, and reliability. - Implement best practices and enhancements to improve alerting, data analysis, and reporting. 6. Vendor and Budget Management: - Manage relationships with monitoring tool vendors and technology partners. - Create and manage budgets for monitoring tool licenses, hardware, and support agreements. 7. Documentation and Reporting: - Maintain comprehensive documentation of monitoring tool configurations, changes, and best practices. - Create

Job Title: Senior Manager - Global Hosting Services Career Level: E Introduction to role: Are you ready to disrupt an industry and change lives? As a Senior Manager in Global Hosting Services, youll be strategically positioned within Enterprise Technology Service - GHS Operations to support centralized infrastructure services for business functions. This role is crucial in aligning with the Global IT strategy, focusing on Compute, Database, Middleware, Storage, and Backup Technologies. Youll be responsible for making reactive and proactive configuration changes to minimize operational disruptions, ensuring that identity and access control best practices are followed to prevent unintended access or production changes. Your mission is to lead a support team that swiftly resolves technical issues, minimizing service disruptions and ensuring smooth BAU Support services. Accountabilities: Collaborate with remote team members to build and maintain positive, productive team relationships. Maintain awareness of all outstanding in scope services pre- and post-delivery issues and provide status to leadership team. Provide accurate reports and metrics to company management on the status and budget of ongoing projects and agreements. Focus on improving customer service experience & create action plans for engaging cross-functional teams and facilitate organic growth. Take ownership of the infrastructure services service level agreements between service provider and AZ. Review the detailed parameters of the services & enable service quality. Manage the onboarding of Technology Services & Tasks release into BAU, govern the respective product line RACI for consistent service delivery. Ensure that risks are identified, communicated, and mitigated and that services and BAU run smoothly. Collaborate with cross-functional Application teams to assist Service support in BAU. Develop use cases into high-quality solutions in your specialist area. Develop positive relationships with teams involved in the downstream technical processes. Supervise IT services team to support and maintain IT infrastructure within agreeable service level agreements. Analyze existing IT systems and provide improved solutions. Communicate, influence, and work with stakeholders including ETS operations team to align with processes and coordinate to deliver infrastructure strategy of AZ IT. Develop & maintain the infrastructure catalogue for BAU support across providers. Show consistent aspiration to challenge the status quo and improve customer satisfaction. Understand the technical challenges, incident chronology, communicate timely and consistently on incident management process. Perform root cause analysis of infrastructure problems and develop resolution plans. Produce weekly and monthly summary management reports on technical support tickets. Manage prioritization, escalation, and resolution of support incidents to the respective infrastructure support team. Ensure that risks are identified, communicated, and mitigated and that services and BAU run smoothly. Attend technical meetings and coordinate with other functions within ETS Operations regarding implementation of new programs, problem resolution, and LEAN initiatives. 24x7 Support availability for critical incidents and requests based on demand. Essential Skills/Experience: Understanding of infra architecture concepts for resources like compute, storage, database, networking, load balancing, security, Kubernetes Analytical and problem-solving skills Ability to prioritize and multi-task to achieve competing goals and target dates Able to articulate technical issues in terms of business risk and opportunity 24x7 Support for critical incidents on the service scope area and BCP readiness whenever required to support across GTC s Bachelor/Master s degree in computer science or IT with 12+ years of experience. In-depth or working knowledge on Technical Services Masters in business administration is advantageous Microsoft, Linux, Citrix, Database Certification is preferred Adaptable and progressive learner with the ability to explain complex technical concepts to a variety of audiences Ability to work independently and work collaboratively in a team environment Desirable Skills/Experience: The ability to make important decisions in a fast-paced environment Great interpersonal and communication skills Excellent time management and teamwork skills Ability to work effectively in a matrix organization is essential Experience and ability to work in shifts on rotational basis covering 24*7 support Lean & Six Sigma Skills Hybrid IT setup awareness Infrastructure Service Support Creating a great workplace environment with a culture of learning and continuous improvement through coaching, mentoring, and developing skills An active listener with excellent and confident communications and interpersonal skills with an ability to read complex customer situations and adapt as needed Able to negotiate and resolve conflicting priorities and to influence leadership teams

> Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Deliver NoPerformance ParameterMeasure1.100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails Mandatory Skills: ITIL Incident Mgmt. Experience: 1-3 Years.