2295 Incident Management Jobs - Page 5

Professional & Technical Skills: - Must To Have Skills: Proficiency in Incident Management. - Strong understanding of SQL, Kafka, API, Unix technologies. -Strong understanding in Control M" OR "CTRL+M

Application Support Analyst PPC/ASA/1330391 ISD Head Office Posted On 16 Apr 2025 End Date 31 May 2025 Required Experience 1 - 2 years ShareApply Basic Section No. Of Openings 1 Designation Grade Executive M10 Freshers/Experience Experience Employee Bonus Regular Organisational GPCOMP Pon Pure Chemicals Group Company Name Pon Pure Chemical India Private Limited Department ISD Country India State Tamil Nadu Region Chennai Branch Head Office Skills Skill ASP.Net SQL Server Minimum Qualification MCA CERTIFICATION No data available Working Language No data available About The Role 1) Will be supporting the CRM and Mobile Application 2) Ensure issues/service requests raised are addressed within SLA 3) Root Cause Analysis for repetitive issue 4) Project Support for Testing

Desired Candidate Profile 3-5 years of experience in application support or similar role. Proficiency in ServiceNow platform for managing incidents and requests. The Support Analyst ensures smooth functioning and resolution of all IT and application issues reported within the assigned tribe. This includes: Incident Management : Responding to, tracking, and resolving incidents in a timely manner, using ServiceNow or other designated tools. Collaborative Resolution : Coordinating with developers and other teams to address and resolve complex technical issues. Stakeholder Communication : Ensuring clear and concise communication with business stakeholders, mirroring the skills of a Business Analyst to capture and understand technical requirements. Service Management : Applying strong knowledge of Incident and Service Management processes to maintain high standards in issue resolution. Application Proficiency : Demonstrating the ability to quickly learn and adapt to new applications and their functionalities to resolve issues effectively. Process Optimization : Identifying opportunities to improve response times and prevent recurring issues. Documentation and Reporting : Ensuring all incident reports are accurately documented and maintaining records for analysis and reporting. Skill Development : Maintaining up-to-date knowledge of service management best practices and supporting recruitment and development of incident management professionals as needed Role Specific Experience : 4+ years in incident management, with hands-on experience using ServiceNow or similar platforms. Skills : Strong understanding of Incident and Service Management processes. Familiarity with ITIL framework (certification is an added advantage). Excellent interpersonal and communication skills to engage effectively with business stakeholders. Strong problem-solving abilities and proactive in issue identification. Customer service mindset with good customer handling skills. Ability to work independently and as part of a team. Flexibility in work hours, including the ability to start early when required. Ability to learn new applications, understand their functionality, and apply this knowledge to resolve technical issues effectively. Special Considerations : Knowledge of IT infrastructure and application support. Understanding of business processes, with a particular focus on service and incident management. Insurance Domain and life cycle Incident Management : Ensure incidents are logged, managed, and resolved according to agreed standards and SLAs. Stakeholder Engagement : Communicate with stakeholders to gather incident details and provide timely updates on status and resolution progress. ServiceNow Expertise : Utilize ServiceNow to track and resolve incidents, maintaining accurate records and documentation. Cross-Team Collaboration : Coordinate with developers, database administrators, and other technical teams to address complex issues. Process Improvement : Identify areas to optimize incident resolution processes and prevent recurrence of common issues. Documentation : Maintain incident documentation to ensure clear tracking and reporting. Adaptability : Quickly learn new applications and systems as they are introduced, applying this understanding in support activities. Escalation Management : Escalate critical issues to the relevant teams or managers as necessary to ensure swift resolution.

We are looking for a skilled Service & Operations Manager to join our team at Equitas Small Finance Bank in the BFSI industry. Roles and Responsibility Manage and oversee daily branch operations to ensure efficient service delivery. Develop and implement strategies to enhance customer satisfaction and loyalty. Supervise and guide a team of banking professionals to achieve operational excellence. Coordinate with various departments to resolve customer complaints and issues. Analyze and report on key performance indicators to identify improvement areas. Implement risk management measures to minimize potential losses. Job Requirements Proven experience in branch banking and service management. Strong leadership and team management skills. Excellent communication and interpersonal skills. Ability to work under pressure and meet deadlines. Strong analytical and problem-solving skills. Experience in managing and motivating a team to achieve high performance levels.

Some careers shine brighter than others. If you re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further. HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions. We are currently seeking an experienced professional to join our team in the role of Sr. Associate Director, Delivery Management. In this role, you will: Act as ITSO for Payment Cloud Services applications and possess deep knowledge of ITSO responsibilities. Be able to effectively discharge ITSO responsibilities through a combined mandatory expertise in payments management and Technology Lead & represent IT at Incident Management Community of Practice meetings and other Service Management and Enterprise Technology meetings through a deep understanding of payments domain and cloud technologies. Coordinating technology teams/pods in managing incidents and problems. Analysing incidents to identify root cause trends. Working with technology teams/pods to devise action plans to prevent incident re-occurrence. Ensure all prod incidents raised to L3 are addressed within required SLAs Lead and accountable for software testing for payments and to Identify opportunities to improve delivery and oversee the governance process to reduce risk and ensure effective and timely decisions. Plan for performance & load testing in ensuring stability & reliability Identify the most appropriate Technology solutions, liaise with other engineers, architects and business stakeholders, to understand and drive the testing team towards 0 defect goal. Manage the reporting of progress, issues, dependencies, and risks to committees and make recommendations to influence decision making to maintain progress towards delivery and benefits realization. Service Governance for Compliance, Regulatory and Cyber Risks. Participation in Architecture Review and Governance. Service Compliance for OS Patching, Vulnerabilities and Evergreening Issues. Participation and Lead Major Incidents. Participation In Post Incident Reviews. Incident, Change, Problem and Capacity review and governance. Infrastructure Reviews. Application and Infrastructure optimization. Service Improvement via toil removal. Certificate ownership and governance. Stakeholder Management. Service Resiliency reviews and governance. Act as interface between Production Engineering and Application teams. Requirements To be successful in this role, you should meet the following requirements: Sound in IT Risk Management Skill, Proven track record in application management and governance. Exposure to software lifecycle(build, testing, transition, maintenance). Infrastructure maintenance and management exposure. Proven track record in IT as well business stakeholder management. Experience on Incident Management, Problem Management, Event Management and Change Management and Capacity Management, Exposure to service transition to move newly build services to live smoothly. Exposure Cert maintenance and renewals, Infrastructure Patching, Evergreening, Vulnerabilities. Lead the production issues to identify RCA and get it fixed by applications team to avoid recurrence. Proven exposure to smoothly running DR/Roleswap activities for owned services. Exposure to Agile methodology, DevOps. The successful candidate will also meet the following requirements: Exposure to HSBC Service Management and Governance processes and tools i.e EIM, PLADA, UCMDB, SCOTT, ODS, HELIOS, ICE ETC. Exposure the High value payments / CBPR payments processing. Exposure to both the development and service management processes. Exposure to Cyber Security Issues and reviews. Infrastructure knowledge eg. APIs, MQ, DB, VMs, VCS, File transmissions etc. Exposure to SRE processes to improve service reliability by automation and removing toil. Exposure of leading L1/L2 or L3 Support teams.

KPMG India is looking for Technology Consulting-DT TPRM-Advisory Services Manager to join our dynamic team and embark on a rewarding career journeyTeam Management: Oversee a team of service technicians, coordinators, and support staff. Provide leadership, guidance, and mentorship to ensure efficient and effective service operations. Set performance expectations, conduct regular performance evaluations, and provide feedback to team members.Service Delivery: Ensure the timely and successful delivery of services to customers. Coordinate service requests, assign tasks to technicians, and monitor progress to ensure customer satisfaction and adherence to service level agreements (SLAs).Customer Relationship Management: Build and maintain strong relationships with customers by understanding their needs, addressing concerns, and ensuring exceptional service delivery. Act as a point of contact for escalated customer issues and work towards resolution.Service Planning and Scheduling: Plan and schedule service activities, including preventive maintenance, repairs, and installations. Coordinate with customers, technicians, and suppliers to optimize service delivery and minimize downtime.Resource Allocation and Inventory Management: Allocate resources, including technicians, equipment, and parts, to ensure efficient service operations. Manage inventory levels, order parts and supplies as needed, and maintain accurate records of stock and usage.Quality Assurance: Monitor service quality and ensure adherence to established standards and procedures. Implement continuous improvement initiatives to enhance service delivery, efficiency, and customer satisfaction. Conduct regular audits or inspections to identify areas for improvement.Financial Management: Manage service budgets, monitor expenses, and implement cost control measures. Analyze financial data, such as service revenue, profitability, and expenses, to identify opportunities for revenue growth and operational efficiency.Training and Development: Develop and deliver training programs to enhance the technical skills and knowledge of service technicians. Stay updated with industry trends, new technologies, and best practices in service management. Provide coaching and professional development opportunities to team members.Safety and Compliance: Ensure compliance with safety regulations and company policies. Promote a culture of safety and ensure that service technicians adhere to safety guidelines and use appropriate personal protective equipment (PPE) when performing their duties.Reporting and Documentation: Prepare and present service performance reports, including key performance indicators (KPIs), customer satisfaction metrics, and financial performance. Maintain accurate documentation of service activities, customer interactions, and equipment service histories.

Required Skills Behavioral | Aptitude | Tasks Related Skills Functional | IT Operations Management | Current, Up to date Operational Documentation Library (ODL) Behavioral | Microland Skills | Execution Excellence Education Qualification : Engineer - B.E / B.Tech / MCA Certification Mandatory / Desirable : Technology | IT Service Management Certifications | ITIL Intermediate Certificate 1. Define business/operations specific process workflow in a manner which is simple to understand and execute 2. Drive goals in synergy with customer CTQs (critical to quality) 3. Overcome failure modes by tweaking Service operation procedures or people skills, Propose and implement corrective steps 4. Audit as per definition of Incident Management (IM) 5. Identify and pick CTQs which are influencers 6. Problem Management - Diagnose, Root cause Analysis (RCA), Identify permanent fix, manage Known Error database, SLA, process compliance 7. Change Management (CM) - Present and review change plans to identify anomalies, Analyze change records/process and establish trends and problems, Implement change process through training/coaching 8. Configuration Management - Manage defined CM Processes and Procedures for appropriate Scripting, testing, Execution and Closure of the Change Configuration Management 9. Identify Configuration Information (Cis); document and maintain as per process. Maintain and manage configuration management database (CMDB) by updating CIs Release Management (RM), Manage Release Plans, analyze quality of tests and test plan. 10. Availability Management (AM), Recommend work around as needed with service restoration as the primary goal, Work with other processes such as IM and PM in achieving AM goals 11. Financial Management (FM), Manage service billing process as per signed off SOWs with customer 12. Capacity Management (CM), Ensure adequate performance and capacity for all IT services, Plan Capacity, 13. Manage ITSCM process, Interpreting plans, test reports, etc. Communicate awareness on ITSCM, Integrate ITSCM within BCM (Business continuity management). 14. Establish measurement parameters, IT Security Management. Define IT security policies in conjunction with business requirements 15. Vendor Management (VM), drive effectiveness of VM Process. Review with Vendors on the SLA Metrics, Steer Service Reviews with customers and handle issues

We are looking forward to hire S/4 HANA EHS Professionals in the following areas : Should have implementation experience in SAP EHSM. worked as a Lead consultant and able to guide the team. Good Understanding of Cross functional modules. Also to work directly with customer as lead and should have good project management skills. Our Hyperlearning workplace is grounded upon four principles Flexible work arrangements, Free spirit, and emotional positivity Agile self-determination, trust, transparency, and open collaboration All Support needed for the realization of business goals, Stable employment with a great atmosphere and ethical corporate culture

Sr. Accounts Payable Submit Form Interested in joining our Family? Please send your resume and cover letter to hr@rishabworld.com . We look forward to hearing from you! Rishab World does not ask for any financial commitment or contribution from a candidate at any stage of the recruitment process.

Design is the foundation of any product / IP. But a design that doesn t know its tools is just a castle in the air. It s destined to never see the daylight. The design is as good as the tools allow them to be. Without someone skilled enough to know how to apply their tools , a design doesn t evolve. Every component of the design/product is a tool and learning to apply them for a given situation and problem, is what allows us to discover the utility for that Product. People call it testing, market discovery, product discovery, etc. We call it Application Engineering . And the tool that you would master is an industrial Robot.

Job description Provide Remote support to end user (Pan India). Assigned tickets should get attended as per timeline. Domain related issue. O365 (Teams, One Drive, Outlook Email Configuration. All client base Application support. Responsibilities: Provide Remote support to end user (Pan India) Assigned tickets should get attended as per timeline Resolved domain related issue Configure O365, Teams, One Drive, Outlook Email Configuration Give application support to all client base What we are looking for: Any Graduate Good Communication skill Learning attitude Ready to work in rotational shift Share this job Job Skills Apply now Apply for this job and hear back from the hiring manager in under 48 hours! Get In touch Are you interested in working with us? * Hot Links Reach Us 78, Ratnajyot Industrial Estate, Irla Lane, Vile Parle (W), Mumbai 400056. INDIA. Call Us

Join us as a Infrastructure Engineer at Barclays, responsible for supporting the successful delivery of Location Strategy projects to plan, budget, agreed quality and governance standards. Youll spearhead the evolution of our digital landscape, driving innovation and excellence. You will harness cutting-edge technology to revolutionise our digital offerings, ensuring unparalleled customer experiences. To be successful as a Infrastructure Engineer you should have experience with: Experience configuring, using or maintaining Kubernetes (OpenShift & EKS or AKS). Experience in developing and coding software using Python, Bash or Golang. Experience with Docker, Containers and Cloud-Native utilities and software. Hands on development experience on setting up infrastructure monitoring. Experience in developing Self-Service solutions for automation and TOIL reduction. Drive mindset for continuous improvement. Should have Observability hands on any of the tools Like Elastic, Prometheus Grafana. Some other highly valued skills may include: Experience in writing Ansible Playbooks or Chef Cookbooks. Foundational understanding of Cloud technologies within AWS or Azure. Familiarity with complex system integrations, REST APIs, Observability, Telemetry and microservice-based architectures. Elastic or any other tools hands on would be preferred. Have worked in an SRE / DevOps role. Experience with CI/CD tools , monitoring systems , and configuration management tools. Strong programming skills and Kubernetes internal knowledge. Bridge Knowledge gaps . Developed secure solutions optimised for cost & reliability. Handson experience on Portworx & Cilium . You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills. This role is based in Pune. Purpose of the role To build and maintain infrastructure platforms and products that support applications and data systems, using hardware, software, networks, and cloud computing platforms as required with the aim of ensuring that the infrastructure is reliable, scalable, and secure. Ensure the reliability, availability, and scalability of the systems, platforms, and technology through the application of software engineering techniques, automation, and best practices in incident response. Accountabilities Build Engineering: Development, delivery, and maintenance of high-quality infrastructure solutions to fulfil business requirements ensuring measurable reliability, performance, availability, and ease of use. Including the identification of the appropriate technologies and solutions to meet business, optimisation, and resourcing requirements. Incident Management: Monitoring of IT infrastructure and system performance to measure, identify, address, and resolve any potential issues, vulnerabilities, or outages. Use of data to drive down mean time to resolution. Automation: Development and implementation of automated tasks and processes to improve efficiency and reduce manual intervention, utilising software scripting/coding disciplines. Security: Implementation of a secure configuration and measures to protect infrastructure against cyber-attacks, vulnerabilities, and other security threats, including protection of hardware, software, and data from unauthorised access. Teamwork: Cross-functional collaboration with product managers, architects, and other engineers to define IT Infrastructure requirements, devise solutions, and ensure seamless integration and alignment with business objectives via a data driven approach. Learning: Stay informed of industry technology trends and innovations, and actively contribute to the organizations technology communities to foster a culture of technical excellence and growth. Analyst Expectations To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement. Requires in-depth technical knowledge and experience in their assigned area of expertise Thorough understanding of the underlying principles and concepts within the area of expertise They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources. If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L - Listen and be authentic, E - Energise and inspire, A - Align across the enterprise, D - Develop others. OR for an individual contributor, they develop technical expertise in work area, acting as an advisor where appropriate. Will have an impact on the work of related teams within the area. Partner with other functions and business areas. Takes responsibility for end results of a team s operational processing and activities. Escalate breaches of policies / procedure appropriately. Take responsibility for embedding new policies/ procedures adopted due to risk mitigation. Advise and influence decision making within own area of expertise. Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct. Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function. Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function. Make evaluative judgements based on the analysis of factual information, paying attention to detail. Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents. Guide and persuade team members and communicate complex / sensitive information. Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

Key Responsibilities: Lead ITSM Initiatives: Oversee and drive the implementation of ITSM frameworks, best practices, and tools (e-g , ITIL), ensuring alignment with business objectives and ensuring that services are delivered efficiently and effectively, Process Optimization: Continuously assess and improve ITSM processes, including Incident Management, Problem Management, Change Management, Service Request Management, and more Identify areas for improvement and implement streamlined processes to enhance service delivery, Stakeholder Collaboration: Work closely with IT teams, business leaders, and external vendors to ensure alignment of IT services with organizational needs Act as a liaison between business requirements and IT operations, Incident and Problem Management: Oversee the effective management of critical incidents and problems, ensuring root causes are identified and that resolutions are implemented in a timely manner, Change Management Oversight: Ensure that the Change Management process is followed and that changes to the IT environment are implemented with minimal disruption to business operations Drive change approval board meetings, Performance Reporting and Analytics: Develop and monitor ITSM metrics and KPIs to assess the performance of IT services Provide insights and recommendations for continuous improvement through data-driven analysis, Service Level Management: Ensure that Service Level Agreements (SLAs) are adhered to, and proactively manage service performance to meet or exceed agreed-upon levels of service, Compliance and Best Practices: Maintain up-to-date knowledge of industry trends, regulations, and ITIL best practices to ensure compliance and alignment with industry standards, CMDB Compliance: Maintain the IT Infra and Software inventory and keep it up to date all the time, Release Management: Verify release notes and ensure whatever goes to production is as per production requirements and is production ready, Cloud Cost Management: Keep track of cloud cost and report and address anomalies through an incident Prepare cloud Capex/Opex reports, Experience required: 6 to 10 years Interested ones please share your CV at chandni@biz2x,

Join Zuora s high-impact Operations team, where you'll be instrumental in maintaining the reliability, scalability, and performance of our SaaS platform. This role involves proactive service monitoring, incident response, infrastructure service management, and ownership of internal and external shared services to ensure optimal system availability and performance. You will work alongside a team of skilled engineers dedicated to operational excellence through automation, observability, and continuous improvement. In this cross-functional role, you'll collaborate daily with Product Engineering & Management, Customer Support, Deal Desk, Global Services, and Sales teams to ensure a seamless and customer-centric service delivery model. As a core member of the team, you'll have the opportunity to design and implement operational best practices, contribute to service provisioning strategies, and drive innovations that enhance the overall platform experience. If you're driven by solving complex problems in a fast-paced environment and are passionate about operational resilience and service reliability, we d love to hear from you. Our Tech Stack: Linux Administration, Python, Docker, Kubernetes, MySQL, Kafka, ActiveMQ, Tomcat App & Web, Oracle, Load Balancers, REDIS Cache, Debezium, AWS, WAF, LBs, Jenkins, GitOps, Terraform, Ansible, Puppet, Prometheus, Grafana, Open Telemetry In this role you'll get to Architect and implement intelligent automation workflows for infrastructure lifecycle management, including self-healing systems, automated incident remediation, and configuration analomy detection using Infrastructure as Code (IaC) and AI-driven tooling. Leverage predictive monitoring and anomaly detection techniques powe'red by AI/ML to proactively assess system health, optimize performance, and preempt service degradation or outages. Lead complex incident response efforts, applying deep root cause analysis (RCA) and postmortem practices to drive long-term stability, while integrating automated detection and remediation capabilities. Partner with development and platform engineering teams to build resilient CI/CD pipelines, enforce infrastructure standards, and embed observability and reliability into application deployments. Identify and eliminate reliability bottlenecks through automated performance tuning, dynamic scaling policies, and advanced telemetry instrumentation. Maintain and continuously evolve operational runbooks by incorporating machine learning insights, updating playbooks with AI-suggested resolutions, and identifying automation opportunities for manual steps. Stay abreast of emerging trends in AI for IT operations (AIOps), distributed systems, and cloud-native technologies to influence strategic reliability engineering decisions and tool adoption. Who we're looking for Hands-on experience with Linux Servers Administration and Python Programming. Deep experience with containerization and orchestration using Docker and Kubernetes, managing highly available services at scale. Working with messaging systems like Kafka and ActiveMQ, databases like MySQL and Oracle, and caching solutions like REDIS. Understands and applies AI/ML techniques in operations, including anomaly detection, predictive monitoring, and self-healing systems. Has a solid track record in incident management, root cause analysis, and building systems that prevent recurrence through automation. Is proficient in developing and maintaining CI/CD pipelines with a strong emphasis on observability, performance, and reliability. Monitoring and observability using Prometheus, Grafana, and OpenTelemetry, with a focus on real-time anomaly detection and proactive alerting. Is comfortable writing and maintaining runbooks and enjoys enhancing them with automation and machine learning insights. Keeps up-to-date with industry trends such as AIOps, distributed systems, SRE best practices, and emerging cloud technologies. Brings a collaborative mindset, working cross-functionally with engineering, product, and operations teams to align system design with business objectives. 1+ years of experience working in a SaaS environment. Nice to Have: Red Hat Certified System Administrator (RHCSA) - Red Hat AWS Certification Certified Associate in Python Programming (PCAP) - Python Institute Docker Certified Associate (DCA) or Certified Kubernetes Administrator (CKA) Good knowledge of Jenkins Advanced certifications in SRE or related fields As part of our commitment to building an inclusive, high-performance culture where ZEOs feel inspired, connected and valued, we support ZEOs with: Competitive compensation, corporate bonus program, performance rewards and retirement programs Medical insurance Generous, flexible time off Paid holidays, we'llness days and company wide end of year break 6 months fully paid parental leave Learning & Development stipend Opportunities to volunteer and give back, including charitable donation match Free resources and support for your mental we'llbeing

we're looking for a Senior Technical Program Manager to lead high-impact, AI-focused programs that enhance service and sales experiences across traveler and partner journeys. you'll drive initiatives that bring LLMs, real-time inference, and automation into platforms like Salesforce Service Cloud and AWS Connect partnering across Machine Learning, Engineering, Product, and Data teams. This is a high-visibility role with long-term impact across Expedia Group domains, enabling AI adoption at scale and improving how we support and engage our global customers and partners. In this role, you will: Drive the end-to-end delivery of AI-powe'red initiatives from initial concept through production deployment and enterprise-wide scaling Lead programs delivering AI voice, chat, and agent-assist solutions using a mix of third-party tools, internal tech stacks, and bring-your-own (BYO) ML models Partner with ML Engineering teams to define requirements for LLM integration, real-time inference, and knowledge base optimization Work with Data Science teams to define model performance benchmarks, build experimentation frameworks (A/B testing), and support continuous improvement Coordinate AI integrations with Salesforce Service Cloud (OneDesk), including case management, knowledge management, omni-channel routing (Salesforce + AWS Connect), and tools like Einstein for Service, Agentforce, and Amazon Q/Bedrock Collaborate with internal engineering teams responsible for travel systems (booking, reservations, payments, loyalty) and service data platforms to enable seamless integration Balance technical innovation with legacy system constraints, managing integration complexity and technical debt while enabling modernization Engage with internal platform and vendor partners to ensure architecture alignment and solution scalability Develop and maintain detailed program plans, managing milestones, dependencies, risks, and resources across parallel workstreams Partner with Workstream Program Management and jointly provide executive and operational stakeholders with transparent communication on program progress, trade-offs, and risk mitigation Drive operational readiness and organizational change management to support AI adoption and successful deployments, adhering to and evolving established tenets, standards, and best practices Ensure disciplined TPM practice by managing AI program pipelines against highest business priorities, maximizing engineering capacity, resolving defects within SLA, supporting KTLO and infrastructure initiatives, and fostering deep partnerships with engineering managers and developers Continuously improve program management processes, delivery frameworks, and cross-functional collaboration models Experience and Qualifications: 10+ years of experience in Information Technology, with at least 5 years in technical program management roles driving cross-functional initiatives Proven track record managing large-scale AI/ML programs in production environments, especially in customer-facing or enterprise systems Experience delivering LLM-based solutions, conversational AI, or intelligent automation projects Deep understanding of the AI model lifecycle: training, validation, deployment, monitoring, and continuous iteration Experience with AI platform architecture decisions, scalable API design, and real-time inference systems Strong background in machine learning concepts, natural language processing (NLP), and generative AI technologies Understanding of data pipeline architectures, streaming data, ETL pipelines, data lakes, and cloud platforms (SQL proficiency a plus) Track record of delivering AI solutions that integrate with complex enterprise systems such as CRM, telephony, or knowledge management platforms Experience with enterprise-level incident management, operational readiness, and risk mitigation strategies Excellent communication and stakeholder management skills, with the ability to translate technical complexity into executive-level narratives Strong organizational, documentation, and planning skills; ability to manage multiple concurrent priorities with clarity

We are seeking a System Administrator to join our team. The ideal candidate will have a solid foundation in networking, Linux & Windows experience, and strong English communication skills. This role offers the opportunity to gain hands-on training in advanced monitoring tools, firewall management, and SSL certificate platforms. Primary Skills: Monitor network infrastructure and services to ensure uptime and performance. Respond to alerts and escalate issues as per defined procedures. Perform Linux & Windows system checks and log analysis. Work closely with senior engineers and customer teams for issue resolution. Maintain documentation related to network incidents, changes, and monitoring procedures. Participate in regular training sessions to develop skills in the following areas: BEST Monitoring Platform End User Troubleshooting Firewall Management IT Infra Security Incident Management DigiCert SSL Certificate Management Personal Qualities: Basic hands-on experience with Linux (any distribution). Basic hands-on experience with Windows OS s Strong understanding of networking fundamentals, including: TCP/IP, DNS, DHCP, Subnetting Routers, switches, firewalls (concepts) Network troubleshooting tools (ping, traceroute, netstat, etc) Strong analytical and problem-solving abilities. Willingness to learn and work in a customer-focused environment. Flexible to work in shifts (Eastern Time Zone) Preferred (Good to Have): Experience in using or exposure to any network monitoring tools. Basic understanding of firewall configurations and SSL certificates. Any certification such as CompTIA Network+, CCNA, or RHCSA is a plus.

The Manager, Support Team is responsible for leading a team of support engineers to ensure the delivery of exceptional technical support for ERP systems. This role focuses on managing team performance, overseeing escalations, and ensuring the team provides efficient, high-quality solutions to complex customer challenges. As a customer-centric leader, the Manager fosters a culture of accountability, responsiveness, and continuous improvement, ensuring that the support team consistently meets or exceeds customer expectations. By closely monitoring operational workflows, case handling, and escalations, the Manager ensures timely resolutions and adherence to Service Level Agreements (SLAs). The Manager works collaboratively with cross-functional teams, including Product Management, Engineering, and Customer Success, to resolve systemic issues, advocate for customer-driven product enhancements, and align on support objectives. Additionally, this role involves developing and implementing strategies to optimize support operations, improve team capabilities, and proactively address recurring customer issues. This position requires strong leadership, problem-solving skills, and a customer-first mindset. The Manager, ERP Support Team, plays a vital role in shaping the team s success while contributing to customer satisfaction and the overall effectiveness of ERP support operations. Given that our support organization operates 24/7, this position demands a flexible approach to scheduling. You will be expected to participate in shift rotations, along with weekend shifts and potential on-call coverage as required. These elements are vital to providing continuous support to our global customer base. Your willingness to adapt to these scheduling requirements is crucial for the role. Responsibilities: Leadership and Team Management Guide and mentor the support team, fostering a culture of accountability, collaboration, and continuous learning. Set performance goals, provide constructive feedback, and develop individualized growth plans to enhance team capabilities. Lead daily stand-ups to align on case priorities, escalations, and team blockers. Escalation Management Oversee escalated cases, ensuring adherence to escalation protocols and effective communication with stakeholders. Act as an escalation owner for high-severity issues, coordinating resolution strategies with cross-functional teams. Manage structured handling of escalations, escalating to Directors or senior leadership when required. Process and Workflow Optimization Continuously evaluate and refine support workflows, triage, and escalation procedures to enhance efficiency and customer satisfaction. Lead initiatives for process improvements informed by performance data, feedback, and post-mortem reviews. Ensure adherence to SLAs and proactively address cases nearing SLA thresholds. Performance Tracking and Reporting Monitor team performance metrics (KPIs), such as response times, backlog counts, and escalation summaries. Analyze trends and generate weekly/monthly performance reports to inform strategic decisions and share insights with leadership. Conduct quarterly strategic reviews to assess team performance, identify process gaps, and align on goals. Resource and Capacity Management Develop staffing and scheduling plans to ensure adequate support coverage, including shift rotations and flexibility for changing demand. Optimize resource allocation to balance workload distribution and improve case handling efficiency. Adjust headcount or allocate additional resources based on workload and business priorities. Collaboration and Cross-Functional Engagement Serve as the primary liaison between the support team and other departments, including Product, Engineering, and Sales. Participate in cross-functional meetings to discuss product updates, recurring issues, and areas requiring collaboration. Advocate for customer needs in cross-department discussions, ensuring alignment on issue resolution strategies. Training and Knowledge Sharing Assess training needs and organize targeted technical sessions with R&D or Product teams to address skill gaps. Ensure the team contributes to and leverages the knowledge base, with regular compliance checks for accuracy and relevance. Facilitate post-mortem reviews for incidents and outages, documenting lessons learned and implementing preventive measures. Customer-Centric Operations Foster a customer-first mindset within the team, ensuring all interactions prioritize responsiveness, clarity, and customer satisfaction. Communicate effectively with customers during escalations, providing clear updates and managing expectations. Maintain transparency and professionalism in all customer-facing communications to build trust and loyalty. Bachelor s Degree in Information Technology, Business Administration, or a related field; equivalent professional experience will also be considered. Certifications such as ITIL v3/v4, PMP, or APICS are a plus but not required. Familiarity with customer support methodologies, incident management, and service delivery frameworks (e.g., ITIL, SDLC) is advantageous. 6+ years of experience in technical support, with at least 2+ years in a leadership or managerial role. Proven ability to handle high-severity escalations, optimize workflows, and improve team performance. Experience with ERP systems (e.g., QAD, SAP, Oracle ERP, Dynamics 365) is highly advantageous. Strong understanding of support workflows, escalation protocols, and SLA management. Familiarity with debugging tools, troubleshooting methodologies, and basic database management. Proficiency in analyzing performance data and identifying trends to drive informed decision-making. Soft Skills: Exceptional leadership and communication skills, with the ability to engage technical and non-technical stakeholders. Strong focus on customer satisfaction, with a deep understanding of customer needs and a commitment to exceeding expectations. Strong analytical and problem-solving abilities, with a focus on driving customer-centric solutions. Skilled in decision-making, balancing customer needs with organizational policies and resource constraints. Adaptable and proactive in addressing evolving technologies, customer needs, and organizational priorities. Experienced in mentoring and coaching team members to enhance their knowledge, performance, and growth. Technical Skills:

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.

Experience range must be above 5 years We are looking for a highly skilled STE for Finacle CBS. The candidate should have good knowldege on testing processes & should have good communication. The candidate will be responsible for Test deisgning, Test execution. Coordinate with developers, product managers, and stakeholders to understand requirements. The candidate should have ability to co-ordinate with developers for Defect resolution withing given SLAs.

We are looking forward to hire ServiceNow Professionals in the following areas : Our ServiceNow Competency is looking forward to hire ServiceNow ITOM & SAM Developers for a client project who thrive on challenges and desire to make a real difference in the business world. The shortlisted candidate should have strong communication, interpersonal, analytical, and problem-solving skills. Should have an ability to effectively communicate technical concepts within the team, and is able to work individually or as part of a team to achieve project goals. You are required to have skills in the following areas: Bachelor s degree in Computer Science, Information Systems or a related field Overall 5-8 years of experience in ServiceNow with at least 3+ years in ServiceNow SAM Devlopment & Implementation Good experience in ServiceNow implementation and Service Catalog and Flow desigenr flows. Experience working on User Administration, Client Scripts, UI Policies, Data Policies, Import Sets, Update Sets, Business Rules, Script Includes, UI Actions, ACLs, Email Notification, UI, Scripts, Scheduled Jobs, Fix Scripts, Service Catalog, Workflow, Glide. Strong interpersonal and communication skills . Responsibilities: A ServiceNow professional should be proficient in all the modules of the ITSM suite (Incident Management, Change Management, Problem Management, and Service request Management) , ITOM ( CMDB + Discovery) , Software Asset Management 5+ years of Service Now Developer experience with 3+ years of experience in ServiceNow SAM application, Hands-on design, development and deployment experience with the ServiceNow platform. Design, Develop and Implement solutions for ServiceNow SAM. It is a must to have good experience in writing client scripts, Business Rules, Client catalog scripts, ACLs in the programming language. Should work on Notification Engine by creating custom notification tags. nice to have ATF skills Must to have the Flowdesigner flow exp They must create Service Request Definitions (SRD) using a standard process as well as an Advanced level. Should have working experience in creating web services, fetching the data to vendor form, and configuring Mid-Tier. Should possess sound knowledge to use the data management tool to update the values in bulk. Our Hyperlearning workplace is grounded upon four principles Flexible work arrangements, Free spirit, and emotional positivity Agile self-determination, trust, transparency, and open collaboration All Support needed for the realization of business goals, Stable employment with a great atmosphere and ethical corporate culture

Overview We are ooking for a detai-oriented enterprise architect toassistin the impementation of programs for cient needs. The enterprise architect's responsibiities incude improving the current IT infrastructure,optimizingbusiness operations, and setting the direction and approach for integrating information appications and programs. The enterprise architect is aso responsibe forcataoging, deveoping, coordinating, communicating,maintaining, and enforcing overa enterprise architecture modes, representations, initiatives, capabiities, and components to adequatey perform the organization's business and technoogy activities. To be successfu as an enterprise architect, you shoud have exceent technica, anaytica, and project management skis. You shoud aso have strong eadership, communication, and interpersona skis Responsibiities Primary Skis: Service Now Deveopment, ServiceNow FSM, ServiceNow ITSM Secondary Skis: ServiceNow Workfow, ServiceNow Knowedge Management, ServiceNow Performance Anaytics Roes & Responsibiities Evauating interna functions, business deveopment strategies, and IT processes and suggesting improvements. Creating business architecture modes to refect the organization's strategies and goas and creating and impementing business visions and goas. Evauating systems engineering, taent recruiting, and accounting modes for discrepancies and vunerabiities. Suggesting ideas to reduce costs in IT and business eadership. Organizing training to improve empoyees' knowedge and skis for future organizationa growth. Conducting research in taent management to improve the organization's business operations. Providingbusiness architecture and systems processing guidance. Ensuring the efficiency, security, and support of the organization's goas. Creating methods for compiance architecture, such as data storage, metadata management, and change contro. Determiningand impementing buid versus buy strategies, mentor personne, and views of the overa business strategy. Expertise in ServiceNow FSM modue configuration, customization, and integration. Proficiency in JavaScript, HTML, CSS, and other web technoogies. Experience with ServiceNow scripting and API integrations. Knowedge of ITIL processes and best practices. Exceent anaytica and probem-soving skis. Strong communication and interpersona skis. Abiity to work independenty and as part of a team. Strong organizationa and mutitasking abiities . Quaifications Bacheor’s degree in computer science, Information Technoogy, or reated fied. Certifications CIS- certification is mandatory. Additiona ServiceNow certifications are a pus. NoteCandidate shoud be wiing to earn new modues in ServiceNow as per Project requirements

Overview Must be a strong program manager. Managed 50+ engineers with 5+ managers directy reporting. Shoud have managed arge managed services appication support program. Shoud have cient server appication architecture detais. Must be hands-on with scripting. Shoud poses strong communication, presentation skis. Must have managed customers against given SLAs. SLA tracking, reporting. Shoud be very good in Incident Outage handing. Must be wiing to go beyond to sove probem permanenty. Shoud have good experience managing 5+ managers as direct reportees. Shoud have managed Appication support with knowedge on Infra, Patform, Database maintenance. Abe to tak to customer by quicky understanding the Appication probem and resove.Coach and guide new engineers with proper KT pan. Report progress of the new engineers. Lead from front on difficut probems with Customer.Drive eads to automate repeated tasks and present those with Customer weeky.Contribute to proposas. Responsibiities Must be a strong program manager. Managed 50+ engineers with 5+ managers directy reporting. Shoud have managed arge managed services appication support program. Shoud have cient server appication architecture detais. Must be hands-on with scripting. Shoud poses strong communication, presentation skis. Must have managed customers against given SLAs. SLA tracking, reporting. Shoud be very good in Incident Outage handing. Must be wiing to go beyond to sove probem permanenty. Shoud have good experience managing 5+ managers as direct reportees. Shoud have managed Appication support with knowedge on Infra, Patform, Database maintenance. Abe to tak to customer by quicky understanding the Appication probem and resove.Coach and guide new engineers with proper KT pan. Report progress of the new engineers. Lead from front on difficut probems with Customer.Drive eads to automate repeated tasks and present those with Customer weeky.Contribute to proposas. Must be a strong program manager. Managed 50+ engineers with 5+ managers directy reporting. Shoud have managed arge managed services appication support program. Shoud have cient server appication architecture detais. Must be hands-on with scripting. Shoud poses strong communication, presentation skis. Must have managed customers against given SLAs. SLA tracking, reporting. Shoud be very good in Incident Outage handing. Must be wiing to go beyond to sove probem permanenty. Shoud have good experience managing 5+ managers as direct reportees. Shoud have managed Appication support with knowedge on Infra, Patform, Database maintenance. Abe to tak to customer by quicky understanding the Appication probem and resove.Coach and guide new engineers with proper KT pan. Report progress of the new engineers. Lead from front on difficut probems with Customer.Drive eads to automate repeated tasks and present those with Customer weeky.Contribute to proposas.

Overview The ADM-Lead roe is a key position within the AD & ASM department. The roe wi report to the ADM-Lead and can be based at any Prodapt ocation across the gobe. The overa purpose of the position is to activey engage in requirements gathering, create requirements traceabiity matrix, understand the system architecture, functiona fow, and data mode, and assist in code deveopment, optimization and reviews. The candidate wi aso be responsibe for deveoping reusabe code ibraries and frameworks, comprehending end-to-end depoyment process and reated toos, and recommending enhancements to the organization's customer vaue proposition. Responsibiities Activey engage in requirements gathering and compiation Create requirements traceabiity matrix; Review Impact Anaysis documents; Understand the system architecture, functiona fow and the data mode & Review design documents compied by peers and recommend modifications Decipher high eve business requirement documents and transate it into code; Integrate medium to arge sized system modues; Create PoCs and conduct system demos; Activey engage in system architecture discussions & In-charge of code deveopment, optimization, and reviews Deveop reusabe code ibraries and frameworks; Enhance unit-testing processes through automation and best practices &Comprehend end-to-end depoyment process and reated toos Comprehend the project timeines, miestones and metrics and assist in documentation and tracking; Recommend enhancements to organization's customer vaue proposition Demonstrate the abiity to earn about customer segments, industry competitors and create soutions for simpe and medium probems faced by the industry. Strong experience in Appication Deveopment Experience in requirements gathering, creating requirements traceabiity matrix and review impact anaysis documents Strong understanding of system architecture, functiona fow, and data modeing Strong knowedge of soution design and the abiity to recommend modifications Experience in eading incident management and probem management, and driving ITIL framework Experience in project and team management, financia and operationa metrics, and driving project panning activities.

Join us as a Risk Analytics Lead Analyst If you have an analytical mindset and a keen eye for detail, this could be the ideal role for you You ll follow structured processes in order to analyse business risk profiles and decisions with reference to regulatory and risk policy requirements Hone your analytical skills and take on this collaborative role which offers excellent opportunities for progression Were offering this role at associate level What youll do As a Lead Analyst, you ll prepare written communications that share an understanding of the regulatory and risk policy requirements for a given business activity. You ll conduct quantitative analysis using authorised tools and includes the preparation of quantitative information for inclusion in management, regulatory and other external reporting. Additionally, you ll be: Supporting governance and control activities including deliverables tracking for meeting minutes and maintaining MI for incident management Supporting the delivery of change initiatives that enhance the efficiency or effectiveness of analytical output Providing clear and well presented analysis Supporting the delivery of all milestones to within agreed dates, budget and quality standards The skills youll need To be successful in this role, you ll need banking or financial services experience along with knowledge of risk systems, methodologies and processes in a retail or wholesale banking environment. We expect you to be qualified to degree level in a numerate discipline and bring experience in data driven analysis. You ll also need: Broad analytical skills Good interpersonal skills The ability to work as part of a team, share ideas and learn from others Hours 45 Job Posting Closing Date: 01/07/2025

About this opportunity: Ericsson is currently looking for an experienced Domain Support Specialist who is passionate about maintaining and enhancing our technical capabilities in Automated Operations of Services. The successful candidate will handle a range of responsibilities, including diagnosis, rapid domain support, routine resource fulfillment, on-site technical support, in addition to organizing, managing, and conducting both proactive and reactive maintenance activities. Moreover, successful execution and implementation of change request will equally be part of this role. If you are an individual eager to contribute to the delivery and testing of particular services or resources while ensuring optimal operational efficiency, this role is for you. What you will do: - Act as the specialist escalation point, providing exceptional technical expertise round-the-clock (24/7) while ensuring a timely response to ticket queues. - Work comprehensively to identify and implement improvements in automated recovery, and provide required support for service surveillance on-site. - Secure the consistent availability and performance of all services for customers, in alignment with the Service Level Agreement (SLA). - Conduct proactive analysis to detect potential failures, ensuring swift incident restoration and repair. - Execute Domain Support Activities including Change Introduction impact analysis, 1st Level Preventive Maintenance Coordination and Routine Maintenance. - Provide proactive Incident Management Support, facilitating quick resolution and initiating 3rd Level Functional Escalation when needed. - Undertake service resource fulfilment activities, supporting basic change management efforts and post-implementation support. The skills you bring: - Ericsson Operations Engine - Mode Of Operations. - 5G MS Operations Readiness. - RAN Fundamentals and Change Management. - Problem management. - Business Continuity Management. - Ericsson Customer Experience Assurance (CEA) Competence. - Incident management. - Business Understanding. - Ericsson Customer Assurance Competence. - MS TOP. - Knowledge sharing and learning. - Customer Experience Improvement. - Service Request Fulfilment (OMS). - Customer Complaint Resolution. - System Administration. What happens once you apply? We encourage you to consider applying to jobs where you might not meet all the criteria. We recognize that we all have transferrable skills, and we can support you with the skills that you need to develop. Primary country and city: India (IN) || Noida Job details: Domain Support Specialist Job Stage: Job Stage 3 Primary Recruiter: ItiRaj Verma Hiring Manager: Priyankal Khurana