546 Itil Processes Jobs

You will be responsible for managing end-to-end inventory of all IT assets, including hardware, software, and peripheral devices. This includes performing regular cycle counts to maintain 100% inventory accuracy and ensuring asset lifecycle tracking from receiving to disposal. Your role will also involve tracking and reporting on hardware ageing to support proactive replacements, monitoring warranty/AMC contracts for timely renewals, and coordinating with leasing vendors for seamless replacement of assets reaching end-of-lease to ensure zero disruption to end users. In addition, you will be required to ensure all new installations and decommissions are tracked via service tickets only, maintain and update the Asset Information Database for all network-connected assets, and monitor all asset movements strictly through request tickets logged in the designated tool. You should have a strong working knowledge of Windows Operating Systems, proficiency in troubleshooting and navigating Windows-based environments, understanding of ITIL Processes, and solid knowledge of the ITIL framework with hands-on experience in Incident Management, IMAC, and Change Management. Proficiency in Microsoft Office Suite, advanced skills in Excel, Word, and PowerPoint are also required. Qualifications Required: - Graduation / Engineering in IT background Company Information: Omit this section as no additional details are provided in the JD.,

As a Plant IT Pharma (GxP Compliance) in Bangalore within the Information Technology / Manufacturing IT department, you will have the following key responsibilities: - Manage all IT operations at the manufacturing plant, ensuring alignment with corporate IT standards and regulatory requirements. - Provide GxP-compliant support for manufacturing systems (MES, LIMS, SCADA, etc.) and ensure proper documentation and validation protocols are followed. - Act as the primary IT contact for plant and quality assurance teams. - Support audits and inspections by regulatory bodies (FDA, EMA, etc.) by providing required documentation and demonstrating compliance. - Manage local infrastructure (servers, networks, desktops, printers) and coordinate with central IT teams for enterprise-level support. - Implement and monitor cybersecurity protocols in the plant environment. - Coordinate the rollout of new IT systems and upgrades while ensuring minimal disruption to manufacturing operations. - Maintain and update IT SOPs in compliance with GxP standards. - Collaborate with vendors and third-party service providers for support and maintenance of plant systems. - Train and support end-users on relevant IT systems and best practices. Qualifications & Skills: - Bachelor's degree in computer science, Information Technology, or related field. - 3+ years of IT experience, with at least 2 years in a pharmaceutical manufacturing environment. - Strong knowledge of GxP, 21 CFR Part 11, and other applicable regulatory requirements. - Experience supporting or managing systems such as MES, LIMS, SCADA, or ERP in a GMP environment. - Familiarity with ITIL processes and system validation life cycle (SDLC). - Strong troubleshooting, analytical, and communication skills. - Ability to manage projects and coordinate cross-functional teams. - Experience with audit readiness and participation is a strong advantage.,

Role Overview: As a Cross Technology Managed Services Engineer (L1) at NTT DATA, you will be the first point of contact for clients, ensuring the operational status of their IT infrastructure and systems. Your primary responsibilities will include proactively identifying, investigating, and resolving technical incidents and problems, focusing on first-line support for standard and low-complexity incidents and service requests. Your goal will be to maintain zero missed service level agreement conditions. You will work across various technology domains, such as Cloud, Security, Networking, Applications, or Collaboration, contributing to the smooth operation of client systems. Key Responsibilities: - Monitor client infrastructure and solutions daily to identify and address problems and errors promptly. - Investigate first-line incidents, determine root causes, and provide telephonic, ITSM ticket, or chat support to clients. - Perform maintenance activities like patching and configuration changes to ensure system operation. - Update or create knowledge articles, optimize work processes, and support project work as required. - Contribute to disaster recovery functions and tests to safeguard client data. - Ensure seamless shift changes with detailed handovers for service continuity. - Report and escalate incidents when necessary and strive for efficient resolutions. - Provide a positive client experience, prioritizing their needs in all interactions. Qualifications Required: - Entry-level experience in troubleshooting and support in security, network, data center, systems, or storage within a medium to large ICT organization. - Basic knowledge of management agents, redundancy concepts, and ITIL processes. - Proficiency in handling tickets promptly based on defined SOPs and utilizing available knowledge articles efficiently. - Familiarity with ITSM tools and skill in planning activities and projects in advance. - Client-centric approach, adept at understanding requirements and ensuring a positive client experience. - Ability to communicate effectively across different cultures and social groups. - Proficiency in active listening techniques, maintaining a positive outlook in pressurized environments. - Willingness to work diligently and adapt to changing circumstances, including putting in extra hours when needed. - Bachelor's degree or equivalent qualification in IT or Computing, or equivalent work experience.,

As a Security Managed Services Engineer (L3) at NTT DATA, you'll be at the helm of ensuring the security and robustness of clients" infrastructures. Your responsibilities include proactively identifying and resolving technical incidents, performing necessary checks, and utilizing monitoring tools to maintain optimal performance. It is crucial to ensure that all assigned infrastructure at client sites is correctly configured, installed, tested, and operational from the beginning. Your role involves delving into third-line support calls to determine the root causes of incidents and problems. You will engage with clients daily, providing continuous feedback and updates on system statuses. Your contribution is vital in maintaining zero missed service level agreement (SLA) conditions, identifying the root cause of critical incidents, implementing solutions, handling tickets of high complexity, delivering advanced solutions, and contributing to operational improvements. A significant responsibility is creating knowledge articles for frequent tasks/issues and training junior team members to execute these tasks. Additionally, you will provide inputs to automation teams to streamline manual efforts. As a seasoned professional, you will leverage your expertise to coach and mentor junior team members, particularly in advanced technical troubleshooting and best practices. You may also oversee and implement projects within your technology domain, ensuring timely and effective delivery aligned with client requirements. Your involvement in optimizing work processes and disaster recovery functions will enhance service delivery. Qualifications required for this role: - Proven experience in managing complex security infrastructure within a managed services environment. - Strong background in IT engineering, preferably within medium to large ICT organizations. - Deep understanding of ITIL processes. - Proficiency in planning activities and projects well in advance. - Client-focused approach to ensure a positive client experience. - Excellent communication skills with the ability to collaborate across different cultures and social groups. - Effective listening skills and adaptability to changing circumstances. - Ability to remain composed and positive under pressure, with a willingness to work extended hours when necessary. - Bachelor's degree or equivalent qualification in IT/Computing or relevant work experience. Please note that NTT DATA is an equal opportunity employer.,

About The Role Project Role : Infra Tech Support Practitioner Project Role Description : Provide ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provide hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Work includes L1 and L2/ basic and intermediate level troubleshooting. Must have skills : Genesys Contact Center QM Good to have skills : NA Minimum 3 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Infra Tech Support Practitioner, you will engage in the ongoing technical support and maintenance of production and development systems and software products. Your typical day will involve addressing technical issues, providing solutions, and ensuring the smooth operation of various platforms. You will work both remotely and onsite, collaborating with team members to implement technology effectively across server and network areas. Your role will require you to troubleshoot hardware and software problems, ensuring that all configured services operate within defined models and processes. Roles & ResponsibilitiesResponsible for handling day-to-day contact center operations, requirements, and issues Provide L2 support for operational activities including basic troubleshooting of associated services on Genesys Cloud Professional & Technical Skills: Sound technical knowledge and hands-on experience on Genesys Cloud solutions.Implementation and maintenance of the Genesys Cloud solutionsAbility to solve complex technical issues within the Contact Center.Thorough knowledge and well versed with Genesys Cloud application and Oracle SBCsExtensive experience in resolving contact center related issues.Knowledge of IVR, routing and reporting concepts including monitoring toolsManagement and troubleshooting of complex client contact center environments.Implement the changes/network as applicable, test the changes and handover to customer.Expertise on ITIL processes and project management.Hands-on experience on Genesys Pure cloud solutions and support and AWS cloud platform knowledge is preferred.Candidate is expected to work with their internal telecom, infra groups support cloud implementation.Genesys cloud WEBRTC with SIP flowsHands on PureCloud Technology suite applications and Oracle SBC and ECB.Hands-on experience on developing flows using Genesys Architect Hands on in Web Services Integration (3rd party)Hands on in Custom Reports (Rest API) Qualification 15 years full time education

Service Level Management (SLM) Job Description Core Responsibilities Define and manage service level objectives (SLOs) and ensure alignment with CUSTOMER expectations. Monitor and evaluate service performance against agreed SLAs on a monthly basis. Identify and report service level defaults when performance metrics fall below expected thresholds. Administer service level credits (liquidated damages) for SLA breaches, calculated based on the percentage of calls outside acceptable service levels. Facilitate earn-back mechanisms when performance exceeds SLA targets, subject to CUSTOMER discretion. Ensure SLA compliance across all in-scope services including incident, change, and problem management. Reconcile service level credits and earn-backs monthly. Collaborate with CUSTOMER VP Technology (Operations) for final sign-off on SLA adherence. Maintain transparency and accountability through detailed SLA reporting and governance. Ensure exceptions are documented and validated (e. g., disaster recovery, third-party delays). Periodically audit SLA processes and metrics to ensure compliance and continuous improvement MIS Reporting Job Description Core Responsibilities Own the creation, validation, and analysis of reports and dashboards across all ITSM processes. Maintain a repository and regular backups of data sets and published reports. Automate report generation and scheduling in collaboration with the Tools team. Identify and resolve discrepancies in reporting data and formulas. Develop and maintain a ready reckoner with definitions, formulas, frequency, logic, and stakeholders for training purposes. Enable insights automation and align reporting practices with industry best standards. Publish reports at defined frequencies (daily, weekly, monthly) and support ad-hoc reporting needs. Report Types Daily Reports: Call logged, closed, pending, reopened, and TSAT data. Antivirus dashboard. Pending ticket report. Partner dependency pending ticket report. Compliance consolidated report. Asset demand and issuance report. Weekly Reports: SLA compliance report. FCR and KMDB report. Backup and encryption compliance report. Analysis of top end-user incident drivers and root causes. Monthly Reports: Operations dashboard covering SLA compliance, service improvement plans, escalations, and compliance posture. Summarized asset view Tools and Technologies : ITIL Processes, ServiceNow, Basic Understanding of Infrastructure services ( EUS, DC and Cloud, Network and Security)

Service Level Management (SLM) Job Description Core Responsibilities Define and manage service level objectives (SLOs) and ensure alignment with CUSTOMER expectations. Monitor and evaluate service performance against agreed SLAs on a monthly basis. Identify and report service level defaults when performance metrics fall below expected thresholds. Administer service level credits (liquidated damages) for SLA breaches, calculated based on the percentage of calls outside acceptable service levels. Facilitate earn-back mechanisms when performance exceeds SLA targets, subject to CUSTOMER discretion. Ensure SLA compliance across all in-scope services including incident, change, and problem management. Reconcile service level credits and earn-backs monthly. Collaborate with CUSTOMER VP Technology (Operations) for final sign-off on SLA adherence. Maintain transparency and accountability through detailed SLA reporting and governance. Ensure exceptions are documented and validated (e. g., disaster recovery, third-party delays). Periodically audit SLA processes and metrics to ensure compliance and continuous improvement MIS Reporting Job Description Core Responsibilities Own the creation, validation, and analysis of reports and dashboards across all ITSM processes. Maintain a repository and regular backups of data sets and published reports. Automate report generation and scheduling in collaboration with the Tools team. Identify and resolve discrepancies in reporting data and formulas. Develop and maintain a ready reckoner with definitions, formulas, frequency, logic, and stakeholders for training purposes. Enable insights automation and align reporting practices with industry best standards. Publish reports at defined frequencies (daily, weekly, monthly) and support ad-hoc reporting needs. Report Types Daily Reports: Call logged, closed, pending, reopened, and TSAT data. Antivirus dashboard. Pending ticket report. Partner dependency pending ticket report. Compliance consolidated report. Asset demand and issuance report. Weekly Reports: SLA compliance report. FCR and KMDB report. Backup and encryption compliance report. Analysis of top end-user incident drivers and root causes. Monthly Reports: Operations dashboard covering SLA compliance, service improvement plans, escalations, and compliance posture. Summarized asset view Tools and Technologies : ITIL Processes, ServiceNow, Basic Understanding of Infrastructure services ( EUS, DC and Cloud, Network and Security)

Service Level Management (SLM) Job Description Core Responsibilities Define and manage service level objectives (SLOs) and ensure alignment with CUSTOMER expectations. Monitor and evaluate service performance against agreed SLAs on a monthly basis. Identify and report service level defaults when performance metrics fall below expected thresholds. Administer service level credits (liquidated damages) for SLA breaches, calculated based on the percentage of calls outside acceptable service levels. Facilitate earn-back mechanisms when performance exceeds SLA targets, subject to CUSTOMER discretion. Ensure SLA compliance across all in-scope services including incident, change, and problem management. Reconcile service level credits and earn-backs monthly. Collaborate with CUSTOMER VP Technology (Operations) for final sign-off on SLA adherence. Maintain transparency and accountability through detailed SLA reporting and governance. Ensure exceptions are documented and validated (e. g., disaster recovery, third-party delays). Periodically audit SLA processes and metrics to ensure compliance and continuous improvement MIS Reporting Job Description Core Responsibilities Own the creation, validation, and analysis of reports and dashboards across all ITSM processes. Maintain a repository and regular backups of data sets and published reports. Automate report generation and scheduling in collaboration with the Tools team. Identify and resolve discrepancies in reporting data and formulas. Develop and maintain a ready reckoner with definitions, formulas, frequency, logic, and stakeholders for training purposes. Enable insights automation and align reporting practices with industry best standards. Publish reports at defined frequencies (daily, weekly, monthly) and support ad-hoc reporting needs. Report Types Daily Reports: Call logged, closed, pending, reopened, and TSAT data. Antivirus dashboard. Pending ticket report. Partner dependency pending ticket report. Compliance consolidated report. Asset demand and issuance report. Weekly Reports: SLA compliance report. FCR and KMDB report. Backup and encryption compliance report. Analysis of top end-user incident drivers and root causes. Monthly Reports: Operations dashboard covering SLA compliance, service improvement plans, escalations, and compliance posture. Summarized asset view Tools and Technologies : ITIL Processes, ServiceNow, Basic Understanding of Infrastructure services ( EUS, DC and Cloud, Network and Security)

Service Level Management (SLM) Job Description Core Responsibilities Define and manage service level objectives (SLOs) and ensure alignment with CUSTOMER expectations. Monitor and evaluate service performance against agreed SLAs on a monthly basis. Identify and report service level defaults when performance metrics fall below expected thresholds. Administer service level credits (liquidated damages) for SLA breaches, calculated based on the percentage of calls outside acceptable service levels. Facilitate earn-back mechanisms when performance exceeds SLA targets, subject to CUSTOMER discretion. Ensure SLA compliance across all in-scope services including incident, change, and problem management. Reconcile service level credits and earn-backs monthly. Collaborate with CUSTOMER VP Technology (Operations) for final sign-off on SLA adherence. Maintain transparency and accountability through detailed SLA reporting and governance. Ensure exceptions are documented and validated (e. g., disaster recovery, third-party delays). Periodically audit SLA processes and metrics to ensure compliance and continuous improvement MIS Reporting Job Description Core Responsibilities Own the creation, validation, and analysis of reports and dashboards across all ITSM processes. Maintain a repository and regular backups of data sets and published reports. Automate report generation and scheduling in collaboration with the Tools team. Identify and resolve discrepancies in reporting data and formulas. Develop and maintain a ready reckoner with definitions, formulas, frequency, logic, and stakeholders for training purposes. Enable insights automation and align reporting practices with industry best standards. Publish reports at defined frequencies (daily, weekly, monthly) and support ad-hoc reporting needs. Report Types Daily Reports: Call logged, closed, pending, reopened, and TSAT data. Antivirus dashboard. Pending ticket report. Partner dependency pending ticket report. Compliance consolidated report. Asset demand and issuance report. Weekly Reports: SLA compliance report. FCR and KMDB report. Backup and encryption compliance report. Analysis of top end-user incident drivers and root causes. Monthly Reports: Operations dashboard covering SLA compliance, service improvement plans, escalations, and compliance posture. Summarized asset view Tools and Technologies : ITIL Processes, ServiceNow, Basic Understanding of Infrastructure services ( EUS, DC and Cloud, Network and Security)

Service Level Management (SLM) Job Description Core Responsibilities Define and manage service level objectives (SLOs) and ensure alignment with CUSTOMER expectations. Monitor and evaluate service performance against agreed SLAs on a monthly basis. Identify and report service level defaults when performance metrics fall below expected thresholds. Administer service level credits (liquidated damages) for SLA breaches, calculated based on the percentage of calls outside acceptable service levels. Facilitate earn-back mechanisms when performance exceeds SLA targets, subject to CUSTOMER discretion. Ensure SLA compliance across all in-scope services including incident, change, and problem management. Reconcile service level credits and earn-backs monthly. Collaborate with CUSTOMER VP Technology (Operations) for final sign-off on SLA adherence. Maintain transparency and accountability through detailed SLA reporting and governance. Ensure exceptions are documented and validated (e. g., disaster recovery, third-party delays). Periodically audit SLA processes and metrics to ensure compliance and continuous improvement MIS Reporting Job Description Core Responsibilities Own the creation, validation, and analysis of reports and dashboards across all ITSM processes. Maintain a repository and regular backups of data sets and published reports. Automate report generation and scheduling in collaboration with the Tools team. Identify and resolve discrepancies in reporting data and formulas. Develop and maintain a ready reckoner with definitions, formulas, frequency, logic, and stakeholders for training purposes. Enable insights automation and align reporting practices with industry best standards. Publish reports at defined frequencies (daily, weekly, monthly) and support ad-hoc reporting needs. Report Types Daily Reports: Call logged, closed, pending, reopened, and TSAT data. Antivirus dashboard. Pending ticket report. Partner dependency pending ticket report. Compliance consolidated report. Asset demand and issuance report. Weekly Reports: SLA compliance report. FCR and KMDB report. Backup and encryption compliance report. Analysis of top end-user incident drivers and root causes. Monthly Reports: Operations dashboard covering SLA compliance, service improvement plans, escalations, and compliance posture. Summarized asset view Tools and Technologies : ITIL Processes, ServiceNow, Basic Understanding of Infrastructure services ( EUS, DC and Cloud, Network and Security)

Level: L2+L3 Manage all major incidents (Sev1, Sev2) and urgent/on-demand Sev3 incidents in a 24x7 centralized desk. Receive and log incidents via phone, email, and web in SNOW Portal. Perform initial assessment, categorization, and prioritization using the Call Logging Template (CLT). Lead and facilitate incident calls with full ownership until resolution. Conduct initial discovery and provide preliminary support before engaging domain SMEs. Assign incidents to appropriate resolution groups and drive closure. Initiate bridges and release notifications with meaningful progress updates. Keep internal and external stakeholders informed throughout the incident lifecycle. Escalate unresolved incidents per escalation procedures approved by CUSTOMER SPOC. Maintain and update the MIM portal with all relevant incident information. Ensure incidents are not closed until fully resolved and approved by CUSTOMER. Conduct quarterly reviews and audits of processes, roles, and documentation. Maintain daily trackers for P1/P2 incidents and bridge adherence. Publish weekly and monthly dashboards with insightful analysis. Follow up for RCA post-incident closure for CUSTOMER-dependent P1 incidents. Organize monthly cross-skill training with domain teams. Maintain and reconcile escalation matrices and notification distribution lists Tools and Technologies: ITIL Processes, ServiceNow,, Basic Understanding of Infrastructure services ( EUS, DC and Cloud, Network and Security)

Level: L2+L3 Manage all major incidents (Sev1, Sev2) and urgent/on-demand Sev3 incidents in a 24x7 centralized desk. Receive and log incidents via phone, email, and web in SNOW Portal. Perform initial assessment, categorization, and prioritization using the Call Logging Template (CLT). Lead and facilitate incident calls with full ownership until resolution. Conduct initial discovery and provide preliminary support before engaging domain SMEs. Assign incidents to appropriate resolution groups and drive closure. Initiate bridges and release notifications with meaningful progress updates. Keep internal and external stakeholders informed throughout the incident lifecycle. Escalate unresolved incidents per escalation procedures approved by CUSTOMER SPOC. Maintain and update the MIM portal with all relevant incident information. Ensure incidents are not closed until fully resolved and approved by CUSTOMER. Conduct quarterly reviews and audits of processes, roles, and documentation. Maintain daily trackers for P1/P2 incidents and bridge adherence. Publish weekly and monthly dashboards with insightful analysis. Follow up for RCA post-incident closure for CUSTOMER-dependent P1 incidents. Organize monthly cross-skill training with domain teams. Maintain and reconcile escalation matrices and notification distribution lists Tools and Technologies: ITIL Processes, ServiceNow,, Basic Understanding of Infrastructure services ( EUS, DC and Cloud, Network and Security)

Level: L2+L3 Manage all major incidents (Sev1, Sev2) and urgent/on-demand Sev3 incidents in a 24x7 centralized desk. Receive and log incidents via phone, email, and web in SNOW Portal. Perform initial assessment, categorization, and prioritization using the Call Logging Template (CLT). Lead and facilitate incident calls with full ownership until resolution. Conduct initial discovery and provide preliminary support before engaging domain SMEs. Assign incidents to appropriate resolution groups and drive closure. Initiate bridges and release notifications with meaningful progress updates. Keep internal and external stakeholders informed throughout the incident lifecycle. Escalate unresolved incidents per escalation procedures approved by CUSTOMER SPOC. Maintain and update the MIM portal with all relevant incident information. Ensure incidents are not closed until fully resolved and approved by CUSTOMER. Conduct quarterly reviews and audits of processes, roles, and documentation. Maintain daily trackers for P1/P2 incidents and bridge adherence. Publish weekly and monthly dashboards with insightful analysis. Follow up for RCA post-incident closure for CUSTOMER-dependent P1 incidents. Organize monthly cross-skill training with domain teams. Maintain and reconcile escalation matrices and notification distribution lists Tools and Technologies: ITIL Processes, ServiceNow,, Basic Understanding of Infrastructure services ( EUS, DC and Cloud, Network and Security)

Level: L2+L3 Manage all major incidents (Sev1, Sev2) and urgent/on-demand Sev3 incidents in a 24x7 centralized desk. Receive and log incidents via phone, email, and web in SNOW Portal. Perform initial assessment, categorization, and prioritization using the Call Logging Template (CLT). Lead and facilitate incident calls with full ownership until resolution. Conduct initial discovery and provide preliminary support before engaging domain SMEs. Assign incidents to appropriate resolution groups and drive closure. Initiate bridges and release notifications with meaningful progress updates. Keep internal and external stakeholders informed throughout the incident lifecycle. Escalate unresolved incidents per escalation procedures approved by CUSTOMER SPOC. Maintain and update the MIM portal with all relevant incident information. Ensure incidents are not closed until fully resolved and approved by CUSTOMER. Conduct quarterly reviews and audits of processes, roles, and documentation. Maintain daily trackers for P1/P2 incidents and bridge adherence. Publish weekly and monthly dashboards with insightful analysis. Follow up for RCA post-incident closure for CUSTOMER-dependent P1 incidents. Organize monthly cross-skill training with domain teams. Maintain and reconcile escalation matrices and notification distribution lists Tools and Technologies: ITIL Processes, ServiceNow,, Basic Understanding of Infrastructure services ( EUS, DC and Cloud, Network and Security)

Level: L2+L3 Manage all major incidents (Sev1, Sev2) and urgent/on-demand Sev3 incidents in a 24x7 centralized desk. Receive and log incidents via phone, email, and web in SNOW Portal. Perform initial assessment, categorization, and prioritization using the Call Logging Template (CLT). Lead and facilitate incident calls with full ownership until resolution. Conduct initial discovery and provide preliminary support before engaging domain SMEs. Assign incidents to appropriate resolution groups and drive closure. Initiate bridges and release notifications with meaningful progress updates. Keep internal and external stakeholders informed throughout the incident lifecycle. Escalate unresolved incidents per escalation procedures approved by CUSTOMER SPOC. Maintain and update the MIM portal with all relevant incident information. Ensure incidents are not closed until fully resolved and approved by CUSTOMER. Conduct quarterly reviews and audits of processes, roles, and documentation. Maintain daily trackers for P1/P2 incidents and bridge adherence. Publish weekly and monthly dashboards with insightful analysis. Follow up for RCA post-incident closure for CUSTOMER-dependent P1 incidents. Organize monthly cross-skill training with domain teams. Maintain and reconcile escalation matrices and notification distribution lists Tools and Technologies: ITIL Processes, ServiceNow,, Basic Understanding of Infrastructure services ( EUS, DC and Cloud, Network and Security)

Level: L2+L3 Incident Ownership: Manage all major incidents (Sev1 and Sev2) and urgent/on-demand Sev3 incidents in a 24x7 centralized Incident Management desk. Ticket Handling: Receive and log incidents via phone, email, and web in SNOW Portal. Perform initial assessment, categorization, and prioritization using the Call Logging Template (CLT). Initiate bridges and release notifications with meaningful progress updates. Resolution Coordination: Lead and facilitate incident calls with end-to-end ownership until resolution. Conduct initial discovery and provide preliminary support before engaging domain SMEs. Assign incidents to appropriate resolution groups and drive closure. Escalate unresolved incidents per escalation procedures approved by CUSTOMER SPOC. Stakeholder Communication: Keep internal and external stakeholders updated throughout the incident lifecycle. Communicate anticipated resolution times and status changes. Coordinate with backend infrastructure teams to ensure prioritization and resolution. Governance & Compliance: Maintain and update the MIM portal (SNOW) with all relevant incident information. Ensure incidents are not closed until fully resolved and approved by CUSTOMER. Conduct quarterly reviews and audits of processes, roles, and documentation. Maintain daily trackers for P1/P2 incidents and bridge adherence. Reporting & Analysis: Publish weekly and monthly dashboards with insightful analysis. Track and report progress of resolution efforts. Follow up for RCA post-incident closure for CUSTOMER-dependent P1 incidents. Process Improvement: Recommend improvements to documented processes and interfaces. Organize monthly cross-skill training with domain teams. Maintain and reconcile escalation matrices and notification distribution lists. Tools and Technologies: ITIL Processes, ServiceNow,, Basic Understanding of Infrastructure services ( EUS, DC and Cloud, Network and Security)

Level: L2+L3 Incident Ownership: Manage all major incidents (Sev1 and Sev2) and urgent/on-demand Sev3 incidents in a 24x7 centralized Incident Management desk. Ticket Handling: Receive and log incidents via phone, email, and web in SNOW Portal. Perform initial assessment, categorization, and prioritization using the Call Logging Template (CLT). Initiate bridges and release notifications with meaningful progress updates. Resolution Coordination: Lead and facilitate incident calls with end-to-end ownership until resolution. Conduct initial discovery and provide preliminary support before engaging domain SMEs. Assign incidents to appropriate resolution groups and drive closure. Escalate unresolved incidents per escalation procedures approved by CUSTOMER SPOC. Stakeholder Communication: Keep internal and external stakeholders updated throughout the incident lifecycle. Communicate anticipated resolution times and status changes. Coordinate with backend infrastructure teams to ensure prioritization and resolution. Governance & Compliance: Maintain and update the MIM portal (SNOW) with all relevant incident information. Ensure incidents are not closed until fully resolved and approved by CUSTOMER. Conduct quarterly reviews and audits of processes, roles, and documentation. Maintain daily trackers for P1/P2 incidents and bridge adherence. Reporting & Analysis: Publish weekly and monthly dashboards with insightful analysis. Track and report progress of resolution efforts. Follow up for RCA post-incident closure for CUSTOMER-dependent P1 incidents. Process Improvement: Recommend improvements to documented processes and interfaces. Organize monthly cross-skill training with domain teams. Maintain and reconcile escalation matrices and notification distribution lists. Tools and Technologies: ITIL Processes, ServiceNow,, Basic Understanding of Infrastructure services ( EUS, DC and Cloud, Network and Security)

Level: L2+L3 Incident Ownership: Manage all major incidents (Sev1 and Sev2) and urgent/on-demand Sev3 incidents in a 24x7 centralized Incident Management desk. Ticket Handling: Receive and log incidents via phone, email, and web in SNOW Portal. Perform initial assessment, categorization, and prioritization using the Call Logging Template (CLT). Initiate bridges and release notifications with meaningful progress updates. Resolution Coordination: Lead and facilitate incident calls with end-to-end ownership until resolution. Conduct initial discovery and provide preliminary support before engaging domain SMEs. Assign incidents to appropriate resolution groups and drive closure. Escalate unresolved incidents per escalation procedures approved by CUSTOMER SPOC. Stakeholder Communication: Keep internal and external stakeholders updated throughout the incident lifecycle. Communicate anticipated resolution times and status changes. Coordinate with backend infrastructure teams to ensure prioritization and resolution. Governance & Compliance: Maintain and update the MIM portal (SNOW) with all relevant incident information. Ensure incidents are not closed until fully resolved and approved by CUSTOMER. Conduct quarterly reviews and audits of processes, roles, and documentation. Maintain daily trackers for P1/P2 incidents and bridge adherence. Reporting & Analysis: Publish weekly and monthly dashboards with insightful analysis. Track and report progress of resolution efforts. Follow up for RCA post-incident closure for CUSTOMER-dependent P1 incidents. Process Improvement: Recommend improvements to documented processes and interfaces. Organize monthly cross-skill training with domain teams. Maintain and reconcile escalation matrices and notification distribution lists. Tools and Technologies: ITIL Processes, ServiceNow,, Basic Understanding of Infrastructure services ( EUS, DC and Cloud, Network and Security)

Level: L2+L3 Incident Ownership: Manage all major incidents (Sev1 and Sev2) and urgent/on-demand Sev3 incidents in a 24x7 centralized Incident Management desk. Ticket Handling: Receive and log incidents via phone, email, and web in SNOW Portal. Perform initial assessment, categorization, and prioritization using the Call Logging Template (CLT). Initiate bridges and release notifications with meaningful progress updates. Resolution Coordination: Lead and facilitate incident calls with end-to-end ownership until resolution. Conduct initial discovery and provide preliminary support before engaging domain SMEs. Assign incidents to appropriate resolution groups and drive closure. Escalate unresolved incidents per escalation procedures approved by CUSTOMER SPOC. Stakeholder Communication: Keep internal and external stakeholders updated throughout the incident lifecycle. Communicate anticipated resolution times and status changes. Coordinate with backend infrastructure teams to ensure prioritization and resolution. Governance & Compliance: Maintain and update the MIM portal (SNOW) with all relevant incident information. Ensure incidents are not closed until fully resolved and approved by CUSTOMER. Conduct quarterly reviews and audits of processes, roles, and documentation. Maintain daily trackers for P1/P2 incidents and bridge adherence. Reporting & Analysis: Publish weekly and monthly dashboards with insightful analysis. Track and report progress of resolution efforts. Follow up for RCA post-incident closure for CUSTOMER-dependent P1 incidents. Process Improvement: Recommend improvements to documented processes and interfaces. Organize monthly cross-skill training with domain teams. Maintain and reconcile escalation matrices and notification distribution lists. Tools and Technologies: ITIL Processes, ServiceNow,, Basic Understanding of Infrastructure services ( EUS, DC and Cloud, Network and Security)

Level: L2+L3 Incident Ownership: Manage all major incidents (Sev1 and Sev2) and urgent/on-demand Sev3 incidents in a 24x7 centralized Incident Management desk. Ticket Handling: Receive and log incidents via phone, email, and web in SNOW Portal. Perform initial assessment, categorization, and prioritization using the Call Logging Template (CLT). Initiate bridges and release notifications with meaningful progress updates. Resolution Coordination: Lead and facilitate incident calls with end-to-end ownership until resolution. Conduct initial discovery and provide preliminary support before engaging domain SMEs. Assign incidents to appropriate resolution groups and drive closure. Escalate unresolved incidents per escalation procedures approved by CUSTOMER SPOC. Stakeholder Communication: Keep internal and external stakeholders updated throughout the incident lifecycle. Communicate anticipated resolution times and status changes. Coordinate with backend infrastructure teams to ensure prioritization and resolution. Governance & Compliance: Maintain and update the MIM portal (SNOW) with all relevant incident information. Ensure incidents are not closed until fully resolved and approved by CUSTOMER. Conduct quarterly reviews and audits of processes, roles, and documentation. Maintain daily trackers for P1/P2 incidents and bridge adherence. Reporting & Analysis: Publish weekly and monthly dashboards with insightful analysis. Track and report progress of resolution efforts. Follow up for RCA post-incident closure for CUSTOMER-dependent P1 incidents. Process Improvement: Recommend improvements to documented processes and interfaces. Organize monthly cross-skill training with domain teams. Maintain and reconcile escalation matrices and notification distribution lists. Tools and Technologies: ITIL Processes, ServiceNow,, Basic Understanding of Infrastructure services ( EUS, DC and Cloud, Network and Security)

Role Overview: As a Cross Technology Managed Services Engineer (L2) at NTT DATA, you will play an essential role in maintaining the clients" IT infrastructure and systems. Your expertise will help in proactively monitoring, identifying, investigating, and resolving technical incidents and problems, ensuring smooth operations. You will be the go-to person for restoring services and ensuring client satisfaction. Your typical day will involve managing work queues, addressing incidents and requests within SLAs, and updating tickets with actions taken. Collaboration with other teams and clients for second-level support will be crucial for efficient problem resolution. Key Responsibilities: - Proactively monitor, identify, investigate, and resolve technical incidents and problems to ensure smooth operations. - Manage work queues, address incidents and requests within agreed SLAs, and update tickets accordingly. - Collaborate closely with other teams and clients to provide second-level support and ensure efficient problem resolution. - Execute changes meticulously, mitigate risks, and contribute to the change management process with detailed documentation. - Audit incident and request tickets for quality, recommend improvements, and identify tasks for automation to enhance efficiency. - Handle client escalations professionally, assist in disaster recovery functions and tests when necessary. - Contribute to various projects, ensure all changes are approved, and maintain a positive outlook in high-pressure situations. Qualifications Required: - Moderate-level experience in managed services roles handling cross-technology infrastructure. - Knowledge of ticketing tools, preferably ServiceNow. - Familiarity with ITIL processes and experience working with vendors and third parties. - Proficiency in planning activities and projects, considering changing circumstances. - Ability to work longer hours when necessary and adapt to changing circumstances with ease. - Proven ability to communicate effectively and work across different cultures and social groups. - Positive outlook and ability to work well under pressure. - Commitment to placing clients at the forefront of interactions, understanding their requirements, and ensuring a positive experience. - Bachelor's degree in IT/Computing or equivalent work experience. About NTT DATA: NTT DATA is a trusted global innovator of business and technology services with a commitment to helping clients innovate, optimize, and transform for long-term success. With a focus on investing in R&D, diverse experts in more than 50 countries, and a robust partner ecosystem, NTT DATA provides services in business and technology consulting, data and artificial intelligence, industry solutions, and digital and AI infrastructure. As part of NTT Group and headquartered in Tokyo, NTT DATA is dedicated to moving confidently and sustainably into the digital future.,

Job Description: Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you'd like, where you'll be supported and inspired by a collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible. Join us and help the world's leading organizations unlock the value of technology and build a more sustainable, more inclusive world. Role Overview: - Develop and configure custom applications and modules within the ServiceNow platform. - Implement workflows, business rules, UI policies, client scripts, and REST/SOAP integrations. - Customize forms, fields, and tables to meet evolving business requirements. - Collaborate with cross-functional teams to translate functional needs into technical solutions. - Maintain and enhance core modules like Incident, Problem, Change, CMDB, and Knowledge Management. Key Responsibilities: - 6+ years of hands-on experience in IT. - Strong understanding of ServiceNow architecture, scripting (JavaScript), and UI/UX customization. - Proficient in ServiceNow Studio, Flow Designer, and IntegrationHub. - Familiarity with ITIL processes and frameworks. - ServiceNow Certified Application Developer or System Administrator certification is a plus. Additional Details: Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market-leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.,

You will be part of a team responsible for supporting/maintaining the systems used by Sales, Legal, and Marketing teams. Your key responsibilities will include working on incidents raised by end-users. - Work with end-users on incidents related to system issues, requests, and inquiries. - Address issues related to SFDC configuration and simple development problems. - Collaborate with the development team on complex development issues and ensure closure. Qualifications Required: - Bachelor's Degree completion is mandatory. - Minimum 5 years of experience as a Business Analyst with overall IT experience exceeding 8 years. - Hands-on experience in Salesforce administration and configuration is necessary. - Basic knowledge of Salesforce development (Apex, Triggers, Lightning) is required. - Knowledge of Sales Cloud functionality is essential. - Strong analytical, presentation, and communication skills (written and verbal) are necessary. - Flexibility to work in different time zones is required. - Familiarity with ITIL processes is essential. - Ability to prioritize tasks within a collaborative team environment. - Demonstrated flexibility and willingness to go the extra mile to complete tasks. - Drive and enthusiasm for learning and enhancing both technical and functional skills. - Proficiency in Microsoft Word, Excel, PowerPoint, Project, and Visio.,

As an experienced candidate with 5 to 10 years of experience in Data center network infrastructure, Wireless Load balancer, and Wan routing, your role will involve the following: - Experience in Load Balancer technologies such as Radware, F5, or Citrix - Ability to work with ISPs and onsite customers, demonstrating strong communication skills - Possess relevant certifications like CCNA or CCNP - Familiarity with ITIL processes for Incident and Change management - Strong communication, problem-solving, and customer service skills - Capability to collaborate effectively across teams Your qualifications should include a good understanding of software-defined networks, Cisco ACI Technology, Tenant EPG Bridge-domain AEP Policy group interface profile L3out, layer 3 networking, and protocols like BGP and OSPF. Additionally, you should have a solid understanding of data center and wide area network routing/switching.,

As a Product Support Representative at FIS, you will work with clients to provide in-depth product support. Taking incoming inquiries, you will resolve customer concerns related to installation, operation, maintenance, or product application. Key Responsibilities: - Provide in-depth product support and research client issues. - Troubleshoot equipment or software application problems and suggest corrective actions. - Document customer information and recurring technical issues to support product quality programs and development. Qualifications Required: - Prior banking experience is preferred. - Possess strong analytical, organizational, and time management skills. - Ability to work independently and excellent communication skills. - Strong problem-solving abilities with knowledge of FIS products being a plus. - Support application errors, database issues, and system performance. - Collaborate with teams for issue escalation and resolution. - Monitor system logs, performance, and alerts to identify and resolve issues. - Conduct SIT and UAT testing for change requests and incident fixes. - Support deployments, system updates, and configuration changes. - Ensure completion of all documentation and prerequisites before deployment as per CAB requirements. - Work closely with developers, clients, and vendors to resolve complex issues. - Participate in DR drills and apply patches or updates as needed. - Communicate technical updates to business users and stakeholders. Additional Company Details: At FIS, you will have the opportunity to innovate in fintech, access tools for personal and professional growth, work in an inclusive and diverse environment, contribute to the community, and enjoy competitive salary and benefits. Privacy Statement: FIS is committed to safeguarding the privacy and security of all personal information processed to provide client services. For more details on how FIS protects personal information online, please refer to the Online Privacy Notice. Sourcing Model: FIS primarily follows a direct sourcing model for recruitment, with a small portion of hiring through recruitment agencies. FIS does not accept resumes from agencies not on the preferred supplier list and is not liable for any related fees. (Note: The "Nice to Have" section, "pridepass," was not included in the job description as it did not contain relevant job-related information.),