11 Itil Standards Jobs

Job Description 20+ years of experience in SAP Managed Cloud and hosting domain About 10-15 years of Basis Administration/Hosting/Data Center operations experience About 5-8 years of progressive leadership experience Broad and deep working experience in multiple and newer SAP technologies Experience and working relationships with hyper-scalers - AWS, Azure, GCP Manage outsourced hosting vendors and ensure collaboration within teams for customer success Handle escalations beyond regional delivery managers working with counterparts and/or customers Participation in multi-landscape design solutions, architecture recommendations, and client strategies for continuous improvement. Create strategic roadmap for SAP applications/Digitalization and infrastructure in an enterprise IT environment Manage reporting and resolution of issues, risks and dependencies, proactively identifying potential planning gaps, suggesting mitigations to risks, actions to close issues or complete open items Well-versed in multiple facets of the SAP Ecosystem; resolves complex inter and intra-platform issues. Ensures both the Managed Cloud and AMS Basis Teams operate as one, following the same standard operating processes and procedures. Supports the workload management and shifting of workloads between both the Managed Cloud and AMS Basis Teams. Responsible of ensuring all Managed Services Basis Teams adhere to contractual service level agreements in responding to alerts, customer requests, and other SLA requirements. Recommends, assists in implementation of, and ensures compliance with the policies and procedures affecting the delivery of Basis services to all itelligence customers. Assists in the hiring and retention of the Basis Administrators that make the Managed Services Basis Teams. Participates and helps mitigate customer escalations related to the Basis Services being delivered by the Managed Services Basis Teams. NTT DATA Business Solutions Private Limited, Plot no. 4, Soft Sol Tower 2, Third Floor, Software Units Layout, Madhapur, Hi-Tech City, Hyderabad - 500081, Telangana. India www.nttdata-solutions.com Provides coaching and support to their team members in areas such as technical problem solving, workload management, and soft skills. Well versed with ITIL standards Manages projects effectively to obtain targeted business outcomes. Contributes effectively to estimating and comparing financial impacts of technology solutions. Provide guidance to team during high-level architecture, system sizing, and infrastructure requirements definition for future state SAP landscapes Works collaboratively with a diverse team in a globally distributed organization Provide thought leadership and continuous improvement ideas for defining and achieving objectives Coordinate with the team to ensure that PMO standard toolkits and methodologies are being adopted and maintained Strong proponent of automation and hand-on experience is a plus Good command of Microsoft office suite of tools, strong experience with MS Project, Excel and PowerPoint Bachelor&aposs degree required; ITIL certification and PMP certification definitely a plus Flexible to Travel based on the project need for a long term. Job Location - Bangalore and Hyderabad General Strong executive presence and ability to interact at various levels Leadership through communication, coaching, and mentoring to achieve collective success Excellent facilitation skills to build relationships and foster trust at all organizational levels Excellent soft skills and verbal and written communication skills Proven ability to transfer knowledge and stay aware of current trends and technical advancements Able to link the business wish to an IT solution Passionate about SAP, ready to learn and grow Get empowered by NTT DATA Business Solutions! We transform. SAP solutions into Value For any questions related to Job Description, you may connect with below specified contact from Recruiting. Recruiter Name: Antonette Nirisha Recruiter Email ID: [HIDDEN TEXT] NTT DATA Business Solutions is a fast-growing international IT company and one of the worlds leading SAP partners. We are a full service provider delivering everything from business consulting to implementation of SAP solutions, including hosting services and support. Show more Show less

Job Description 20+ years of experience in SAP Managed Cloud and hosting domain About 10-15 years of Basis Administration/Hosting/Data Center operations experience About 5-8 years of progressive leadership experience Broad and deep working experience in multiple and newer SAP technologies Experience and working relationships with hyper-scalers - AWS, Azure, GCP Manage outsourced hosting vendors and ensure collaboration within teams for customer success Handle escalations beyond regional delivery managers working with counterparts and/or customers Participation in multi-landscape design solutions, architecture recommendations, and client strategies for continuous improvement. Create strategic roadmap for SAP applications/Digitalization and infrastructure in an enterprise IT environment Manage reporting and resolution of issues, risks and dependencies, proactively identifying potential planning gaps, suggesting mitigations to risks, actions to close issues or complete open items Well-versed in multiple facets of the SAP Ecosystem; resolves complex inter and intra-platform issues. Ensures both the Managed Cloud and AMS Basis Teams operate as one, following the same standard operating processes and procedures. Supports the workload management and shifting of workloads between both the Managed Cloud and AMS Basis Teams. Responsible of ensuring all Managed Services Basis Teams adhere to contractual service level agreements in responding to alerts, customer requests, and other SLA requirements. Recommends, assists in implementation of, and ensures compliance with the policies and procedures affecting the delivery of Basis services to all itelligence customers. Assists in the hiring and retention of the Basis Administrators that make the Managed Services Basis Teams. Participates and helps mitigate customer escalations related to the Basis Services being delivered by the Managed Services Basis Teams. NTT DATA Business Solutions Private Limited, Plot no. 4, Soft Sol Tower 2, Third Floor, Software Units Layout, Madhapur, Hi-Tech City, Hyderabad - 500081, Telangana. India www.nttdata-solutions.com Provides coaching and support to their team members in areas such as technical problem solving, workload management, and soft skills. Well versed with ITIL standards Manages projects effectively to obtain targeted business outcomes. Contributes effectively to estimating and comparing financial impacts of technology solutions. Provide guidance to team during high-level architecture, system sizing, and infrastructure requirements definition for future state SAP landscapes Works collaboratively with a diverse team in a globally distributed organization Provide thought leadership and continuous improvement ideas for defining and achieving objectives Coordinate with the team to ensure that PMO standard toolkits and methodologies are being adopted and maintained Strong proponent of automation and hand-on experience is a plus Good command of Microsoft office suite of tools, strong experience with MS Project, Excel and PowerPoint Bachelor&aposs degree required; ITIL certification and PMP certification definitely a plus Flexible to Travel based on the project need for a long term. Job Location - Bangalore and Hyderabad General Strong executive presence and ability to interact at various levels Leadership through communication, coaching, and mentoring to achieve collective success Excellent facilitation skills to build relationships and foster trust at all organizational levels Excellent soft skills and verbal and written communication skills Proven ability to transfer knowledge and stay aware of current trends and technical advancements Able to link the business wish to an IT solution Passionate about SAP, ready to learn and grow Get empowered by NTT DATA Business Solutions! We transform. SAP solutions into Value For any questions related to Job Description, you may connect with below specified contact from Recruiting. Recruiter Name: Gowtham K Recruiter Email ID: [HIDDEN TEXT] NTT DATA Business Solutions is a fast-growing international IT company and one of the worlds leading SAP partners. We are a full service provider delivering everything from business consulting to implementation of SAP solutions, including hosting services and support. Show more Show less

Job Description 20+ years of experience in SAP Managed Cloud and hosting domain About 10-15 years of Basis Administration/Hosting/Data Center operations experience About 5-8 years of progressive leadership experience Broad and deep working experience in multiple and newer SAP technologies Experience and working relationships with hyper-scalers - AWS, Azure, GCP Manage outsourced hosting vendors and ensure collaboration within teams for customer success Handle escalations beyond regional delivery managers working with counterparts and/or customers Participation in multi-landscape design solutions, architecture recommendations, and client strategies for continuous improvement. Create strategic roadmap for SAP applications/Digitalization and infrastructure in an enterprise IT environment Manage reporting and resolution of issues, risks and dependencies, proactively identifying potential planning gaps, suggesting mitigations to risks, actions to close issues or complete open items Well-versed in multiple facets of the SAP Ecosystem; resolves complex inter and intra-platform issues. Ensures both the Managed Cloud and AMS Basis Teams operate as one, following the same standard operating processes and procedures. Supports the workload management and shifting of workloads between both the Managed Cloud and AMS Basis Teams. Responsible of ensuring all Managed Services Basis Teams adhere to contractual service level agreements in responding to alerts, customer requests, and other SLA requirements. Recommends, assists in implementation of, and ensures compliance with the policies and procedures affecting the delivery of Basis services to all itelligence customers. Assists in the hiring and retention of the Basis Administrators that make the Managed Services Basis Teams. Participates and helps mitigate customer escalations related to the Basis Services being delivered by the Managed Services Basis Teams. NTT DATA Business Solutions Private Limited, Plot no. 4, Soft Sol Tower 2, Third Floor, Software Units Layout, Madhapur, Hi-Tech City, Hyderabad - 500081, Telangana. India www.nttdata-solutions.com Provides coaching and support to their team members in areas such as technical problem solving, workload management, and soft skills. Well versed with ITIL standards Manages projects effectively to obtain targeted business outcomes. Contributes effectively to estimating and comparing financial impacts of technology solutions. Provide guidance to team during high-level architecture, system sizing, and infrastructure requirements definition for future state SAP landscapes Works collaboratively with a diverse team in a globally distributed organization Provide thought leadership and continuous improvement ideas for defining and achieving objectives Coordinate with the team to ensure that PMO standard toolkits and methodologies are being adopted and maintained Strong proponent of automation and hand-on experience is a plus Good command of Microsoft office suite of tools, strong experience with MS Project, Excel and PowerPoint Bachelor&aposs degree required; ITIL certification and PMP certification definitely a plus Flexible to Travel based on the project need for a long term. Job Location - Bangalore and Hyderabad General Strong executive presence and ability to interact at various levels Leadership through communication, coaching, and mentoring to achieve collective success Excellent facilitation skills to build relationships and foster trust at all organizational levels Excellent soft skills and verbal and written communication skills Proven ability to transfer knowledge and stay aware of current trends and technical advancements Able to link the business wish to an IT solution Passionate about SAP, ready to learn and grow Get empowered by NTT DATA Business Solutions! We transform. SAP solutions into Value For any questions related to Job Description, you may connect with below specified contact from Recruiting. Recruiter Name: Antonette Nirisha Recruiter Email ID: [HIDDEN TEXT] NTT DATA Business Solutions is a fast-growing international IT company and one of the worlds leading SAP partners. We are a full service provider delivering everything from business consulting to implementation of SAP solutions, including hosting services and support. Show more Show less

Job Description 20+ years of experience in SAP Managed Cloud and hosting domain About 10-15 years of Basis Administration/Hosting/Data Center operations experience About 5-8 years of progressive leadership experience Broad and deep working experience in multiple and newer SAP technologies Experience and working relationships with hyper-scalers - AWS, Azure, GCP Manage outsourced hosting vendors and ensure collaboration within teams for customer success Handle escalations beyond regional delivery managers working with counterparts and/or customers Participation in multi-landscape design solutions, architecture recommendations, and client strategies for continuous improvement. Create strategic roadmap for SAP applications/Digitalization and infrastructure in an enterprise IT environment Manage reporting and resolution of issues, risks and dependencies, proactively identifying potential planning gaps, suggesting mitigations to risks, actions to close issues or complete open items Well-versed in multiple facets of the SAP Ecosystem; resolves complex inter and intra-platform issues. Ensures both the Managed Cloud and AMS Basis Teams operate as one, following the same standard operating processes and procedures. Supports the workload management and shifting of workloads between both the Managed Cloud and AMS Basis Teams. Responsible of ensuring all Managed Services Basis Teams adhere to contractual service level agreements in responding to alerts, customer requests, and other SLA requirements. Recommends, assists in implementation of, and ensures compliance with the policies and procedures affecting the delivery of Basis services to all itelligence customers. Assists in the hiring and retention of the Basis Administrators that make the Managed Services Basis Teams. Participates and helps mitigate customer escalations related to the Basis Services being delivered by the Managed Services Basis Teams. NTT DATA Business Solutions Private Limited, Plot no. 4, Soft Sol Tower 2, Third Floor, Software Units Layout, Madhapur, Hi-Tech City, Hyderabad - 500081, Telangana. India www.nttdata-solutions.com Provides coaching and support to their team members in areas such as technical problem solving, workload management, and soft skills. Well versed with ITIL standards Manages projects effectively to obtain targeted business outcomes. Contributes effectively to estimating and comparing financial impacts of technology solutions. Provide guidance to team during high-level architecture, system sizing, and infrastructure requirements definition for future state SAP landscapes Works collaboratively with a diverse team in a globally distributed organization Provide thought leadership and continuous improvement ideas for defining and achieving objectives Coordinate with the team to ensure that PMO standard toolkits and methodologies are being adopted and maintained Strong proponent of automation and hand-on experience is a plus Good command of Microsoft office suite of tools, strong experience with MS Project, Excel and PowerPoint Bachelor&aposs degree required; ITIL certification and PMP certification definitely a plus Flexible to Travel based on the project need for a long term. Job Location - Bangalore and Hyderabad General Strong executive presence and ability to interact at various levels Leadership through communication, coaching, and mentoring to achieve collective success Excellent facilitation skills to build relationships and foster trust at all organizational levels Excellent soft skills and verbal and written communication skills Proven ability to transfer knowledge and stay aware of current trends and technical advancements Able to link the business wish to an IT solution Passionate about SAP, ready to learn and grow Get empowered by NTT DATA Business Solutions! We transform. SAP solutions into Value For any questions related to Job Description, you may connect with below specified contact from Recruiting. Recruiter Name: Gowtham K Recruiter Email ID: [HIDDEN TEXT] NTT DATA Business Solutions is a fast-growing international IT company and one of the worlds leading SAP partners. We are a full service provider delivering everything from business consulting to implementation of SAP solutions, including hosting services and support. Show more Show less

Job Description 20+ years of experience in SAP Managed Cloud and hosting domain About 10-15 years of Basis Administration/Hosting/Data Center operations experience About 5-8 years of progressive leadership experience Broad and deep working experience in multiple and newer SAP technologies Experience and working relationships with hyper-scalers - AWS, Azure, GCP Manage outsourced hosting vendors and ensure collaboration within teams for customer success Handle escalations beyond regional delivery managers working with counterparts and/or customers Participation in multi-landscape design solutions, architecture recommendations, and client strategies for continuous improvement. Create strategic roadmap for SAP applications/Digitalization and infrastructure in an enterprise IT environment Manage reporting and resolution of issues, risks and dependencies, proactively identifying potential planning gaps, suggesting mitigations to risks, actions to close issues or complete open items Well-versed in multiple facets of the SAP Ecosystem; resolves complex inter and intra-platform issues. Ensures both the Managed Cloud and AMS Basis Teams operate as one, following the same standard operating processes and procedures. Supports the workload management and shifting of workloads between both the Managed Cloud and AMS Basis Teams. Responsible of ensuring all Managed Services Basis Teams adhere to contractual service level agreements in responding to alerts, customer requests, and other SLA requirements. Recommends, assists in implementation of, and ensures compliance with the policies and procedures affecting the delivery of Basis services to all itelligence customers. Assists in the hiring and retention of the Basis Administrators that make the Managed Services Basis Teams. Participates and helps mitigate customer escalations related to the Basis Services being delivered by the Managed Services Basis Teams. NTT DATA Business Solutions Private Limited, Plot no. 4, Soft Sol Tower 2, Third Floor, Software Units Layout, Madhapur, Hi-Tech City, Hyderabad - 500081, Telangana. India www.nttdata-solutions.com Provides coaching and support to their team members in areas such as technical problem solving, workload management, and soft skills. Well versed with ITIL standards Manages projects effectively to obtain targeted business outcomes. Contributes effectively to estimating and comparing financial impacts of technology solutions. Provide guidance to team during high-level architecture, system sizing, and infrastructure requirements definition for future state SAP landscapes Works collaboratively with a diverse team in a globally distributed organization Provide thought leadership and continuous improvement ideas for defining and achieving objectives Coordinate with the team to ensure that PMO standard toolkits and methodologies are being adopted and maintained Strong proponent of automation and hand-on experience is a plus Good command of Microsoft office suite of tools, strong experience with MS Project, Excel and PowerPoint Bachelor&aposs degree required; ITIL certification and PMP certification definitely a plus Flexible to Travel based on the project need for a long term. Job Location - Bangalore and Hyderabad General Strong executive presence and ability to interact at various levels Leadership through communication, coaching, and mentoring to achieve collective success Excellent facilitation skills to build relationships and foster trust at all organizational levels Excellent soft skills and verbal and written communication skills Proven ability to transfer knowledge and stay aware of current trends and technical advancements Able to link the business wish to an IT solution Passionate about SAP, ready to learn and grow Get empowered by NTT DATA Business Solutions! We transform. SAP solutions into Value For any questions related to Job Description, you may connect with below specified contact from Recruiting. Recruiter Name: Antonette Nirisha Recruiter Email ID: [HIDDEN TEXT] NTT DATA Business Solutions is a fast-growing international IT company and one of the worlds leading SAP partners. We are a full service provider delivering everything from business consulting to implementation of SAP solutions, including hosting services and support. Show more Show less

Synopsis of the role This role will be responsible to manage and support the IT infrastructure and related day-to-day operations within our data center. This role also requires to implement and manage Governance controls on all Infra and platform assets. This role requires close collaboration with InfoSec, SMEs, Audit, Compliance and other IT teams to ensure smooth operations and compliance with security standards and regulatory requirements. What Youll Do Governance: Implement 100% governance and controls on all infra and platform assets to ensure compliance with ITIL standards and regulatory provisions all the time. Review and control all vendor accesses to ECIS infra assets and implement governance and controls mechanisms to ensure authorized and secure accesses all the time. Infrastructure Solution Architecture Creating and maintaining an accurate and up-to-date inventory of all infra and platform assets used in ECIS. This includes devices, licenses, subscriptions for all types of devices and platform software such as OS, databases, middleware, end user software etc. Plan and implement right sized infra and platform capacities for current production and future growth to ensure that all performance SLAs for data ingestion, online/batch PRs and BMs, Analytics and Insights etc., are adhered to 100% of the times. Ensure high availability and uptime of all infrastructure platforms and services. Technology Controls: Manage Infra Risk Register. Facilitating Audit, Risk and Controls Assurance across the department. Frontend Internal and External audits, ensure compliance to regulatory requirements. Process Standardization: Sets the standards and working practices for the infra team. Consolidate and communicate best practices. Innovate and lead on tooling to support the wider function. Budgets and Financials Prepare yearly IT budget (CAPEX and OPEX) for the Infrastructure requirements Issue vendor POs on time Work closely with finance to provide accurate and timely cost and spend projections so as to ensure that finance is able to accurately account for the financials into the P&L. Review and track all vendor invoices to their corresponding outcomes / SLA performance and milestones and/or timesheets before sending the invoices onward to finance to effect the payments. Ensure that there are no SLA performance breaches that require raising penalty provisions. Ensure timely vendor payments Vendor Management Key contact for Technology Infrastructure Vendor Management Ensure periodic vendor governance cadences Review and track Supplier SLAs and KPIs Responsible for Third Party Assurance and setting framework to govern supplier relationships. What Experience You Need You should be willing to work from our Mumbai Office Bachelors degree, preferably B.E. Experience of at least 7-8 years in delivering enterprise business solutions Working experience with BFSI organizations, minimum 3 years at mid-level management in mid to large size organizations. Exposure to RBI submissions, audits, and assessments Experience of minimum 3-5 years in managing datacenter operations. What Could Set You Apart Possess the required in-depth knowledge and experience needed to operate independently with limited guidance and oversight Apply a new perspective on existing solutions to solve complex problems Faced more than 2 RBI CSITE audits Show more Show less

Job Description JD for PowerCurve (PCC) Platform Support Analyst Responsibilities: . Manage and support the PowerCurve Collections (PCC) platform ensuring high availability and performance. . Monitor and resolve batch processing failures including SOD1, SOD2, and SOD3. . Handle encryption and decryption issues including PGP key expiry and downstream system encryption failures. . Manage ingestion of Credit Providers and ComputerShare return files and outbound files. . Resolve issues related to incorrect customer communications such as erroneous arrears SMS notifications. . Support PROD, UAT and SIT environments including access issues and database permissions. . Resolve metadata and datawarehouse integration generation issues including checksum errors and data delays. . Ensure accurate collections communications and hardship arrangement processing. . Collaborate with IT and business teams to align PCC functionality with operational needs. . Engage in ITIL Incident, Problem, and Release Management processes. . Document support procedures and maintain production support documentation. . Provide L2/L3 support and escalate to Experian vendor when necessary. . Manage releases and deployment into customer environments. . Functional knowledge of Debt management (collections and recoveries) systems. . Understanding of Collection workflow queues containing details of customers operating outside lending arrangements (over limit, in arrears, etc.). Primary Skills PowerCurve (PCC) Platform Support Analyst: Responsibilities: . Manage and support the PowerCurve Collections (PCC) platform ensuring high availability and performance. . Monitor and resolve batch processing failures including SOD1, SOD2, and SOD3. . Handle encryption and decryption issues including PGP key expiry and downstream system encryption failures. . Manage ingestion of Credit Providers and ComputerShare return files and outbound files. . Resolve issues related to incorrect customer communications such as erroneous arrears SMS notifications. . Support PROD, UAT and SIT environments including access issues and database permissions. . Resolve metadata and datawarehouse integration generation issues including checksum errors and data delays. . Ensure accurate collections communications and hardship arrangement processing. . Collaborate with IT and business teams to align PCC functionality with operational needs. . Engage in ITIL Incident, Problem, and Release Management processes. . Document support procedures and maintain production support documentation. . Provide L2/L3 support and escalate to Experian vendor when necessary. . Manage releases and deployment into customer environments. . Functional knowledge of Debt management (collections and recoveries) systems. . Understanding of Collection workflow queues containing details of customers operating outside lending arrangements (over limit, in arrears, etc.). Skill set: . At least 5 years experience in a similar role within the Banking / Finance industry. . Proficiency in managing PowerCurve Collections (PCC) platform. . Strong understanding of batch processing, encryption, and file ingestion workflows. . Experience with ServiceNow ITIL standards and structured support environments. . Excellent troubleshooting and problem-solving skills. . Python application and SQL database management experience. . PowerCurve (PCC) platform encryption/decryption, Azure portal, and log analysis. . Proficient in Python, Oracle, MySQL. . Strong background in incident, change, and problem management within banking and financial applications.

As the primary contact point for end users through phone, chat, and self-service tickets, you will be responsible for qualifying and opening tickets for remediation of events. It will also be your duty to triage tickets to the respective teams and provide regular updates and follow-ups on tickets in the queue until their closure. Your role will involve managing a variety of technically complicated tasks effectively, drawing on your experience in remote support and troubleshooting skills. An understanding of basic hardware accessories, devices, and peripherals is expected, along with flexibility for rotational shifts. Excellent oral and written communication skills are essential, as is exposure to practicing ITIL standards for infrastructure management. Desirable skills for this role include 6 months to 2 years of experience and the ability to comprehend email flow issues both internally and externally. You should be proficient in end-user support, OS troubleshooting and support, as well as basic software troubleshooting and support (MS Office, messengers, Outlook, etc.). Demonstrating a high level of customer relationship skills, including email etiquette, will be crucial. Additionally, good communication skills, follow-up skills, and willingness to work in rotational shifts are highly valued in this position. Your responsibilities may also involve remote troubleshooting as needed.,

As the Director of Service Management at Barry Callebaut Digital (BCD), you will play a pivotal role in leading the digital transformation within the chocolate industry. Reporting directly to the VP Technology Services, you will have the opportunity to shape the operational support and service management, thereby enhancing the digital way of working. Your key responsibilities will include leading the development and management of global service management teams, implementing IT service management tooling, processes, and governance structures. You will also be responsible for developing a strategic roadmap for IT service management capabilities, driving standardization of IT services, and overseeing the implementation of the service management platform. In this global leadership role, you will collaborate with key stakeholders across various locations, requiring up to 20% travel. To excel in this position, you should hold a graduate degree in IT/technology or a related field, possess significant experience in IT service management frameworks such as ITIL v3 and ITIL v4, and have a deep understanding of ITSM tooling, especially ServiceNow. Additionally, you should have a minimum of 10 years of relevant work experience, including experience in managing global service desk operations and leading IT teams. You should demonstrate a hands-on attitude, strong technical knowledge, and the ability to drive change collaboratively on a global scale. Your success in this role will depend on your ability to inspire and motivate diverse teams, prioritize service excellence, and foster a culture of continuous improvement and learning. Furthermore, you should possess excellent communication skills, the capacity to build internal and external partnerships, and a passion for user-centric technology and innovation. At Barry Callebaut, we are committed to Diversity & Inclusion, and we value individuals who can contribute to their full potential while upholding high ethical standards in all decisions and actions. Join us in our mission to lead the digital revolution in the chocolate industry and make a significant impact on the future of BC Digital. #oneBC - Diverse People, Sustainable Growth.,

As a Manager IT Operations at UST HealthProof, you will lead and manage production support operations to ensure high service quality and customer satisfaction. Your responsibilities will include overseeing a geographically distributed support team responsible for health plan technology solutions. Reporting to the Director of Delivery, you will be tasked with managing SLAs, coordinating change and issue resolution, driving operational efficiency, and delivering continuous improvements aligned with business goals. Key Responsibilities - Ensure operational excellence for customer-facing technology delivery. - Drive resolution of production incidents and conduct root cause analysis. - Generate SLA/operational reports for internal stakeholders and customers. - Manage incidents using ITSM tools like JIRA or ServiceNow. - Coordinate with internal and external teams for support and upgrades. - Lead customer calls, prioritize daily support issues, and handle escalations. - Identify value-added innovations and efficiency opportunities. - Mentor and guide the support team; manage team development and performance evaluations. - Participate in contract renewals, SOWs, and onboarding activities. - Ensure knowledge management and upskilling through platforms like TICL, GAMA, etc. - Strategically contribute to account growth via resource planning and new engagements. Mandatory Skills - Minimum 6+ years managing production support in a mid to large-scale IT environment. - Strong hands-on experience with ServiceNow/JIRA or other ITSM tools. - Experience in SLA governance and operational reporting. - Proven capability in SQL, Excel, and PowerPoint. - Working knowledge of Cloud platforms (AWS/GCP). - Excellent understanding of ITIL standards and practices. - Experience managing support for enterprise applications or healthcare systems. Good To Have Skills - Informatica / Informatica Cloud experience (highly desirable). - Knowledge of SOAP, EDI, and ETL processing. - Familiarity with SaaS platforms and HealthEdge applications. - PMP/Prince2/CSM certification or equivalent. - Exposure to working with SOWs, SLAs, contract management, and change requests. - Experience in working in an onshore-offshore delivery model. Soft Skills - Strong communication and presentation abilities. - Customer-focused mindset and ability to foster strong relationships. - High ownership, problem-solving attitude, and stakeholder management. - Ability to manage critical escalations under pressure. - Team mentoring, conflict resolution, and people development. - Agility in multitasking across priorities and timelines. Outputs & Success Metrics - Timely and quality SLA/Operational reporting. - Effective incident reduction and permanent fixes implementation. - Improved customer satisfaction (C-SAT/NPS). - Seamless knowledge transfers and upskilling initiatives. - Measurable team engagement, development, and performance. - Achievement of project/account financial targets (EBITDA). - Value additions and innovations introduced in the engagement. Certifications (Preferred) - PMP / Prince2 / CSM - ITIL v3 or v4 Foundation / Intermediate About UST HealthProof UST HealthProof is reshaping the future of health insurance operations by building best-in-class cloud-based administrative ecosystems. With a focus on reducing administrative costs and improving the healthcare experience, we aim to drive meaningful industry transformation while nurturing individual growth within a startup culture.,

FICO (NYSE: FICO) is a leading global analytics software company, helping businesses in 100+ countries make better decisions. Join our world-class team today and fulfill your career potential! The Opportunity - Sr Director, Site Reliability Engineering What You'll Contribute As a generalist, support the full stack of Public Cloud, Private Cloud and hosted web-based applications. Manage the operations and stability of the environments in accordance with established procedures and best practices, while contributing to continuous improvement within those processes and procedures. Drive incidents to resolution. Implement, monitor, refresh, and perform disaster recovery tasks on all supported applications. What We're Seeking Intermediate to advanced RedHat Enterprise Linux (RHEL) experience. Knowledge of web technologies (JBoss, Tomcat, Apache HTTP Server, OpenAM). Outsystems a plus. Working knowledge of relational database systems - MySQL, SQL Server 2005/2008/2012, Oracle 11 and Oracle RAC. Working knowledge of LDAP design, implementation and networking. Knowledge and experience administering multi-platform operating system environments (Windows and LINUX). Working knowledge of Storage Management Solutions (SAN, NAS, etc.). Working knowledge of networking systems and protocols, firewalls and TCP/IP networks, standards, and architectures. Hands-on knowledge of load balancers and firewalls desired. Familiarity with ITIL standards and technologies (ServiceNow). Scripting/programming experience in Puppet, Powershell, PERL, .NET, Python or UNIX Shell a plus. Our Offer to You An inclusive culture strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others. The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences. Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so. An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie. Why Make a Move to FICO At FICO, you can develop your career with a leading organization in one of the fastest-growing fields in technology today - Big Data analytics. You'll play a part in our commitment to help businesses use data to improve every choice they make, using advances in artificial intelligence, machine learning, optimization, and much more. FICO makes a real difference in the way businesses operate worldwide: . Credit Scoring - FICO Scores are used by 90 of the top 100 US lenders. . Fraud Detection and Security - 4 billion payment cards globally are protected by FICO fraud systems. . Lending - 3/4 of US mortgages are approved using the FICO Score. Global trends toward digital transformation have created tremendous demand for FICO's solutions, placing us among the world's top 100 software companies by revenue. We help many of the world's largest banks, insurers, retailers, telecommunications providers and other firms reach a new level of success. Our success is dependent on really talented people - just like you - who thrive on the collaboration and innovation that's nurtured by a diverse and inclusive environment. We'll provide the support you need, while ensuring you have the freedom to develop your skills and grow your career. Join FICO and help change the way business thinks! Learn more about how you can fulfil your potential at FICO promotes a culture of inclusion and seeks to attract a diverse set of candidates for each job opportunity. We are an equal employment opportunity employer and we're proud to offer employment and advancement opportunities to all candidates without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Research has shown that women and candidates from underrepresented communities may not apply for an opportunity if they don't meet all stated qualifications. While our qualifications are clearly related to role success, each candidate's profile is unique and strengths in certain skill and/or experience areas can be equally effective. If you believe you have many, but not necessarily all, of the stated qualifications we encourage you to apply. Information submitted with your application is subject to the FICO Privacy policy at