56 Itil V3 Jobs

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Role: ITIL Experience: 2+yrs in ITIL Salary: upto 6 LPA Location: Pune & Bangalore Immediate Joiners Rotational Shift & week Off Walk-in Interview Regards, Janani 9600445623

About the Job The Service Desk Manager (SDM) plays a critical role in the IntouchCX Global Service Desk team and will oversee the day-to-day activities of service-desk operations, ensuring users and business teams receive the support they require. The role is a combination of general management, service operations, and special projects. The Service Desk Manager will wear many hats - in addition to managing a potentially large team of support agents, they will also monitor operations to make sure issues and service requests are addressed on time, and ensure the staff are meeting and exceeding expectations in regards to performance, defined metrics/benchmarks, and ensure that standards and processes are followed to provide effective customer service and meet requirements. They would also serve as the service-desk liaison to major business-impacting initiatives. As Global Service Desk Manager, You Will Manage the day-to-day operations of a 24/7 Global Service Desk with teams working across multiple geographical locations, providing phone, email, and live chat support in line with the agreed Service Level Agreements. Demonstrate a strong understanding of process, delivery, and operations management to ensure efficient and effective execution of operations. Provide and manage service delivery best practices, managing tickets, chats, escalations, and client expectations. Monitor metrics to ensure continual improvement on all processes, as well as to identify problem trends to reduce future service incidents. Oversee team schedules and resource capacity for each shift to ensure balancing to prevent burnout. Develop SLAs and OLAs to set expectations and measure the performance of the Global Service Desk team. Serve as an escalation point for incident resolution, providing conflict resolution to drive project quality. Owner of key measurements and service levels for Global Service Desk services. Responsible for ensuring all KPIs and metrics are measured and adhered to. Provide data and reporting of KPIs and trends to the IT department and others in ad-hoc, weekly, monthly, and as needed. Deep dive into processes to identify gaps and develop strategies for improvement. Responsible for mentoring and coaching the Global Service Desk leads and teams with their career plans. Focus on delivery and can direct their team to deliver Service Level Agreements that enable the business to meet its objectives. Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties, and discuss successes and challenges. Conduct annual performance evaluations for all direct reports. Regularly connect with leadership and management to review Global Service Desk performance and ongoing issues. Maintain a close working relationship with internal and external stakeholders to meet Service Level Agreements. Responsible for supervising the team, managing team conflicts, and demonstrating quick decision-making capabilities to maintain sound team health. Review the team's performance regularly and provide necessary feedback and guidance for improvements. Plan, coordinate, and manage ad-hoc projects for the GSD team as needed. Act as a liaison between GSD and other IT and support departments. As Global Service Desk Manager, You Need Full-time Technical Graduate or relevant post-secondary degree preferred. Must have 12+ years of experience in IT service management. 5+ years of relevant experience in managing IT Help Desk Operations or Technical Service Desk. Understand processes, delivery, and operations management. 7 + years of experience working in the Service Desk under various roles. Subject matter expert in ITIL V3 or V4 service management with a proven background in various technical disciplines and technologies. ITIL certification is desired. Additional technical certifications are an asset. Must have good logical probing, understanding, and troubleshooting skills. Must have exceptional written and oral communication skills. Technical awareness with hands-on knowledge and experience on various technologies. Positive attitude towards solving customer problems. Ability to accurately prioritize tasks and accomplish them in a timely fashion. Ability to review various processes and procedures to keep them up to date at regular intervals. Self-motivated and able to work in a fast-paced environment with the ability to think and act independently. Strong analytical and problem-solving skills. Strong relationship-building skills, can network and work well with remote stakeholders. Excellent reporting and presentation skills. Superior attention to detail with an eye for accuracy.

About The Role Executing end to end Process consulting projects based on ITIL V3/V4, ISO 20000 CMMI SVC models and frameworks Strategize and Design Services Lead and Manage Transition / Transformation programs Design ITOM, Define Governance, DevOps, Agile / SAFe Conducting process assessments and prepare gap analysis reports, Establishing Process Improvement Roadmaps, Process Definition with the help of Process Requirement Specification Document, Piloting, Development and institutionalizing the new process Drive Continuous Service Improvement programs using various methods and techniques Define measurement framework for SLAKPIs Facilitate integration of service management tools, processes and SLA KPIs Perform process and SLA KPIs testing on service management tools Timely reporting of the status on the assignments to clients and stakeholders Conducting ITIL training programs at all levels and active involvement in development and maintenance of training course materials Ownership of client engagements and quality deliverables Primary Skills Experience in defining ITIL processes Should have executed end to end consulting assignment which includes Service Design, Gap analysis, Process Definition, implementation road map and auditing Knowledge on Application and infrastructure Maintenance lifecycle and Transition Experience in working directly with clients Excellent communication, interpersonal & presentation skills Secondary Skills ITIL process definition, ServiceNow Design/Configuration/Operations ITIL Process (All 7 processes should have exposure

Roles and Roles & Responsibilities: IT Infrastructure Management: Oversee IT infrastructure connectivity across India, ensuring seamless integration and high availability for the SAS-based application platform, including network management, cloud services, and hardware/software provisioning to support business operations in key regions like Andhra Pradesh, Telangana, and Karnataka, including new branch roll out with team and its connectivity needs with Cloud as well as central office. Creating DC and DR set up at appropriate time as per regulatory need. IT End-User Support: Manage team of IT support officers for end-user support services, including helpdesk operations, device management, troubleshooting, and training to ensure minimal downtime and enhanced productivity for employees across the organization. Do evaluation of Managed Service assignment vendor, Finalize the Total Cost of Ownership and transfer the same to identified vendor for better TAT on IT support services as per Service Level Agreement. Reduce the resources at Branches and replace them with Managed Service arrangements. Implement Peripheral IT Application Projects: Oversee and execute peripheral IT application projects, including implementation and integration of systems like HRMS, IT Ticketing System, IDAM, CRM Service, AML, ALM, Legal (Provakil) application and other business-supporting applications to enhance operational efficiency. Governance Framework: Establish and monitor an auditable IT governance framework, including assisting the CTO to set up / strengthen Change management process, Change Approval Board and Solution Architecture Board, cost approval process and be consistent with regulatory / RBI master directions. Work closely with Application Leads and CTO to set up processes for the same. Help CTO to Create of auditable Governance framework by creating a PMO office by aligning with application / project managers IT Policies & Compliance: Develop, implement, and update policies (e.g., IT Policy, IT outsourcing, IT change management process, data security, business continuity Management, digital lending, cybersecurity) aligned with RBI guidelines, adapting to regulatory changes and executing required updates. IT budget: Preparing and keeping a track of IT Budget consumption as per approved Budget visa vi Actual Consumption. Aligning with respective IT Application leads to ensure that compliance to Budget is tracked in detail. IT Infra & Peripheral Application Project Program Management: Implement various IT infrastructure related initiatives by having strong Governance around the same with vendor to CTO Ensure existing IT Infra Architecture and Product capabilities are used & enhanced as per available tools in the market and available Budget Be a mentor for IT Infra team and End user Support team and groom them To work closely with CTO to implement best practices, automate and digitize the Technology Stack Carry out various POCs and ensure that automation initiatives are successful before implementing the same. Carry out Peripheral Application implementation like CRM Customer Service, Feedback management, AML, ALM, Low Code Platform of Zoho etc. Collaborate with the CTO and cross-functional teams (e.g., Infosec, Risk, Compliance) to ensure compliance of various initiatives like DPDP, Aadhar masking, IDAM, AD, ZTN, infra security related initiatives Manage CAPEX/OPEX budgets for IT infrastructure & Governance, Peripheral Application projects, ensuring cost control and budget adherence. Stay abreast of industry trends in NBFC regulations, Define KPIs for IT Infra, Cloud related performance, user adoption, and system reliability, using data analytics to measure success and drive continuous improvement Track Cloud cost to ensure it is optimally used to ensure cost does not increase. Governance: Ensure that IT Governance to Sr Management is conducted while implementing IT Infrastructure, Security related initiatives Conduct regular Governance of IT Infra programs with vendors and measure KPI of the vendor Strategy and Planning Plan and implement, Revamp IREP IT Infrastructure in gradual manner to make compliant and robust from security perspective. Manage CAPEX/OPEX budgets for IT Infra related initiatives, ensuring cost control and ROI-driven decisions as per allocated Budget Stay abreast of industry trends in NBFC regulations Define KPIs for application performance, user adoption, and system reliability, using data analytics to measure success and drive continuous improvement. Evaluate vendor agreement and ensure IREP rights are protected by ensuring all clauses along with legal team Team Management and Leadership Lead and mentor a team of 5 (3 IT Infra members, 3 Peripheral Application team & 3 Zoho Team members) & Vendor Implementation team including Foster a collaborative environment, conducting agile ceremonies for Governance adherence Manage vendor relationships and external partners for outsourced development or integrations. Ensure compliance with internal audits, regulatory requirements (e.g., RBI guidelines for NBFCs), and data security & infra security standards. IT Infra Program Management and Solution Design: Oversee the implementation team for IT infra initiatives along with Solution Design as per security framework Development and Delivery Drive the end-to-end lifecycle of IT infra projects, from ideation to launch, including prototyping, POC, testing, and post-launch feedback loops. Monitor system health, troubleshoot issues, and coordinate via support teams for incident resolution and user support. Stakeholder Engagement Engage with Function Heads, C- Suite members, business heads, and external stakeholders to align applications with business needs and gather feedback. Present progress updates, roadmaps, and impact metrics in executive reviews. Collaborate with Data Science and Analytics teams to integrate insights into applications for better decision-making. Domain and Soft Skills: Domain Skills: Expertise in IT infra. Understanding of Lending Business and compliance, Security needs of an NBFC Familiarity with regulatory frameworks (RBI, Basel norms) is important Soft Skills: Strong leadership, communication, and stakeholder management skills, with experience engaging C-suite. Problem-solving aptitude, adaptability to fast-paced environments, and a customer-centric mindset. Ability to drive innovation while ensuring regulatory compliance and risk mitigation. Work Experience: 16+ years in IT, with proven expertise in building and managing IT Infra, End User Support, Cloud Initiatives, Migration to Cloud and Infosec compliance along with Governance set up for mid-size NBFC 8+ years in leadership roles, managing multi-disciplinary teams in NBFC/Banking environments. Hands-on experience in digital transformation, cloud migrations, and launching new IT Infra product from scratch. Managing various communication devices like meeting room Video Conferencing set Up, Branch roll out etc. Track record of delivering projects on time/budget, with quantifiable impacts like cost savings, TAT reductions Educational Qualification(s): Master's degree in computer science, MCA, BSC IT, B. Com with CDAC/ MBA IT, MBA IT / Systems with PMP, CISA, Agile scrum will be added advantage. Certifications in Banking/Financial Markets & Digital Transformation preferred along with Agile Scrum, PMP, DevOps framework and Cloud certifications will be added advantage. Preferred Certifications: ITIL V3 AWS, Azure related certification

Role & responsibilities Act as a single point of contact for emails, tickets, phone calls from end users regarding IT issues and queries. • Receiving, logging and managing queries/issues from end users via Jira tickets, Emails, telephone, and help desk portal. • Support JIRA and Confluence users • Control the additions, deletions, roles, and memberships of users. • Manage user rights for tools according to the requirements of projects and teams. • Utilizes design skills to define JIRA workflows and the related screen schemes for complex and high impact projects • Implement custom xml-based JIRA gadgets • Generate documentation on workflows and processes implemented in JIRA to support runbooks • Create JIRA projects, queries and reports as required • Incident logging, categorization, prioritization, assignment, coordination and communication until resolution for priority incidents affecting a single user or a project team. • Coordination with application and infrastructure support teams for fast resolution. • Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) time frames, meeting or exceeding customers' requirements and expectations. • Incidents and Service Requests are managed effectively; ensuring information is captured in the ITSM tool for future reference and analysis, in line with ITIL principles. • Log and manage incidents/Service Request in ITSM tool. • Always be aware of team workload and velocity, manage tickets and call accordingly. • Escalate unresolved tickets to Level 2 resolver groups. • Take ownership of user incidents/requests and follow up the status on behalf of the user and communicate progress in a timely manner. • To maintain a high degree of customer service for all support queries and adhere to all service management principle. • Creation of Daily End-of-Day report and monthly service desk call report. • Taking ownership of Monthly report discussion with Team and stakeholders. • SLA monitoring and reporting. Maintaining the SLA RCA for violations. Must have skills: • JSM (Jira Service Management) and Jira Admin experience is must. • Excellent English communication skills. • Relevant experience in IT industry as an IT Service Desk or Help desk coordinator role. • Must have experience dealing with International Clients/Customers. • Basic understanding of ITIL v3 foundation. • Basic understanding of Technical Workflow • Interest to work on L1 technical issues • Interest to work on any L1 support ticket if the team over occupied. Experience required - 3 to 5 Yrs.

Role & responsibilities Act as a single point of contact for emails, tickets, phone calls from end users regarding IT issues and queries. • Receiving, logging and managing queries/issues from end users via Jira tickets, Emails, telephone, and help desk portal. • Support JIRA and Confluence users • Control the additions, deletions, roles, and memberships of users. • Manage user rights for tools according to the requirements of projects and teams. • Utilizes design skills to define JIRA workflows and the related screen schemes for complex and high impact projects • Implement custom xml-based JIRA gadgets • Generate documentation on workflows and processes implemented in JIRA to support runbooks • Create JIRA projects, queries and reports as required • Incident logging, categorization, prioritization, assignment, coordination and communication until resolution for priority incidents affecting a single user or a project team. • Coordination with application and infrastructure support teams for fast resolution. • Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) time frames, meeting or exceeding customers' requirements and expectations. • Incidents and Service Requests are managed effectively; ensuring information is captured in the ITSM tool for future reference and analysis, in line with ITIL principles. • Log and manage incidents/Service Request in ITSM tool. • Always be aware of team workload and velocity, manage tickets and call accordingly. • Escalate unresolved tickets to Level 2 resolver groups. • Take ownership of user incidents/requests and follow up the status on behalf of the user and communicate progress in a timely manner. • To maintain a high degree of customer service for all support queries and adhere to all service management principle. • Creation of Daily End-of-Day report and monthly service desk call report. • Taking ownership of Monthly report discussion with Team and stakeholders. • SLA monitoring and reporting. Maintaining the SLA RCA for violations. Must have skills: • JSM (Jira Service Management) and Jira Admin experience is must. • Excellent English communication skills. • Relevant experience in IT industry as an IT Service Desk or Help desk coordinator role. • Must have experience dealing with International Clients/Customers. • Basic understanding of ITIL v3 foundation. • Basic understanding of Technical Workflow • Interest to work on L1 technical issues • Interest to work on any L1 support ticket if the team over occupied. Experience required - 3 to 5 Yrs.

The ideal candidate for this role should possess a solid understanding and knowledge of the ITIL framework and ITSM processes, including Incident Management, Problem Management, Change Management, Service Request Fulfillment, and Continuous Service Improvement. It is essential to have experience using IT Service Management tools such as ServiceNow, Remedy, and JIRA. You should have hands-on experience in change and deployment management across both non-production and production environments. Your responsibilities will include providing internal and external cloud service support, space creation, user access management, service configuration, coordination of organizational environments, and troubleshooting. Additionally, experience in SaaS platform support for HPS, Salesforce, Oracle, etc., is preferred. In this role, you will be involved in the setup, integration, and troubleshooting of environments, configuration management, and ongoing maintenance. Candidates with experience in automating functional and infrastructure health checks in non-production environments using open-source tools like Selenium will be highly valued. Knowledge of APM tools such as Dynatrace, AppDynamics, Datadog, Splunk, and SolarWinds, as well as familiarity with DevOps pipelines, tool chains, and their integration, will be beneficial. Possessing an ITIL V3 or V4 certification is considered an added advantage. Preferred skills for this position include expertise in managing non-production environments within the Infrastructure Testing domain. Apply now and be part of a dynamic team where your skills and expertise will contribute to the success of our IT operations.,

Project Role : Application Designer Project Role Description : Assist in defining requirements and designing applications to meet business process and application requirements. Must have skills : ServiceNow Human Resource Service Management (HR) Good to have skills : Servicenow Tools Administration Minimum 7.5 year(s) of experience is required Educational Qualification : Engineering with ServiceNow Certification Summary :As a ServiceNow HR Application Designer, you will be responsible for assisting in defining requirements and designing applications to meet business process and application requirements. Your typical day will involve working with ServiceNow HR Service Management (HR) and collaborating with cross-functional teams to ensure successful cloud migration and implementation. Roles & Responsibilities:A:Designing complex workflows, SLAs, Security Rules, UI Components (Service Portal, Classic UI and Agent Workspace), UI actionsB:Working on inbound and outbound Integrations (Scripted REST APIs, Integration Hub)C:Working with Business Analysts, Product Owners, and various business users on refining business requirements.D:Translating business requirements into technical user storiesE:Leading development team - supporting individual Dev work, performing code reviews, tutoring junior colleaguesF:Trouble shooting complex technical issues ranging from Integrations, Data Imports, Process Flows etc. Professional & Technical Skills:A:Hands-on experience on the modules:HR Service Delivery, Knowledge Management, Service Catalog Management, Request fulfillment process etc B:Knowledge on ITIL v3/v4 foundation and Service Management processes C:Any SN Service Management Related Implementation Specialist certification (HRSD / ITSM / CSM) D:Prior experience on ServiceNow instance upgrade from one family to otherE:Strong SN server and client-side API knowledge.F:Experience in designing and implementing custom Scripted REST APIsG:Experience in creating technical documentation, diagrams, charts Additional Information: The candidate should have a minimum of 7.5 years of experience in ServiceNow HR Service Management (HR). The ideal candidate will possess a strong educational background in software engineering, computer science, or a related field, along with a proven track record of delivering successful cloud migration and implementation projects. This position is based at our Bengaluru office. Qualifications Engineering with ServiceNow Certification

About The Role Project Role : Application Support Engineer Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems. Must have skills : Quality Management Good to have skills : NAMinimum 7.5 year(s) of experience is required Educational Qualification : 15 years full time educationRoles Understand the Clients technical landscape for endpoint management Service Management Expertise in:Familiar with ITIL v3/V4 practical know howStakeholder managementSLA managementService Management governanceStrong analytical and problem solving skillsAbility to perform changes & hold independent conversations with the Client oEstablish CLIENT personas and engage in workforce analysis to enable feature prioritization, pilot scoping, adoption and change management planningEstablish and follow CLIENTs XLAs / KPIs needed to measure progress and success within user experienceHave periodic & adhoc review meetingsUtilize data and reporting available from the CLIENT digital workplace analytics, surveys, feedback and persona insightsEstablish and maintain CLIENT user experience development backlog and prioritize improvement opportunities to its roadmap, also keeping an eye on e.g. MSFT roadmap and incorporate relevant topics into roadmapCommunicate CLIENT UX roadmap, release planning and timelines to CLIENT organization regularly to ensure transparencyExperience Management skills:Stakeholder management:To be an interface with the client for employee experience topics across multiple teams.Analytical mindset:To identify improvement opportunities which could help improve user experience, Identify areas with low score and conduct analysis using both qualitative and quantitative dataAbility to work with poorly defined problem statements or approachesTeam engagement:Work with various product/ Client IT teams to facilitate overall uptick / gradual improvement in user experienceUnderstand User Profiles, User journeys, dependencies in the Client environment, associated management tools & teams Be the face of the Delivery team for any key issues / problem / changesTools Experience:Working experience and knowledge on:oITSM tools like ServiceNow, Remedy, etc.oEnd user monitoring tools like Aternity, Nexthink, etc.oCustomer Satisfaction Survey toolsoData Analysis tools such as Power BI/ SplunkoUXI ToolingInterface with UXI Tool developers for keeping it real & enhance as required.Interface with Clients Change Management functions Interpret any User /Business feedback & identify potential opportunities for improvement Analyze, collaborate & propose Continuous Service Improvement activities & discuss with the Clients. Desirable to understand DEM tools such as Nexthink. Additional Information:- The candidate should have minimum 7.5 years of experience in Quality Management.- This position is based at our Bengaluru office.- A 15 years full time education is required. Qualification 15 years full time education

The CMDB Process & Technical Analyst is responsible for the governance, accuracy, and optimization of the Configuration Management Database (CMDB) within ServiceNow. This role ensures that CMDB processes are well-defined, implemented, and adhered to, enabling accurate visibility into IT assets, services, and relationships. Working closely with IT operations, infrastructure, and application teams, the CMDB Process & Technical Analyst will combine process management expertise with strong technical skills to maintain data integrity, improve automation, and support IT Service Management (ITSM) outcomes Roles And Responsibilities Own and maintain CMDB processes in alignment with ITIL best practices, ensuring data accuracy, completeness, and compliance. Define and enforce CMDB data governance standards, naming conventions, and relationship models. Configure and manage CMDB in ServiceNow, including CI class structures, discovery sources, reconciliation rules, and data import sets. Partner with ServiceNow development teams to design and implement automated data integrations, discovery schedules, and reconciliation jobs. Monitor CMDB health using dashboards and KPIs; proactively address data quality issues. Collaborate with process owners (Incident, Change, Problem, Asset) to ensure CMDB supports ITSM processes and business needs. Conduct regular audits of CMDB data and reconcile against authoritative data sources. Develop training materials and conduct workshops to promote CMDB process adoption and understanding across IT teams. Support audits and compliance efforts by providing accurate and timely CMDB data. Qualifications Bachelors degree in information technology, Computer Science, or related field. 3+ years of experience managing or supporting a CMDB, preferably in a ServiceNow environment. Strong understanding of ITIL Configuration Management principles and processes (ITIL v3/v4 Foundation or higher preferred). Hands-on experience configuring and maintaining CMDB in ServiceNow, including discovery, integrations, and reconciliation. Proficiency in querying and analyzing CMDB data for reporting and health checks. Familiarity with IT asset management, service mapping, and dependency visualization. Strong problem-solving skills with attention to detail and data quality. Excellent communication skills with the ability to collaborate across technical and non-technical teams

Job Description: As an SM Service Quality Assurance consultant at Ernst And Young LLP, you will play a crucial role in contributing to EY's strategic initiatives through continuous improvement and focus on portfolio operational stability, building a continual improvement culture, operational standardization, and optimization of business processes. Your expertise will be instrumental in identifying existing problems within portfolios, driving relevant change methodologies such as Design Thinking, Lean, and Agile, and ensuring strong implementation of Business Relationship Management to align with market-driven best practices. You will be responsible for managing end-to-end service management activities for the portfolio, meeting defined SLAs/KPIs/performance targets, and communicating with key stakeholders to share important learnings and best practices. Additionally, you will provide overall practice guidance to consultants and portfolios in areas such as Incident, Problem, Service Knowledge, Transition, Service Catalogue, Service Request, and Change Management. With over 12 years of experience in Service Management & Quality Management, you will drive initiatives using industry best practices and tools, enforce a culture of continual improvement, and lead improvement projects for portfolios. Your role will involve utilizing ISO 20K, Six Sigma Black Belt, DMAIC methodology, and Quality System Management to ensure effective service management processes and services. In this position, you will demonstrate consulting, creativity, critical thinking, project planning, and attention to detail capabilities. Your strong analytical mindset, logical thinking capability, and expertise in tools like Microsoft PowerBI and ServiceNow Reporting will be essential in driving service excellence and improving customer perception. You will also be responsible for defining and rolling out a balanced scorecard for the engagements you are aligned to. As an SM Service Quality Assurance consultant, you will have the opportunity to engage with senior executives, negotiate complex issues, drive analytical solutions, and lead activities using tools like Microsoft Office products, SharePoint, Yammer, and Microsoft Teams. Additionally, you will oversee the SM Service Assurance and Quality Management, SM Portfolio Consultant lead, and provide staff oversight, including hiring, setting objectives, coaching, and counselling for improvement. This role requires a minimum of 3 years of college education or related work experience, approximately 12+ years of experience in technology operations, Quality Management, and Service Management, along with certifications such as ISO 20K, ITIL V3 expert, V4 MP Certification, and Six Sigma Green/Black Belt. Your dedication to building a better working world aligned with EY's values and commitment to creating new value while building trust in capital markets will contribute to shaping the future with confidence and addressing pressing global issues. Join EY to be part of a globally connected powerhouse of diverse teams and help build a better working world.,

Role & responsibilities :- Roles and Responsibilities: Manage Linux & Windows administration activities including Health checks, Incident Management, Change Management, Problem Management, Query and Service Level Management activities. Responsible for managing on premises infra and Data centre like Sify, Netmagic etc Maintain hardening of all IT Infra devices like Server, Router, Switch, Laptop, Desktop Maintain essential IT operations, including operating systems, security tools, applications, servers, email systems, laptops, desktops, software, and hardware. Maintain and update renewal of licenses. Monitor system performance and troubleshooting issues. Ensure security as per PCI DSS, PSS and efficiency of IT infrastructure. Liaise with vendors and other IT personnel for problem resolution. Identify and suggest opportunities to improve and update software and systems. Responsible for managing Service Desk and Service Management functions. Organize, schedule, and supervise the day-to-day technical support activities, including troubleshooting, customer service issues, end-user issues, approvals etc. Measure, monitor, and maintain teams ability to meet or exceed response and resolution SLA. Develop and maintain policies, procedures, and processes. Manage escalations and ensure the team is responsive to the needs of the business. Interact with management and staff to provide continuous improvement of IT solutions. Ensuring problem and change management process followed Work with other internal/partner/third party teams to ensure critical infrastructure projects progress as per plan. Learn new technologies and stay up to date on solutions for IT infrastructure. Providing leadership to 3rd parties to implement and maintain solutions. Communicate (written/verbal) with management, key users, and external vendors. Participate in corrective action / preventative action measures to remediate issues. Work with IT support partner/vendor to renew contracts/services timely. Conduct periodic review with network team to optimize the network performance and provide necessary assistance to ensure network devices are patched regularly running with latest security updates. Candidate should have experience on below mentioned skills set: Operating System Windows & Linux, Virtualization Firewall: FortiGate/Checkpoint Firewall Servers: Apache, Tomcat, Nginx. Issue Tracking Tools: JIRA. Devops Tools: Jenkins, Git, Gerrit , Ansible. Monitoring Tools: Nagios XI/Core, Cacti, Kibana with Wazuh app Databases: MSSQL/POSFRESQL/MySQL. Others: AWS and Rackspace cloud Domain Knowledge Competencies :-

We are seeking a skilled Technical Business Analyst with expertise in IT Service Management (ITSM) to join our team. The ideal candidate will play a critical role in bridging the gap between business needs and IT capabilities, ensuring successful delivery of ITSM initiatives including ITIL process improvements, tool implementations (like ServiceNow, BMC Remedy, etc.), and operational enhancements. Key Responsibilities: Gather, analyze, and document business requirements for ITSM initiatives and translate them into functional/technical specifications. Collaborate with stakeholders, including IT operations, service desk, and development teams, to design and implement ITSM solutions. Facilitate workshops and meetings to elicit requirements and define service management processes (Incident, Problem, Change, Request, CMDB, etc.). Support the design and configuration of ITSM tools such as ServiceNow, BMC Remedy, or Cherwell. Drive continuous improvement initiatives and identify automation opportunities within ITSM processes. Develop process flow diagrams, user stories, and other documentation to support development and testing. Act as a liaison between business users and technical teams throughout the project lifecycle. Ensure ITSM processes align with ITIL standards and business goals. Support UAT and training activities; assist in change management planning. Track and report on project milestones, risks, and performance metrics related to ITSM implementation. Required Skills and Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field. 5+ years of experience as a Business Analyst with a focus on ITSM. Strong understanding of ITIL frameworks and ITSM tools (ServiceNow, BMC Remedy, etc.). Experience with requirements gathering, process documentation, and workflow modeling. Familiarity with technical environments, integrations, and data mapping. Excellent communication and stakeholder management skills. Proficiency in tools like JIRA, Confluence, Visio, or similar. ITIL v3 or v4 certification is highly desirable.

Position: L1/L2 Support Engineer Location: Chennai (Hybrid) Experience: 4+ Years Salary: Attractive Joining: Immediate Employment Type: Full-time / Contract-to-Hire Job Description: We are seeking an experienced L1/L2 Support Engineer with expertise in server/network infrastructure, cloud platforms (AWS/Azure/GCP), and ITIL-based support . The role involves advanced troubleshooting across web servers, application servers, and databases , handling incidents and service requests, and collaborating with cross-functional teams. Troubleshoot and resolve complex technical issues related to Windows OS, Linux, AWS/Azure Cloud, DNS/DHCP, IICS/IIS/ServiceNow/SQL Server/MySQL/ WebLogic /Webserver/Oracle Server. Key Skills: Strong knowledge of server/network infra (TCP/IP, DNS, DHCP) and OS (Windows/Linux) Experience with cloud platforms AWS, Azure, GCP Troubleshooting Web/App/DB tiers Apache, Nginx, IIS | Tomcat, JBoss, WebLogic | SQL Server, Oracle, MySQL Hands-on with ITSM tools ServiceNow, BMC Remedy, Ivantic Knowledge of ITIL v3/v4 processes (Incident, Problem, Change Management) Basic SQL/database queries for triaging app issues Endpoint troubleshooting (login, permissions, performance) Proficient in MS Teams, Outlook, Remote Desktop Apply now with your CV to sruthi@skillontap.in

Direct Responsibilities Performs basic vulnerability scans using vendor utility tools. Monitors security audit and intrusion detection system logs for system and network anomalies. Investigates and/or escalates security violations, attempts to gain unauthorized access, virus infections that may affect the network or other event affecting security. Documents and reports event(s). Assists in providing engineering analysis, design and support for firewalls, routers, networks, and operating systems. Assists in performing product evaluations and recommends products/services for network security. Validates and tests basic security architecture and design solutions to produce detailed engineering specifications with recommended vendor technologies. Develops, tests, and operates firewalls, intrusion detection systems, enterprise anti-virus systems and software deployment tools. Assists in the review and recommends the installation, modification or replacement of hardware or software components and any configuration change(s) that affects security. Assists in providing oversight and enforcement of security directives, orders, standards, plans and procedures at server sites. Responsible in Contributing to Internal InfoSec Assessments Responsible in Independently contribute to 3rd Party Supplier Vendor Risks Responsible in contributing to audit remediations & ensure compliance by effective risk mitigation plans. Liaison & driving external audits like ISO27001, SOC1, SOC2 & Client Audits. Executes vulnerability analysis and exploitation of applications, operating systems and networks. Identifies intrusion or incident path or method through testing and evaluation procedures. Contributes to the design, development and implementation of countermeasures, systems integration, and tools specific to cyber and information operations. Resolve complex malware and intrusion issues within the system as they occur. Monitors industry security updates, technologies, and practices on a continual basis to improve overall security management. Serves as an internal information security consultant on the standards, complex issues and best practices for the organization. Performs testing and analysis of complex software systems to determine both the functionality and intent of the systems. Builds and maintains operational and configuration documentation and creates and maintains diagrams. Works with Cybersecurity Risk and Security Operation teams to enhance the overall security posture of the enterprise. Contributing Responsibilities Work along with the team to ensure there is no impact to the performance. Also ensure 100% uptime for assets. Technical & Behavioural Competencies Knowledge on all security domains SIEM, TVM, IAM, Network Security, SOC and GRC Understanding of Networking & Systems Able to communicate across various business lines. Excellent oral, written and presentation communication skills. Specific Qualifications (if required) ITIL V3 Certified Should have basic knowledge of Security tools: Endpoint detection Response (EDR) , SIEM , Network monitoring tools, Email security tools etc Basic knowledge of programming like python, JavaScript, etc is desired. Experience with working in a high paced pro-active environment. Public Cloud skills Job Location - Airoli - Navi Miumbai

Proficiency in diagnosing and resolving application-level issues efficiently. Familiarity with various operating systems such as Windows and Linux. Experience with ITSM software and ticketing systems (JIRA and Redmine). Awareness of IT security best practices and protocols. Strong verbal and written communication skills to interact with end-users and team members. A focus on providing excellent customer service and addressing user needs. Analytical and critical thinking abilities to troubleshoot issues creatively. Flexibility to adapt to rapidly changing technology environments. Collaboration skills for working with various IT teams and departments. Efficiently prioritize and manage multiple tasks and requests. Strong documentation skills to record solutions and create user-friendly guides. SQL, MS Excel and strong knowledge in ITIL V4/V3 Comfortable to work in 24/7 shift timing

As an Incident Coordinator (L1) at Genpact Site in various global locations, you will be an integral part of the IT operations team, playing a crucial role in ensuring efficient incident coordination and resolution in a 24x7 support environment. Your responsibilities will include monitoring alerts, managing tickets, facilitating cross-team communication, handling change requests, coordinating with vendors, and providing timely reports to stakeholders. You will be tasked with monitoring infrastructure alerts, logging tickets based on defined SOPs, and collaborating with L2 support or Incident Managers by collecting and sharing system logs. Additionally, you will manage ticket lifecycles, update log notes, and ensure timely closure while also engaging with external service providers when necessary. Effective coordination and communication are key aspects of your role, requiring you to work closely with internal teams for issue resolution, organize conference bridges, and follow up on action items identified during incident calls. Furthermore, you will be responsible for raising change tickets, executing service requests, and coordinating with ISPs/OEMs for Field Engineer visits and logistics arrangements. Qualifications for this position include a technical graduate or a 3-year diploma in Electronics & Telecommunication / Computer Engineering, or any graduate with 1-3 years of relevant experience in IT support coordination within the ITES/BPO industry. Preferred certifications include ITIL v3 or v4 Foundation, with a basic understanding of ITIL framework and service management processes. Your technical skills should encompass a strong knowledge of network and server devices, familiarity with monitoring tools, ticketing systems, and ITSM platforms, and a technical orientation within IT infrastructure environments. Moreover, your soft skills, such as a customer service orientation, problem-solving attitude, excellent English communication skills, ability to work under pressure, and strong coordination and interpersonal skills, will be crucial for success in this role.,

The Senior Project Manager role involves developing release implementation strategies and risk management strategies. You will define release implementation GO / NO GO criteria and Entry / Exit criteria of critical stages. You will be the primary escalation point for ecosystem implementation leads to resolve any release implementation orchestration, change management, and/or schedule conflicts. Additionally, you will be responsible for developing release SOLPAC including technical implementation plans and contingency plans. You will manage and ensure Release and Service Readiness Quality gates across Build, Test, and Operations phases. Ensuring adherence to Enterprise Change Management and Release Management practices is a key part of the role. You will also ensure adherence to Service ITSM integrations as part of the release cut-over and drive end-to-end detailed implementation plans for all release scope componentry (Infrastructure, Integrations, Applications, External services, and Operations). Moreover, you will ensure Service Transition Operational, Risk, and Security Certifications and Key Controls Compliance. What we need: - 7+ years of experience in a technology environment, preferably in a large financial institution using PaaS Platform as a Service technologies. - 5+ years of experience managing projects, delivering major business-critical programs, and multiple projects through the full systems life cycle with significant system build and integration of multi-platformed systems (distributed, mid-tier, mainframe back-end). - 3+ years of experience in the application of Service Transition - Change, Release, Knowledge, and Implementation Management disciplines and techniques. - 3+ years of experience in delivering product integration projects within the financial services sector, desirable. - Qualifications in Service Transition and IT Governance methodology and standards (ITIL v3, COBIT). - Tertiary level qualifications in Computer Science or relevant industry-recognized certification. - PMP or equivalent accreditation.,

You are excited to explore a new opportunity as an Ivalua Consultant with LTIM, a leading company in the industry. With a minimum of 5 years of experience, your expertise in handling Ivalua as a procurement application, specifically in the source to contract module, alongside software deployment processes, is commendable. Your responsibilities will include configuring and deploying the Ivalua system in alignment with documented business needs, focusing on org structures, profiles, authorizations, alerts, notifications, and workflow configurations. Your skills in designing configuration, including rules, fields, filters, and pages, will play a crucial role in the success of the projects. Your proficiency in SQL queries, ETL development, EAI, and Integration will be valuable assets in this role. Additionally, your experience in configuring reports, spend analysis, and deploying classification rules will be essential. Your functional knowledge of Sourcing Module, Supplier Module, Contract Module, and Spend module will be put to good use. Being familiar with ITIL V3 processes and having an overview of ITIL V4 processes in AMS knowledge is necessary. If you possess Ivalua S2C certification, it will be considered an advantage; otherwise, you will be guided through the certification process to enhance your skills as per the client's requirements. Your role will also involve managing client relationships, demonstrating strong leadership, exceptional communication skills, and effective project management. You will act as a mentor to colleagues and project teams, ensuring successful project milestones are achieved. Your educational background in Bachelor in engineering or BS/BA degree in Procurement, Computer Science, or related fields is preferred. If you are passionate about configuring solutions based on complex requirements and coordinating efforts with team members, this role is tailored for you. To be a part of this dynamic team at LTIM, based in Pan India locations, share your resume with us at ashwini.sakpal@ltimindtree.com and embark on a rewarding career journey as an Ivalua Consultant.,

Job Summary: We are seeking an experienced ITSM and CIS BenchmarkingSpecialist to drive service management excellence and ensure systems arehardened according to industry best practices. The ideal candidate will havedeep knowledge of ITIL-based ITSM practices and hands-on experience applying CISBenchmarks for endpoint and server security compliance. Key Responsibilities: ITSM: Oversee the implementation and continuous improvement of ITSM processes aligned with ITIL framework (e.g., Incident, Change, Problem, Asset, and Configuration Management). Ensure accurate and timely incident/ticket management via ITSM tools (e.g., ServiceNow, BMC Remedy, Freshservice). Develop ITSM dashboards and reports to track SLAs, service availability, and operational KPIs. Collaborate with technical and business teams to streamline service workflows and automate manual tasks. Provide training and guidance on ITSM processes across teams. CIS Benchmarking: Perform security baseline assessments of servers, endpoints, and cloud environments using CIS Benchmarks. Coordinate with IT infrastructure and application teams to implement and validate CIS hardening steps. Use tools such as CIS-CAT Pro, SCAP, Tenable, or Qualys for benchmark scanning and reporting. Maintain a central repository of system configurations, benchmark reports, and deviation justifications. Support internal and external audits by providing CIS compliance evidence and remediation plans. Required Skills and Qualifications: 1+ years of experience in implementing and managing ITSM processes and tools. 1+ years of experience applying CIS Benchmarks across Windows, Linux, databases, or cloud platforms. Strong understanding of ITIL v3 or v4, with certification preferred. Familiarity with endpoint/server hardening, system configuration management, and patching. Experience using configuration and compliance management tools (e.g., Ansible, Chef, SCCM, GPO). Ability to document policies, procedures, and control deviations. Preferred Qualifications: ITIL Foundation or Practitioner certification. Experience in audit/compliance functions, particularly in regulated industries (BFSI, healthcare, government). Familiarity with ISO 27001, NIST 800-53, or other security frameworks. Education Requirements : BE, B.Tech in IT/CS/ECE, BCA, BSc CS and MCA Certification : Any ITSM Certification/CEH

You should have experience in running operations with ITIL processes and be ITIL certified. Your role will require excellent analytical and troubleshooting skills, as well as strong verbal and written communication abilities. You should also demonstrate creative thinking in implementing service improvements, automation, incident reduction, standard change conversion to service request, and fail change reduction. In this role, you must be willing and flexible to learn new technologies, scale up quickly, and adapt to different roles as the situation demands. You should have practical experience with agile methodologies and tools, as well as experience in writing RFPs, solutions, and presentations during client visits. Additionally, experience with leading geographically separated customers and onshore-offshore teams is preferred. Your key responsibilities will include being a Process Subject Matter Expert, overseeing the entire management of the ITIL SIAM processes, and ensuring that supporting tools are aligned with the processes. You will be responsible for process governance, ensuring SLAs and KPIs are being met, and providing solutioning estimations aligned with the delivery scope of work. As part of your role, you will act as the central point of contact between technical teams, stakeholders, and leadership, providing timely updates. You will establish and communicate the process mission, goals, and objectives to all stakeholders, while documenting and maintaining the process and procedures. You will also be responsible for resolving any cross-functional departmental issues and ensuring proper staffing and training for execution. Furthermore, you will be expected to develop and refine process management procedures to enhance efficiency and effectiveness. Monitoring, measuring, and reporting on the effectiveness of the process to senior management, as well as focusing on Continual Service Improvement (CSI) and collaboration with customer organizations, will be essential. In terms of technical requirements, you should be proficient in ITIL V3, ITIL V4, and SIAM practitioner professional certifications, as well as have expertise in process management and process design reengineering. In addition to the above responsibilities, you will lead a team of 4-5 Process Managers and Consultants. Preferred skills for this role include knowledge in IT architecture, service management, change management, incident and request management, service operation, and SIAM. If you possess the required qualifications and skills, and you are looking for a challenging opportunity in IT operations management with a focus on ITIL processes, this role may be a great fit for you.,

JD:- Hands on experience working with SQL, OEM, Golden Gate Replication (CDC & BDA), RAC/EXA Setup. Expertise in SQL Profiling/ Performance Tuning, Database Monitoring, Backup and Restore, Data guard, Grid control toolset, etc. Responsible for technical database, support of Infrastructure, Applications & other components & processes. Participate in Planning, Development of specifications, & other supporting documentation & processes. Knowledge of Finance/banking industry, Terminology, Data & Data structures is add-on. Knowledge of SQL server as well as Oracle databases. Knowledge of Identity Framework. Experienced technical knowledge in specialty area with basic knowledge of complementary infrastructures. A fast learner with ability to dive into new products and technologies, develop subject matter expertise and drive projects to completion. A team player with good written and verbal communication skills that can mentor other members in the production support group. The candidates having experience & Knowledge and experience in scripting language ksh, Perl, etc. would be preferred for this role. Understanding ITIL processes. Utilizing monitoring tools effectively.

Role & responsibilities: 5-8 years of experience in developing on the ServiceNow platform. Experience with ServiceNow modules such as ITSM, ITOM, ITBM, HRSD, or other related modules. Proven experience in developing ServiceNow applications, including custom workflows, UI policies, business rules, and client scripts. Experience with JavaScript, AngularJS, HTML, CSS, and other web technologies. Familiarity with REST/SOAP API integrations. Certifications: ServiceNow Certified Application Developer (preferred). ServiceNow Certified System Administrator (preferred). ITIL v3/v4 certification (a plus). Skills and Competencies: Strong understanding of ServiceNow best practices and standards. Proficiency in scripting languages (JavaScript, Glide, etc.). Strong problem-solving skills and ability to work under pressure. Excellent communication and interpersonal skills. Ability to work independently and as part of a team. Strong organizational skills and attention to detail.

You have experience in running operations with ITIL processes and are ITIL certified. Your excellent analytical and troubleshooting skills coupled with strong verbal and written communication abilities make you a valuable asset. Your creative thinking is evident in implementing service improvements, automation, incident reduction, standard change conversion to service request, and fail change reduction. You are open to learning new technologies, scaling up quickly, and adapting to different roles as needed. In your role, you have demonstrated expertise in running operations following ITIL processes and have experience in writing RFPs, solutions, and presentations during client visits. Your practical experience with agile methodologies and tools is commendable. Additionally, you have experience working with geographically separated customers and onshore-offshore teams, showcasing your cross-functional knowledge and excellent collaboration skills. As a Process Subject Matter Expert, you are responsible for overseeing the entire management of ITIL SIAM processes. You ensure that supporting tools are aligned with processes, with clear categorization, prioritization, and efficient management of attributes. Your responsibilities include process governance, ensuring SLAs and KPIs are met, and providing timely updates as the central point of contact between technical teams, stakeholders, and leadership. You excel in establishing and communicating process missions, goals, and objectives to stakeholders, documenting and maintaining procedures, resolving cross-functional issues, and ensuring proper staffing and training for execution. Continuous process improvement is a key focus, where you develop and refine process management procedures to enhance efficiency and effectiveness. Monitoring, measuring, and reporting on process effectiveness to senior management, as well as continual service improvement and collaboration with customer organizations, are part of your responsibilities. In terms of technical requirements, you are proficient in ITIL V3, ITIL V4, and SIAM practitioner professional. Your expertise lies in process management, process design, and re-engineering. Additionally, you play a crucial role in stakeholder management, ensuring clear and consistent communication across teams and external parties. Your preferred skills include technology architecture, ITIL service management, consulting, change management, incident and request management, service operation, and SIAM. You are also tasked with leading a team of 4-5 Process Managers and Consultants, showcasing your leadership abilities and experience in managing teams effectively.,