2998 Itsm Jobs - Page 16

As a ServiceNow Developer with over 10 years of experience, you will play a crucial role in developing enhancements and improvements on the ServiceNow Platform, focusing on ITSM, ITAM, Service Portal, and Virtual Agent applications. Your responsibilities will encompass the entire software development life cycle, from requirement gathering to design, development, testing, and deployment of solutions. You will serve as a Trusted Advisor, providing technical expertise to ServiceNow product owners and customers, delivering strategic initiatives, incremental improvements, and ensuring client expectations are met. Your key responsibilities will include driving the ServiceNow roadmap, identifying continuous service improvements, and mentoring the development and administration teams on ServiceNow concepts and capabilities. To excel in this role, you must have a total of 10 years of experience with at least 5-7 years in ServiceNow. Your expertise should extend to web development concepts, application architecture, and in-depth knowledge of the ServiceNow platform, including customizations such as UI Policy, Client Scripts, Workflows, UI Action, and more. You should also possess a rich understanding of ITIL practices and ServiceNow ITSM modules, with experience in implementing Change Management, Incident Management, Problem Management, and other modules. Your technical skills should include proficiency in web-based languages such as JavaScript, CSS, Jelly, XML, HTML, and Glide, as well as experience in integrating ServiceNow with other platforms through APIs like SOAP/REST. Additionally, you should be ServiceNow Administration and ITIL V3 Foundation certified, with experience in reporting, automated testing, and administration aspects of ServiceNow. Experience in working in an agile environment, good communication and presentation skills, and a Bachelor's degree in a relevant field are also required. If you are looking to leverage your expertise as a ServiceNow Lead Developer in a dynamic IT/Computers-Software industry, this role offers the opportunity to drive strategic projects, provide technical leadership, and deliver innovative solutions to meet client needs.,

As a member of our team, you will be responsible for the logical design, sizing, interoperability, scaling, and security aspects definition of the solution. Your role will involve managing cloud environments in accordance with company security guidelines, analyzing, optimizing, implementing, and maintaining Multi-Platform cloud-based back-end computing environments. Additionally, you will implement and maintain security technologies and sound engineering design for all cloud deployments. You will be tasked with researching, auditing, testing, and setting standards for AWS and Azure cloud deployment frameworks and best practices to ensure compatibility and functionality in the enterprise. Independently developing reference materials for supported cloud technologies and leading the deployment and operation of various cloud-related infrastructure components will be part of your responsibilities. Reporting on the health of the cloud services to leadership, supporting project execution activities, and making recommendations for improvements to security, scalability, manageability, and performance across a wide variety of cloud network, storage, and compute technologies are key aspects of this role. You will be required to liaise with customers, architecture leadership, and technical teams, including systems and network administrators, security engineers, and IT support teams. Furthermore, you will build and configure build plans, code pipelines, and create automated solutions that can be framed and re-used. Managing assigned projects, meeting deadlines with minimal supervision, and performing other duties as assigned will also be part of your responsibilities. To be successful in this role, you must possess a strong understanding of IT technology, including hardware and software, with a holistic end-to-end focus on applications and services architecture. A minimum of 5 years of IT background, with at least 3 years of cloud infrastructure and engineering experience, is required. Experience with virtualization, cloud, server, storage, and networking technologies is essential. Knowledge of DevOps, SDLC, containers, microservices, APIs design, cloud computing models (IaaS, PaaS, SaaS), cloud orchestration, and monitoring technology is crucial. Experience in AWS, Azure, .Net, ITSM, IT operations, and programming skills is a plus. Excellent communication skills, the ability to work individually, within a team, and partner with other business groups are also essential. Experience in Disaster Recovery and Business Continuity initiatives, the ability to develop policies and procedures, conduct risk assessments, and effectively communicate at the C-level are required. A BS/BA degree in Computer Science or equivalent experience is necessary, while certifications such as TOGAF, AWS, Infrastructure, and Cloud certifications are advantageous.,

As a ServiceNow Solution Architect, you will be responsible for leading the design, development, and implementation of ServiceNow solutions. With over 8 years of experience in the ServiceNow platform and ITSM/ITBM implementations, you will leverage your expertise to translate business requirements into scalable technical solutions. Your key responsibilities will include engaging with clients to understand their needs, designing end-to-end ServiceNow solutions encompassing ITSM, ITBM, CMDB, HRSD, and custom applications. You will provide effort estimations, define scope, recommend development methodologies, create technical design documents, and manage user stories and training materials. Additionally, you will lead and mentor global development teams, ensuring timely delivery and quality assurance. You will oversee technical reviews, end-user training, stakeholder reporting, and manage escalations to ensure alignment with project goals, timelines, and budgets. Configuring and customizing various modules and developing integrations using REST/SOAP APIs will be part of your responsibilities. Your strong experience in ServiceNow development, including JavaScript, REST/SOAP, and scripting, coupled with a proven track record in ITSM, ITBM, CMDB, and orchestration implementations will be invaluable. Your problem-solving skills, effective communication, stakeholder management, and knowledge of best practices in ServiceNow architecture and implementation will set you up for success. Preferred certifications such as ServiceNow Certified Implementation Specialist (CIS), ServiceNow Certified Application Developer (CAD), ServiceNow Certified System Administrator (CSA), and ITIL v3 Foundation will be advantageous. Experience with Agile methodologies and tools, along with a Certified Scrum Master (CSM) certification, will be beneficial in this role. If you are a proactive and experienced ServiceNow Solution Architect looking to make a significant impact in the IT industry, we encourage you to apply for this full-time position available in Mumbai, Pune, Noida, Bangalore, Chennai, or Hyderabad.,

ServiceNow EcoSystem Core Platform A ServiceNow Senior Developer is an IT professional with experience in extending and customizing the ServiceNow platform to meet the specific needs of an organization. They play a key role in streamlining business processes and workflows through the NowPlatform. Job Description: Develop, configure, and customize the ServiceNow platform using its built-in tools and functionalities. Collaborate with business users and other stakeholders to understand business needs and translate them into technical solutions. Communicate technical concepts to non-technical audiences in a clear and concise manner. Conduct DEMOs and UAT sessions with users. Practise Agile development methodologies, attending meetings and delivering on project goals. Write clean, efficient, and maintainable code adhering to best development practices. Document code and functionalities to ensure maintainability and knowledge transfer. Conduct code reviews and perform quality control checks. Troubleshoot and fix technical problems that arise within the ServiceNow platform. Develop and execute automated test cases to ensure software quality. Configure and customize ServiceNow modules (ITSM,ITAM or any other) to meet specific business requirements. Develop custom workflows and scripts using ServiceNow APIs, integration hub , automation tools etc to extend platform functionality and automate specific tasks within ITAM/ITSM processes. Configure business rules, UI actions, UI policies, data policies, client scripts, ACLs, notifications, reports, and dashboards. Integrate ServiceNow with other enterprise systems sing APIs and integrations, MID server, web services, email, and other methods. Stay up-to-date on ServiceNow eatures including best practises, emerging trends to drive innovation - Continuously learn about new features and updates to optimize the solution and existing implementation. Role is not only limited to any ServiceNow module but this will be applicable to the entire ServiceNow Eco-System. Implement best practices for data security, governance, and reporting. Conduct testing and ensure seamless deployment of ServiceNow solutions. Implement and Optimise Incident Module, Service Catalogue ,Change Module, Problem Management, App Engine Studio Applications, CMDB. Provide ongoing support to users for ITSM, ITOM, HAM,SAM functionalities or any other module/application of ServiceNow and perform and participate in BAU activities. Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR. Required Skills: Experience in using ServiceNow platform, including configuration, customization, scripting, ServiceNow App Engine Studio, Workflows, APIs, update sets, Application Scoping and other development tools. In-depth knowledge and experience with ITSM , ITAM, IT discovery tools best practices. Strong understanding of IT infrastructure and asset lifecycle management. Strong analytical and problem-solving abilities. Experience with ITIL frameworks , Relational Database. Ability to manage multiple projects and prioritize tasks . Ability to work independently and as a part of a team. Qualifications and Experience : Bachelors degree in Computer Science, Information Systems, Engineering, or related field. ServiceNow Certified Application Developer and ServiceNow Certified System Administrator certifications. Certifications in ServiceNow (ITSM, ITOM, SAM, HAM) and ITIL practices are desirable. At least 6 years of experience in ServiceNow development. Experience with developing and customizing ServiceNow different modules within ITSM/ITAM or any other for building a scoped functionality. Experience with ServiceNow modules such as Incident Management, Problem Management, Change Management, Configuration Management DB, Service Catalogue, ITAM and ITSM. Experience with ServiceNow scripting languages such as JavaScript, Jelly, Angular JS, HTML, CSS . Experience with ServiceNow integration tools such as REST APIs and SOAP, MID Server, webservices and other methods. Experience with ServiceNow Agile development methodologies. Experience with ServiceNow cloud computing platform. Preferred Airline Industry Experience. By leveraging expertise in ServiceNow Core Platform and ecosystem ServiceNow Senior Developer will play a vital role in optimizing IT Service Management , IT operations and contribute towards cost optimization and enhance user experience.

What you ll do: Primary Function: Deliver Microsoft 365 services and application support for Eaton, ensuring alignment with Eaton Corporation IT Security policies and standards. Work together within and between teams to improve service delivery and user experience. Function of the Role: Analyze, diagnose, and fix Microsoft 365 applications and administration issues. Work on tickets and meet service level agreements for resolving incidents, requests, and tasks assigned as part of ticket types. Ensure adherence to defined policies and procedures related to end-user client security and infrastructure. Job Responsibilities: Support and maintain Microsoft 365 SaaS applications like Outlook, OneDrive, Copilot, Teams, including user licensing and authorization. Provide user support for Microsoft 365 queries, ensuring customer service and compliance standards. Follow IT Service Management processes, including incident, request, and asset management to meet SLA targets. Enhance and configure Microsoft 365 cloud services, including Exchange Hybrid and Entra ID. Fulfill incidents and requests while ensuring SLA compliance and timely resolution. Document processes and troubleshooting for internal knowledge sharing. Qualifications: Bachelor s Degree 0 to 2 years IT experience Skills: Basic understanding of Microsoft 365, Azure, and Active Directory. Familiarity with authentication protocols like SSO and MFA. Strong problem-solving and communication skills. Willingness to learn and adapt in a dynamic environment. ITIL foundations certification (Preferred)

Job Title: Senior Oracle Apps Techno Functional Consultant Experience: 3 to 10 Years Location: Noida / NCR / Remote Department: IT Job Type: Full-Time Job Description: We are seeking a skilled and experienced Senior Oracle Apps Techno functional Consultant with 3 to 8 years of expertise in Oracle E-Business Suite (EBS). The ideal candidate should have strong techno-functional knowledge in both Oracle SCM and Finance modules, with hands-on experience in RICEW components, O2C and P2P processes, and effective collaboration with business stakeholders. Key Responsibilities: Implement and support end-to-end Oracle Order to Cash (O2C) and Procure to Pay (P2P) business processes. Strong knowledge of Oracle applications (OM, Purchasing, Inventory), including their setup, functionality, and transaction lifecycles. Provide functional support for SCM modules (OM, INV, PO, BOM, WIP) and Finance modules (AP, AR, GL). Engage with business users to gather requirements and prepare functional design documents (MD050). Develop and customize Oracle Forms, Reports, Interfaces, Conversions, and Extensions (RICE components). Create and maintain XML Publisher and BI Publisher reports. Work on PL/SQL procedures, packages, and performance tuning. Develop and support Oracle Workflows and AOL components. Support system testing, user training, and documentation. Collaborate with functional and technical teams for seamless issue resolution and system enhancements. Required Skills: 3 to 8 years of experience in Oracle EBS R12 as a techno-functional consultant. Strong functional knowledge in SCM (OM, PO, INV, BOM, WIP) and Finance (AP, AR, GL) modules. Proficient in PL/SQL, Oracle Forms/Reports, XML/BI Publisher. Experience in implementing and supporting O2C and P2P cycles. Good understanding of Oracle Workflow and AOL components. Experience with APIs, interfaces, and data migration activities. Nice to Have: Exposure to OAF and personalization. Knowledge of Oracle Cloud (Fusion) or experience in EBS to Cloud migration. Experience working with ITSM tools like ServiceNow or JIRA.

About this role: Wells Fargo is seeking a Senior Information Security Engineer. In this role, you will: Monitor, triage and resolve production issues related to cybersecurity systems, particularly SaaS platforms/Applications The ideal candidate will be responsible for managing day-to-day security alerts, resolving incidents, maintaining system performance, and collaborating with cross-functional teams to ensure our SaaS cybersecurity tools and services are secure and reliable. Act as the first and second level of support for incidents, outages, and service disruptions related to cybersecurity infrastructure. Work closely with vendors and internal engineering teams to investigate root causes and implement permanent fixes. Manage operational processes such as access provisioning/deprovisioning, Certificate management and platform health monitoring. Co-ordinate patching and upgrades for cybersecurity tools and platforms, ensuring minimal disruption to business functions. Maintain documentation related to standard operating procedures (SOPs), runbooks, and knowledge bases. Develop and improve alert handling and response workflows to reduce false positives and improve detection quality. Drive remediation of security vulnerabilities across endpoints, cloud infrastructure, applications, and networks. Develop and enforce security best practices, policies, and procedures in collaboration with IT, DevOps and business units. Stay current with emerging threats, vulnerabilities, and security technologies. Required Qualifications: 4+ years of Information Security Engineering experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education Desired Qualifications: 4+ years of progressive experience in cybersecurity operations or production support roles. Hands-on experience managing and supporting SaaS cybersecurity Applications/tools Strong scripting or automation knowledge (python, PowerShell, Bash) is a plus Familiarity with security incident management, troubleshooting, and root cause analysis Experience with ITSM tools (ServiceNow) for managing tickets, incidents and change requests. Deep understanding of network protocols, encryption, authentication methods, and cloud security models (AWS & GCP) Strong hands-on experience with enterprise-grade security tools and platforms Excellent communication skills and ability to work in a fast-paced, team oriented environment. Good understanding of network and cloud security concepts (e.g., firewall rules, proxies, endpoint security, identity governance) Relevant cybersecurity certification like CISA/CompTIA Security+/CCSP is an added advantage. Knowledge of DevSecOps or CI/CD pipeline security integration is a plus.

As a Specialist Design Engineer focused on ServiceNow, you will play a crucial role in contributing to BT Group's digital transformation by rapidly bringing innovative ideas to market. Your primary responsibility will be to drive service innovation and deliver products and services that meet the needs of customers in a fast-paced and scalable manner. You will be responsible for owning and delivering strategic investment choices that support Service management's transformation. This includes assessing requirements within BT Business, identifying optimal design patterns for scalable system components, and making informed decisions based on thorough analysis of different scenarios. Your focus on risk management, business case development, and benefit realization will be essential in unblocking obstacles and ensuring timely project delivery. Collaboration and relationship-building will be key aspects of your role, as you will need to develop strong connections with internal and external customers and suppliers to facilitate program deliverables. Additionally, you will lead the platform design team, overseeing the work of other designers and ensuring governance across various deliveries within BT Business. To excel in this role, you should possess expertise in technologies such as ServiceNow CMDB data model, GEN AI, Agentic AI, ITOM, Service Bridge, CSM, ITSM, Risk Management, and TMF compliant ServiceNow integration framework. Your ability to develop solutions aligned with enterprise architecture, solve complex problems, and drive continuous improvement through agile practices will be critical. Furthermore, your communication skills, project management abilities, and commercial acumen will be essential in executing priorities that add value to customers and the business. By embodying BT Group's leadership standards, you will contribute to the company's growth mindset and future readiness, building diverse teams that drive innovation and excellence. BT Group, as a pioneer in the telecom sector, is undergoing a significant transformation to enhance connectivity and revolutionize customer experiences. By joining the organization, you will be part of a dynamic team that is shaping the future of telecommunications in the UK. If you are passionate about driving change, embracing diversity, and contributing to a forward-thinking company, this role presents an exciting opportunity to make a meaningful impact. Please note that BT Group is committed to creating an inclusive workplace where individuals from diverse backgrounds and experiences are encouraged to apply. If you believe you have the skills and drive to excel in this role, we welcome your application, even if you do not meet every single requirement outlined in the job description.,

At PwC, we focus on a variety of outsourced solutions and support clients across numerous functions to streamline operations, reduce costs, and improve efficiency. Our skilled individuals in managed services are experts in project management, technology, and process optimization. They deliver high-quality services by managing key processes and functions on behalf of our clients. Those in managed service management and strategy at PwC are responsible for transitioning and running services, managing delivery teams, programmes, commercials, performance, and delivery risk. Your role will involve continuous improvement and optimization of managed services processes, tools, and services. Your primary focus will be on building meaningful client connections and learning how to manage and inspire others. You will navigate complex situations, grow your personal brand, deepen technical expertise, and enhance your awareness of strengths. It is essential to anticipate the needs of your teams and clients, delivering quality while embracing ambiguity and using unclear situations as opportunities to grow. To excel in this role, you must possess the following skills, knowledge, and experiences: - Respond effectively to diverse perspectives, needs, and feelings of others. - Utilize a broad range of tools, methodologies, and techniques to generate new ideas and solve problems. - Apply critical thinking to break down complex concepts. - Understand the broader objectives of your project or role and how your work aligns with the overall strategy. - Develop a deeper understanding of the business context and its evolving nature. - Use reflection to enhance self-awareness, strengths, and address development areas. - Interpret data to derive insights and recommendations. - Uphold professional and technical standards, the Firm's code of conduct, and independence requirements. As a part of our Managed Services team, you will collaborate with various teams to help clients implement and operate new capabilities, achieve operational efficiencies, and leverage the power of business and technology. The Transitions objective within our global Managed Services platform is to enable operations to meet contracted service requirements through documented solutions and demonstrated Operational Readiness before Service Delivery Commencement. Transition operates with quality standards across all towers of the Managed Services Practice, irrespective of engagement size or customer size. Key responsibilities include: - Developing, implementing, and managing IT service management processes. - Collaborating with cross-functional teams to ensure seamless service delivery and support. - Establishing change management processes and coordinating release and deployment activities. - Monitoring service performance, analyzing key metrics, and driving continuous improvement initiatives. - Establishing and maintaining service level agreements (SLAs) and key performance indicators (KPIs). - Providing leadership and mentorship to service support teams, fostering a culture of collaboration and excellence. As a Senior Associate, you will be part of a team of problem solvers, executing critical client-facing and internal transition programs. You will collaborate effectively with stakeholders, identify improvement opportunities, handle data responsibly, and uphold ethical standards. Additionally, you will work in a team environment, manage deliverables independently, and contribute to cross-team collaboration.,

You are a ServiceNow FSM Consultant with 6 years of experience in implementing or architecting ServiceNow solutions. Your role involves designing, configuring, and customizing the ServiceNow Field Service Management (FSM) module. You must have experience in various modules such as Field Service Management FSM, Workforce and Resource Management, Work Order management, Appointment scheduling and dispatch, Setup Map Based and calendar-based dispatcher view, Mobile app for FSM Agents, Surveys and analytics, Asset and Inventory management, Now Assist for FSM, ITSM, and Custom Service Portal. Your responsibilities include collaborating with teams to understand their requirements and pain points and translating them into functional specifications. You will conduct workshops and training sessions for end users to ensure successful adoption of the implemented solutions. Additionally, you will perform system testing, troubleshooting, and issue resolution during the implementation phase, as well as define integrations with other systems and applications to ensure seamless data flow. You are expected to provide ongoing support to end users, address their queries and issues related to the ServiceNow platform module, and document processes, configurations, and solutions to create comprehensive user guides and training materials. Excellent communication and interpersonal skills are essential for this role. Preferred skills include proficiency in ServiceNow CMDB, Agent workspace, and virtual assistant, as well as implementation of the ITSM module. Relevant ServiceNow certifications, such as ServiceNow Certified Implementation Specialist, are a plus. Exceptional leadership, problem-solving, critical thinking, and communication skills are also desirable. If you are interested in this opportunity, please share your updated resume to prathyusha.m@s3staff.com.,

As an experienced professional with over 7 years of expertise, you will be responsible for handling the AppDynamics architecture, deployment, and configuration. You must possess a strong understanding of AppDynamics components such as the Controller, Agents, Events Service, Analytics, and various types of Agents including Database and Infrastructure Agents, as well as End User Monitoring. Your role will involve hands-on experience in deploying and configuring AppDynamics agents across diverse technologies like Middleware, databases, and servers. This includes a deep understanding of agent-specific configurations to ensure optimal performance. A critical aspect of your job will be the Business Transaction Discovery and Configuration, where you will be required to effectively map application flows to AppDynamics Business Transactions. This mapping is essential for AppDynamics" monitoring capabilities and involves identifying critical paths, configuring entry points, and fine-tuning auto-discovery processes. Expertise in defining Health Rules and Policies within AppDynamics is a key requirement for this role. You will be expected to create and maintain Health Rules, baselines, and policies to generate relevant alerts and actions based on the monitoring data. This will involve translating existing ITM situations into AppDynamics" health rule logic. Proficiency in using AppDynamics APIs, especially the REST API, is essential for automation, data extraction, and integration with other tools such as ITSM, CI/CD pipelines, and notification systems. Your familiarity with APIs and integrations will enable seamless data flow and process automation within the organization. Additionally, you should have a good understanding of AppDynamics Analytics and Cognition Engine features. Leveraging these capabilities will allow you to gain deeper insights, detect anomalies, and perform root cause analysis effectively. This role offers a hybrid work model with a preference for working in NOIDA, with alternate options in BLR/HYD. The shift timings are based on the UK Shift timings, with variations during summer and winter months. The salary offered is competitive and in line with industry standards.,

Job Title: Senior ServiceNow Developer (Individual Contributor) Location: Bangalore (Work from Office) Experience: 5 to 8 Years Employment Type: Full-Time, Permanent Industry: IT Services & Consulting Job Overview: We are looking for a Senior ServiceNow Developer who can operate independently , taking full ownership of design, development, and implementation across the ServiceNow platform. The ideal candidate will be a self-starter capable of building solutions from scratch, integrating systems, and driving innovation with minimal supervision. Key Responsibilities: Design, develop, and deploy scalable solutions on the ServiceNow platform including custom applications , modules, and end-to-end integrations. Work directly with business stakeholders to gather requirements , analyze use cases, and translate them into technical designs. Independently develop and customize ServiceNow modules such as ITSM, HRSD, CSM, or other enterprise applications. Create and maintain flows, workflows, UI actions, business rules, ACLs, and both client-side and server-side scripts . Develop and manage REST/SOAP API integrations with third-party systems. Lead troubleshooting, performance tuning, and issue resolution for existing implementations. Own ServiceNow upgrades, patching, and platform enhancements with minimal supervision. Ensure code quality, documentation, and best practices are followed in all development work. Stay current with ServiceNow releases, features, and industry trends to proactively recommend platform improvements. Required Skills and Qualifications: 5+ years of hands-on ServiceNow development experience, preferably in enterprise environments. Strong expertise in JavaScript, Glide API, ServiceNow Flow Designer , and scripting for automation. Proven ability to build independently , with strong problem-solving and ownership skills. Experience with modules like ITSM, CMDB, Service Catalog, HRSD, and CSM . Hands-on experience in integrations using REST, SOAP, MID Servers , and scripted APIs. Good understanding of Agile/Scrum methodologies . Excellent communication skills and stakeholder management capabilities. ServiceNow Certified Application Developer or equivalent certification preferred. What We Offer: Opportunity to work on complex, enterprise-level implementations Collaborative, tech-driven environment Competitive salary with performance-based growth Ownership of projects from conception to deployment Apply now if you are a proactive ServiceNow expert who thrives in an independent role and is eager to build impactful solutions end-to-end.

Hello, Greeting from the Kotak Life Insurance! Location - Goregaon Job Role - ServiceNow Lead Candidate Location - Mumbai Preferred Contact person - Sangita Mandal (8369252270) Interested candidate can mail their resume at " kli.sangita-manadal@kotak.com" Key Responsibilities: Implement enterprise-wide ServiceNow strategy and roadmap Lead design and implementation of complex integrations using ServiceNow. Mentor junior team members and provide technical guidance Ensure adherence to best practices and industry standards Design solutions on ServiceNow for Insurance Specific business use cases Interact with business stakeholder on regular basis Delivery of ServiceNow projects

Role Purpose The purpose of this role to deliver great customer service/experience by effectively acknowledging, tracking, and prioritizing all client cases as per the regulatory guidelines, and ensuring resolution as per the defined SLAs, by allocating the same to the relevant support team. Do Ensure operational excellence through contract and regulatory compliance, effective case acknowledgment, tracking, prioritization, system updation, and reporting Acknowledge client cases as per the SLAs defined in the contract Access client tool and log all incoming client cases accurately on the internal tool as per contract Accurately document all pertinent case information such as case number, case type, etc. of daily cases received Follow standard processes and procedures to track and prioritize all client cases Accurately update the internal tool with daily cases and forward the same to respective agents and QAs Access and maintain internal knowledge bases, resources and frequently asked questions to aid in effective case logging and prioritization Maintain and timely update internal tool for agents to speed up response time Identify red flags and escalate serious client issues to Team leader in cases of non-compliance and untimely resolution Ensure all client information, disclosures and regulatory changes are given to agents and QAs on a regular basis Monitor compliance with service agreements to avoid legal challenges Share recorded case logs and status reports with clients and supervisors on a daily basis Deliver excellent customer service through effective understanding of client tool, accurate case logging and prioritization as per regulatory guidelines Serve as the primary point of contact for accessing cases pertaining to a specific client using designated client tool Develop deep understanding and use of client tool to effectively perform day today duties Access client tool and acknowledge to the client the receipt of the cases as per the SLAs defined in the contract Accurately document all pertinent case information such as case number, case type, etc. on a daily basis for all cases received Prioritize cases on the levels of urgency and complexity as per the regulatory guidelines defines by the client Accurately extract case information and create an excel listing cases along with relevant information pertaining to the cases Maintain logs and records of all client cases as per the standard procedures and guidelines Collaborate with client and undergo trainings on any new regulatory guidelines for a particular client process and implement the same on all cases Ensure allocation and resolution of client cases as per the defined SLAs by accurately updating internal tools, training sessions on new regulations and regular reporting Ensure allocation of cases to agents and QAs by accurately recording all client cases on the designated internal tracking software Maintain tracker of all cases received along with the allocation information for reporting purposes Ensure all client cases are resolved as per the defined SLAs and regulatory guidelines defined by the client Maintain and share the resolution status report with supervisor and client on a daily basis Share the hourly productivity update report with supervisors and clients on a daily basis Undertake client training on specific tool features and/or any other regulatory changes introduced by client/govt. Conduct training sessions for agents and QA ensuring the regulatory changes have been effectively communicated to all agents and QAs Ensure new regulatory guidelines are implemented all client processes to avoid penalties and non-compliance Liaise between the client and internal teams on escalations of serious issues and unique queries Follow up with agents and QAs to record feedback and ensure compliance to contract SLAs and regulations Interact and engage with the client and internal stakeholders to communicate and update progress against a particular case Build capability to ensure operational excellence and maintain superior customer service levels for the existing client Undertake trainings to stay current with any new features, changes and updates on client tool Enroll in product specific and any other trainings per client requirements/recommendations Conduct training sessions for Agents and QAs on any new regulatory guideline that needs to be applied to any process urgently Identifying and document most common problems and recommend appropriate changes to the team leader Updates job knowledge by participating in self learning opportunities and maintaining personal networks Competencies Client Centricity Passion for Results Execution Excellence Collaborative Working Learning Agility Problem Solving & Decision Making Effective communication

Role Purpose The purpose of this role is to provide significant technical expertise in architecture planning and design of the concerned tower (platform, database, middleware, backup etc) as well as managing its day-to-day operations Do Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup) Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution Conduct technology capacity planning by reviewing the current and future requirements Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable Strategize & implement disaster recovery plans and create and implement backup and recovery plans Manage the day-to-day operations of the tower Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues. Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges Develop shift roster for the team to ensure no disruption in the tower Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc. Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness Team Management Resourcing Forecast talent requirements as per the current and future business needs Hire adequate and right resources for the team Train direct reportees to make right recruitment and selection decisions Talent Management Ensure 100% compliance to Wipros standards of adequate onboarding and training for team members to enhance capability & effectiveness Build an internal talent pool of HiPos and ensure their career progression within the organization Promote diversity in leadership positions Performance Management Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports. Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to build engagement within the team Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team Exercise employee recognition and appreciation.

Do Job Description: As a cross functions lead, you should act as a Single point of contact for the execution of ITIL Processes like incident management, problem management, change management, etc. designed for a single Customer or as per SIAM framework in Multi-vendor Environment Capable to connect, update and manage discussions with the Customer and other Service providers / Vendors for all in-scope infrastructure related technical services viz., Networking, Servers, VMware, storage. Capable to drive and collaborate with multiple stakeholders on day to day operations to bring in coordination across the technical towers Lead the ITIL Process resources to achieve the Process KPIs and Service level targets. Act as a crisis manager during the occurrence of critical incidents, guide Pro-active problem management, address critical issues to avoid change failures, ensure up-to-date maintenance of CMDB, achieving the Availability and capacity targets Ensuring the Process adherence, meeting the Quality norms of Wipro and the Customer Driving the internal audits, define and drive service improvement programs based on the external audit findings Report the Customer on all Process areas as per the Contractual agreements. Experience/Skills: 10 - 14 YEARS Experience in ITSM practice in managing various ITIL process roles, viz., Incident manager, Problem manager, Change manager, Asset and Configuration manager. ITIL V4 MP / ITIL 2011 Expert / ITIL 2011 Intermediate Certified, SIAM Foundation / Architect Certification Good Knowledge of ITSM Tools; ServiceNow, Remedy, HPSM, etc. Capability to deliver ITIL Trainings Excellent team management skills and inter-personal skills Excellent Presentation skills, verbal and written communication skills and facilitation skills Good documentation and process flow diagramming skills Graduate or Postgraduate in Management / Engineering / Computer sciences Mandatory Skills: Business MSI Multi Sourcing Integration.: Experience: 8-10 Years.

Do Produce and maintain an appropriate and up-to-date Capacity Plan, which reflects the current and future needs of the business Provide advice and guidance to all other areas of the business and IT on all capacity- and performance related issues Ensure that service performance achievements meet or exceed all of their agreed performance targets, by managing the performance and capacity of both services and resources Assist with the diagnosis and resolution of performance- and capacity-related incidents and problems Assess the impact of all changes on the Capacity Plan, and the performance and capacity of all services and resources Ensure that proactive measures to improve the performance of services are implemented wherever it is cost-justifiable to do so Monitoring patterns of business activity and service level plans Influencing Demand Management, in conjunction with Finance Management as appropriate Decide which components needs upgrade at what time and calculate the cost Mandatory Skills: ITIL Capacity Management.: Experience: 5-8 Years.

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

We are looking for a skilled Developer with 8-10 years of experience to join our team on a contract basis. The ideal candidate will have a strong background in IT Services & Consulting and be able to work effectively in a fast-paced environment. Roles and Responsibility Design, develop, and test software applications using various programming languages and technologies. Collaborate with cross-functional teams to identify and prioritize project requirements. Develop and maintain high-quality, reliable, and scalable code. Troubleshoot and resolve technical issues efficiently. Participate in code reviews and contribute to improving overall code quality. Stay updated with industry trends and emerging technologies to enhance skills and knowledge. Job Requirements Strong understanding of software development principles, patterns, and practices. Proficiency in one or more programming languages such as Java, Python, C++, etc. Experience with database management systems and querying languages like SQL. Knowledge of front-end development frameworks and user interface design principles. Excellent problem-solving skills and attention to detail. Ability to work collaboratively in a team environment and communicate effectively with stakeholders. Familiarity with agile development methodologies and version control systems like Git. A Bachelor's degree in Computer Science or related field is required.

Service now developer, ITSM, CMDB, Angular,ITOM

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: OpenShift. Experience: 3-5 Years.

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

What you get to do in this role: The Customer Excellence Group Senior Technical Consultant is responsible for configuring the ServiceNow Platform in Technology Workflows based on leading practices to provide a solution that achieves customer outcomes. The Senior Technical Consultant is the functional and technical expert in customer engagements. Lead workshops with customers/ partners to assess current processes and establish future-state processes. Participate in workshops with customers to assess current processes and establish future-state processes. Design and deliver ServiceNow Technology Workflows solutions with a technical architecture designed for long-term success and following ServiceNow technical standards and leading practices. Provide prescriptive guidance and leadership for code review developed by partner or customer employees. Advise customers on how to use the ServiceNow Platforms capabilities to improve their business processes while adhering to ServiceNow Best Practices. Provide feedback to product development to improve the product based on experiences gained with customers. Maintain skills/certifications in ITOM (Discovery, Event Management, Service Mapping, HLA and Cloud Provisioning and Governance), ITAM (Hardware, Software, and Enterprise Asset Management), and IT Service Management. Prepare all customer-facing deliverables focused on the technology and responsible for quality of configured/developed solution. Promoting continuous improvement practices for delivery/engagement materials. Supporting specific pre-sales activities when required. Providing training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request To be successful in this role you have: Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AIs potential impact on the function or industry. Minimum 8+ years experience as part of a professional services organization; or equivalent education/experience Ability to travel up to 50% and Ability to work outside of local time zone preferably nighttime IST Initiative - Proactive, self-motivated, and self-directed. Dedication and commitment to customer success. Creative with comfort running projects independently Success driving complex issues through analysis and resolution Certified ServiceNow Administrator (CSA) Relevant ServiceNow Certified Implementation Specialist (CIS) certifications in aligned workflow Experience working collaboratively and with Agile methodology FD21

Key Responsibilities Strategic Planning: Collaborate with key stakeholders to understand business objectives and translate them into ServiceNow platform initiatives. Develop and maintain a roadmap for the ITSM, ensuring alignment with organizational goals and industry best practices. Module Configuration and Customization: Lead the design and implementation of ITSM, including configuration, customization, and integration with other systems. Stay abreast of ServiceNow updates and new features to leverage the latest capabilities for improved efficiency and user experience. User Story Definition and Prioritization: Work closely with business units to gather requirements and define user stories for enhancements and new features. Prioritize backlog items based on business value, strategic goals, and user needs. Cross-functional Collaboration: Collaborate with cross-functional teams, including IT, HR, and other business units, to ensure the ServiceNow platform meets diverse needs. Function as a liaison between technical teams and end-users to facilitate effective communication and understanding. Change Management: Implement effective change management strategies to ensure smooth adoption of new features and processes. Provide training and documentation for end-users to maximize platform utilization. Release Planning and Execution: Plan and manage product releases, coordinating with development, testing, and deployment teams. Monitor release progress and resolve any roadblocks or issues that arise during implementation. User Acceptance Testing (UAT): Define clear acceptance criteria for user stories and work closely with ServiceNow teams to ensure comprehensive testing. Coordinate and support user acceptance testing, gathering feedback and ensuring the solution meets business needs. Continuous Improvement: Proactively identify opportunities for process improvements, user experience enhancements, and efficiency gains. Stay up to date with ServiceNow platform capabilities and industry best practices. Stakeholder Engagement and Communication: Communicate project statuses, updates, and progress to stakeholders at various levels of the organization. Address questions, concerns, and feedback to ensure alignment and transparency. Vendor Management: Manage relationships with ServiceNow vendors and stay informed about platform updates, releases, and best practices. Evaluate and recommend third-party applications or integrations to enhance the platform.

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