3016 Itsm Jobs - Page 28

SuperOps is a SaaS startup empowering IT service providers and IT teams around the world with technology that is cutting-edge, future-ready, and powered by AI. We are backed by marquee investors like Addition, March Capital, Matrix Partners India, Elevation Capital, and Tanglin Venture Partners. Founded by Arvind Parthiban, a serial entrepreneur, and Jayakumar Karumbasalam, a veteran in the IT space, SuperOps is built on the back of a team of engineers, product architects, designers, and AI experts, who want to reshape the world of IT. Now we have taken on a market that is plagued by legacy solutions and subpar experiences. The potential to do something great is immense. So if you love to grow, be part of a kickass team that inspires you to do more, and make an everlasting mark in the world of IT, SuperOps is the place to be. We also believe that the journey is as important as the destination. We want to build the best products out there and have fun while doing so. So come, be part of our A-star team of superheroes. SuperOps is seeking a driven and consultative Account Executive to join our growing team, focusing on the SMB market. In this role, you ll play a critical part in accelerating our growth by helping small and medium-sized businesses discover the value of our unified PSA-RMM platform. You ll be responsible for managing end-to-end sales cycles, building strong customer relationships, and delivering solutions that align with the unique needs of IT service providers. Working in an early-stage startup is something I ve always wanted to do, and the experience here at SuperOps is everything I hoped for. I love how transparent we are as an org, and I m so glad I get to be a part of the decision-making process from the smallest to the biggest things. Get to learn so much from this wonderful team we re putting together. What You'll Do: Consultative Selling: Develop tailored sales strategies for SMB prospects, positioning SuperOps as a modern, effective solution for ITSM and MSP operations. Pipeline Generation: Identify and qualify new opportunities through outbound efforts, discovery calls, and virtual meetings, ensuring a consistent and healthy sales pipeline. Customer Engagement: Build trust and influence among key decision-makers by understanding their business needs and demonstrating how SuperOps can drive operational efficiency. Sales Execution: Manage full-cycle sales processes, including demos, proposals, negotiation, and closing while maintaining a customer-centric approach throughout. Cross-Functional Collaboration: Partner with teams across Marketing, Solutions Engineering, and Customer Success to ensure a cohesive and seamless experience for every customer. Minimum of 2 years in B2B SaaS or SMB sales, preferably in a fast-paced or startup environment Strong capabilities in discovery, consultative selling, negotiation, and virtual engagement Familiarity with ITSM, PSA, RMM tools, or selling into the MSP/IT services market is a strong plus A strategic and empathetic mindset able to tailor solutions that align with client pain points and business goals A customer-first attitude with the ability to thrive in a high-growth, performance-driven setting Oops, we've hit a glitch. Try entering the details again.

The ability to be a team player The ability and skill to train other people in procedural and technical topics Strong communication and collaboration skills Required education Bachelor's Degree Preferred education Master's Degree Required technical and professional expertise Provide technical operations support to clients on supported application, DevOps, middleware, security and infrastructure. Following a Client standard workflow Provide Application ID management support. Provide infrastructure elasticity by auto scaling up/down of resources based on the business requirements Preferred technical and professional experience Technical understanding of Client platform (PaaS), HA infrastructure and load balancers. Provide DR and manual redundancy fail overs. Provide daily, weekly & monthly integrated service management reports across the solution

Roles & Responsibilities: 1.Handling alerts and incident on XDR platform 2.Alert & incident triage and analysis 3.Proactively investigating suspicious activities 4.Log all findings, actions taken, and escalations clearly in the XDR and ITSM platform 5.Execute predefined actions such as isolating blocking IPs or disabling user accounts, based on set protocols. 6.Adhere to established policies, procedures, and security practices. 7.Follow-up with tech team for incident closure 8.Participating in daily standup and review meeting 9.L2 Analyst has responsibility to closely track the incidents and support for closure. 10.Working with logsource and usecase management in integrating log sources and developing & testing usecase 11.Work & support on multiple cybersecurity tool (DLP, GRC, Cloudsec tool, DAM) 12.Developing SOP / instruction manual for L1 team 13.Guiding L1 team for triage/analysis and assist in clousure of cybersecurity alert and incidents 14.Handle XDR alerts and followup with customer team for agent updates 15.Escalate more complex incidents to L3 SME for deeper analysis. Key Responsibilities: Security Monitoring & Incident Response Governance Define and maintain security monitoring, threat detection, and incident response policies and procedures.Establish and mature a threat intelligence program, incorporating tactical and strategic threat feeds.Align SOC operations with evolving business risk priorities and regulatory frameworks.Platform & Toolset Management Evaluate, implement, and enhance SIEM platforms, ensuring optimal log ingestion, correlation, and rule effectiveness.Assess and manage deployment of EDR, XDR, SOAR, and Threat Intelligence solutions.Maintain and update incident response playbooks and automation workflows.Ensure consistent platform hygiene and technology stack effectiveness across SOC tooling.SOC Operations & Threat Detection Oversee 24x7 monitoring of security events and alerts across enterprise assets.Lead and coordinate proactive threat hunting across networks, endpoints, and cloud.Manage and support forensic investigations to identify root cause and recovery paths.Govern use case development, log source onboarding, and alert/event triage processes.Regulatory Compliance & Incident Management Ensure timely and accurate incident reporting in compliance with RBI, CERT-In, and other authorities.Retain logs in accordance with regulatory data retention mandates.Enforce and monitor security baselines for endpoints, in line with internal and regulatory standards.Advanced Threat Management & Reporting Plan, conduct, and report on Red Teaming and Purple Teaming exercises to test detection and response capabilities.Participate in and contribute to the Risk Operations Committee (ROC) meetings and initiatives.Review and track SOC effectiveness through KPIs, metrics, and regular reporting dashboards. Required education Bachelor's Degree Preferred education Master's Degree Required technical and professional expertise Bachelor’s or Master’s degree in Cybersecurity, Computer Science, or related field.3-7 years of experience in SOC management, incident response, or cyber threat detection roles.Hands-on expertise with SIEM (e.g., Splunk, QRadar, Sentinel), EDR/XDR tools, and SOAR platforms.Proven experience in playbook development, forensics, and threat hunting methodologies.Strong understanding of RBI/CERT-In incident reporting guidelines and log retention requirements.Familiarity with MITRE ATT&CK, threat modeling, and adversary emulation techniques. Preferred technical and professional experience Preferred Certifications: GCIA, GCIH, GCFA, CISSP, OSCP, CEH, CHFI, or similar certifications"

AsProcessAnalyst – Record to Report (R2R),you are responsible for general accounting which includes reconciliation, preparation of balance sheet and profit and loss account, fixed assets accounting, inter-company accounting, cash & bank accounting, financial analysis, and reporting. Your primary responsibilities include: Coordinate all accounting activities associated with General Ledger, particularly fixed assets, inter-company, inventory, cash & bank, indirect tax, and accruals. Identify risks or opportunities to revenues, cost, and profitability and propose appropriate actions. Adhere to client Service Level Agreements (SLAs) and meet the specified timelines. Required education Bachelor's Degree Preferred education Master's Degree Required technical and professional expertise Commerce graduate with a minimum of 2-4 years of experience in the Record to Report domain. Experience in preparing Balance sheets, handling Month-End Closure, Fixed Assets, Inter-Company, and Cash reconciliations. Posting Journal entries and recording the transactions in the ERP. Demonstrated proficiency in coordinating audits, meeting customer expectations, and managing updates for management reviews in report management. Preferred technical and professional experience Proficient in MS Office applications and any ERP software as an end-user. Self-directed and ambitious achiever. Meeting targets effectively. Skilled in thriving under deadlines and contributing to change management, showcasing strong interpersonal teamwork.

Roles & Responsibilities: 1.Handling alerts and incident on XDR platform 2.Alert & incident triage and analysis 3.Proactively investigating suspicious activities 4.Log all findings, actions taken, and escalations clearly in the XDR and ITSM platform 5.Execute predefined actions such as isolating blocking IPs or disabling user accounts, based on set protocols. 6.Adhere to established policies, procedures, and security practices. 7.Follow-up with tech team for incident closure 8.Participating in daily standup and review meeting 9.L2 Analyst has responsibility to closely track the incidents and support for closure. 10.Working with logsource and usecase management in integrating log sources and developing & testing usecase 11.Work & support on multiple cybersecurity tool (DLP, GRC, Cloudsec tool, DAM) 12.Developing SOP / instruction manual for L1 team 13.Guiding L1 team for triage/analysis and assist in clousure of cybersecurity alert and incidents 14.Handle XDR alerts and followup with customer team for agent updates 15.Escalate more complex incidents to L3 SME for deeper analysis. Key Responsibilities: Security Monitoring & Incident Response Governance Define and maintain security monitoring, threat detection, and incident response policies and procedures.Establish and mature a threat intelligence program, incorporating tactical and strategic threat feeds.Align SOC operations with evolving business risk priorities and regulatory frameworks.Platform & Toolset Management Evaluate, implement, and enhance SIEM platforms, ensuring optimal log ingestion, correlation, and rule effectiveness.Assess and manage deployment of EDR, XDR, SOAR, and Threat Intelligence solutions.Maintain and update incident response playbooks and automation workflows.Ensure consistent platform hygiene and technology stack effectiveness across SOC tooling.SOC Operations & Threat Detection Oversee 24x7 monitoring of security events and alerts across enterprise assets.Lead and coordinate proactive threat hunting across networks, endpoints, and cloud.Manage and support forensic investigations to identify root cause and recovery paths.Govern use case development, log source onboarding, and alert/event triage processes.Regulatory Compliance & Incident Management Ensure timely and accurate incident reporting in compliance with RBI, CERT-In, and other authorities.Retain logs in accordance with regulatory data retention mandates.Enforce and monitor security baselines for endpoints, in line with internal and regulatory standards.Advanced Threat Management & Reporting Plan, conduct, and report on Red Teaming and Purple Teaming exercises to test detection and response capabilities.Participate in and contribute to the Risk Operations Committee (ROC) meetings and initiatives.Review and track SOC effectiveness through KPIs, metrics, and regular reporting dashboards. Required education Bachelor's Degree Preferred education Master's Degree Required technical and professional expertise Required Qualifications: Bachelor’s or Master’s degree in Cybersecurity, Computer Science, or related field.3-5 years of experience in SOC management, incident response, or cyber threat detection roles.Hands-on expertise with SIEM (e.g., Splunk, QRadar, Sentinel), EDR/XDR tools, and SOAR platforms.Proven experience in playbook development, forensics, and threat hunting methodologies.Strong understanding of RBI/CERT-In incident reporting guidelines and log retention requirements.Familiarity with MITRE ATT&CK, threat modeling, and adversary emulation techniques. Preferred technical and professional experience Preferred Certifications: GCIA, GCIH, GCFA, CISSP, OSCP, CEH, CHFI, or similar certifications

As a Process Associate – Order to Cash (O2C), you will be responsible for managing Order management and Receivables management. You should be flexible to work in shifts. Your primary responsibilities include: Coordinate activities associated with Order to Cash Recognize potential threats and suggest suitable actions Adhere to SLAs and timelines Required education Bachelor's Degree Preferred education Master's Degree Required technical and professional expertise Commerce graduate with a focus on Accounts Receivable Ability to manage Order fulfilment, Collections & Cash payments Working knowledge of basic accounting and accounting principles Proficient in addressing quires and taking follow-up actions Preferred technical and professional experience Proficient in MS Office applications Self-directed and ambitious achiever Meeting targets effectively Skilled in thriving under deadlines and contributing to changemanagement Showcasing strong interpersonal teamwork

Hello Everyone, Please find the below JD and let me know your interest with your updated profile ASAP. Position: Sr ServiceNow Admin and Sr Developer Location: Pune, Hyderabad, Bangalore. Role: Contract Job Purpose The ServiceNow administrator and developer will perform the necessary tasks to design and develop configurations and customizations for component discovery and will own the development tasks of the solution, based on integration of ServiceNow. The position requires working independently and closely with key client stakeholders and senior technology leaders. The individual will be responsible for corresponding technical designs, in order to ensure that the design is supported by the underlying vendor software. Responsibilities Platform management: Responsible for the ongoing maintenance and configuration of the ServiceNow platform. This includes installing, testing, and updating the platform. User and application administration: Manage user accounts, roles, and access to the platform. Solution development: Design and implement solutions to meet business needs. This includes researching, developing, and converting software applications. Troubleshooting: Work with business stakeholders to troubleshoot application and integration issues. Collaboration: Collaborate with stakeholders to develop workflows and understand their goals. Platform monitoring: Use tools to monitor the platform's health and identify areas of concern. Technical development: Support the technical development of new modules, including process modeling, gap analysis, and POC design. Programming: Program or script in languages like Angular JS, HTML, CSS, and AJAX. Work as part of an agile team developing, designing and implementing new application modules, workflows, and catalog requests Build custom applications in ServiceNow by defining data tables, user interface and adding business logic Integrate external data sources into ServiceNow Maintain business services and configuration item relationships in ServiceNow Provide ServiceNow configuration and customization assistance including, but not limited to screen tailoring, workflow administration, report setup, data imports, LDAP integration, custom scripting and third-party software integrations Build custom dashboards based on custom application data models and external data sources Customize and configure workflows and define notifications as part of custom workflows in applications Implement CMDB, import sets, Service Catalogs, create custom UIs for catalog items using UI Pages, UI Macros and Service Portal Widgets Implement complex flows for Catalog Items using Workflows and Flow Designer Test custom applications and publish/deploy to the concerned users Responsible for data model changes and data-migrations for ServiceNow custom applications Troubleshoot production problems related to ServiceNow custom applications Lead integration of new products based on client requirements Address problems of systems integration, compatibility and multiple platforms Consult with project teams and end users to identify application requirements Assist in the evaluation and recommendation of application software packages, application integration and testing tools Participate in development of software user manuals and technical reports Qualifications Bachelors degree and a minimum of 15 years of directly related experience with at least 10 years of experience in ServiceNow development and administration System integration experience using web services and other web-based technologies such as XML, HTML, AJAX, CSS, HTTP, REST/SOAP Fundamental knowledge of networking including TCP/IP ports and firewalls, network protocols, and IP networks Strong familiarity and working knowledge of ServiceNow Suite of tools (Platform capabilities, ITSM, ITOM, Dashboards and Reports, Performance Analytics, Knowledge Base, SOAR, SecOps, etc.) Extensive knowledge and experience in the following: Using ServiceNow API Developing custom ServiceNow applications and web-based applications Python, JavaScript or AngularJS Application integration experience with Active Directory using methods such as LDAPs Testing web-based applications - both manual and automated Functional, regression and load/performance testing Relational databases Working in an Agile environment Desired skills Agile certifications and/or experience leading Agile efforts, particularly as Scrum Master ServiceNow System Administrator Certification Experience with ServiceNow advanced capabilities such as Virtual Agent, Agent Intelligence, Performance Analytics, Orchestration, ITOM, Discovery or Service Mapping Experience supporting customers in a dynamic IT operations environment Cloud development experience Certified ServiceNow Implementation Specialist

Roles and Responsibilities Team Member supporting NOC operations for continuous monitoring of Global IT Infrastructure (24x7) and services. Proactive alerting and notifying stake holders during critical incidents and escalations. Contributing towards ensuring IT uptime, and documentation. Validating for desired performance and health status of all monitoring tools deployed in NOC Generating reports related to availability, performance and capacity bottle necks at desired intervals as per operational requirements and on need basis. Logging of incidents and events based on appropriate categories using ticketing tool and assigning it to the appropriate stake holders for resolution Notifying incidents events using appropriate communication channels Provide appropriate inputs to stake holders during Major incidents Participate in all review forums to enhance process and procedure involving NOC operations Technical Skills Knowledge of common monitoring tools and ability to interpret their metrics and ITSM tool Understanding of key network monitoring protocols including SNMP, NetFlow, WMI, syslog, etc. and devices routers, palo alto, checkpoint etc. Knowledge in routing, switching and TCP/IP troubleshooting techniques. Basic knowledge of the OSI model, diagnostic skills. Knowledge of Linux , Windows, command line and system diagnostics Total Experience Expected: 01-02 years

Network Operations Center (NOC) Manager / Lead Position Level: Senior Level/Management Reports To: Director, IT Infrastructure Number of Positions: 1 Position Summary The NOC Manager is responsible for the operational performance, leadership, and strategic direction of the enterprises 24/7 Network Operations Center. This role ensures network availability, incident resolution, team execution, and infrastructure reliability across 300+ global sites. The NOC Manager serves as both a people leader and technical enabler , driving continuous improvement, proactive monitoring, and efficient escalation workflows while aligning network operations with enterprise standards and business outcomes. Key Responsibilities Operational Leadership Manage and lead the daily operations of a global NOC supporting a multi-site, hybrid cloud environment Oversee Tier 1–3 support functions including incident triage, escalation, troubleshooting, change implementation, and monitoring Serve as the highest operational escalation point for network incidents and outages Maintain and enforce 24/7 shift coverage, including staffing, scheduling, and on-call rotations Team Management & Development Directly manage NOC Analysts, Network Engineers, and the Network Reliability Engineer (NRE) Drive performance through coaching, 1:1s, skill development plans, and technical mentorship Define and track team KPIs including MTTR, SLA adherence, incident volume, and alert fatigue reduction Foster a high-performance culture built around accountability, collaboration, and continuous learning Strategy & Automation Partner with NRE to develop automation, infrastructure-as-code, and observability initiatives Identify operational inefficiencies and lead projects to improve toolsets, response time, and coverage Champion reliability engineering practices to improve incident prevention and resiliency Lead the implementation and refinement of NOC runbooks, SOPs, and escalation procedures Cross-Functional Collaboration Act as the liaison between Infrastructure, Cloud, Security, Application, and Helpdesk teams during major incidents and network events Partner with Engineering and Cloud teams on deployments, migrations, and new service onboarding Participate in ITSM governance for incident, problem, and change management processes Reporting & Communication Own and distribute executive-level reporting on network health, SLAs, critical incident trends, and operational risks Deliver RCA documentation, incident debriefs, and recommendations to leadership Ensure all ticketing, monitoring, and reporting platforms reflect real-time network health and team activity Required Qualifications Degree in Computer Science, Networking, Information Technology, or a related field 8+ years of experience in network operations or engineering roles, including 3+ years in a leadership or management position Deep knowledge of enterprise networking (TCP/IP, BGP, OSPF, VPN, VLANs, SD-WAN) Experience with Cisco Catalyst, Meraki, ASA, Palo Alto Networks, and Zscaler (ZIA/ZPA) Strong understanding of network monitoring platforms (LogicMonitor, SolarWinds, PRTG, etc.) Familiarity with cloud networking (AWS VPC, Azure VNet, ExpressRoute, TGW, etc.) Experience with ITSM platforms (e.g., ServiceNow) and change management frameworks Demonstrated success managing 24/7 teams, shift coverage, and high-severity incident response Preferred Qualifications Certifications: CCNP, PCNSE, ZCCA/ZCNA, AWS/Azure Networking certs Experience managing teams with diverse roles (e.g., NOC, NRE, Engineering) across multiple time zones Exposure to infrastructure automation tools (Terraform, Python, Ansible) Strong background in SLAs, SLOs, and operational performance tracking Familiarity with ISO 27001, SOC 2, or other compliance frameworks relevant to network operations

DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (onsite Tuesdays, Wednesdays and a third day unique to each team or employee). The Impact you will have in this role: The ServiceNow Developer will be part of the Engineering team responsible for development and support of the ServiceNow products - ITSM, ITAM and ITOM, including Service Catalog, Service Portal, Operational ITIL Processes, CMDB, Discovery, Event Mgmt., and System Integrations. Your Primary Responsibilities: Assist in development and implementation of applications using ServiceNow platform capabilities Develop and implement integrations and workflows, using Flow Designer, legacy Workflow, Integration HUB, and REST Work closely with other senior engineers and product managers/Business System Analysts to understand detailed requirements and own your code to design, develop, test automation and delivery of high-quality products Develop reusable code, review and improve test cases, and collaborate with internal teams to ensure test results meet expectations Support execution of releases, product upgrades, modern technology deployments Provide 2nd level ServiceNow support, resolve incidents, Process Management and Project Coordination Perform peer reviews on the work of other team members, including the review of high-level designs, code, and test plans and results Effective communication skills, both written and verbal, with the ability to describe technical solutions to internal and external team members Experience with working in onshore/offshore team environment Qualifications: At least 4 yrs. of software development experience with at least 2+ years in ServiceNow Bachelors or Masters in Computer Science or equivalent Certification in ITIL and one of the ServiceNow Implementation Specialist (CIS) ITSM, Discovery Talents Needed for Success: Strong working knowledge in IT Service Management, and CMDB At least 2 yrs. of experience with JavaScript, HTML, AngularJS, REST APIs Familiarity with SDLC and Agile methodologies ServiceNow Platform/Scripting/APIs/Service Portal/Applications experience ServiceNow System Administrator (CSA) and Application Development (CAD) Excellent understanding of Service platform architecture, releases, and best practices ServiceNow Discovery, EM, ATFs, IT Asset Management and IT Operations Management Familiarity with Unix, Linux, Shell Scripting Practical experience with agile methodologies/tools

DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (onsite Tuesdays, Wednesdays and a third day unique to each team or employee). The impact you will have in this role: The Associate Director/Senior Manager - ServiceNow Engineering will be part of the Engineering team responsible for development and support of the ServiceNow products - ITSM, and ITOM, including Service Catalog, Service Portal, Operational ITIL Processes, ITAM, CMDB, Discovery, Event Mgmt., and System Integrations Your Primary Responsibilities: Manage development and implementation of applications using ServiceNow platform capabilities Manage team of engineers (developers and testers) to design, develop, test automation and delivery of high-quality products on ServiceNow platform Collaborate with Product owners, Business Analysts and stakeholders to provide engineering and architectural expertise to solution designProvide engineering expertise on ServiceNow platform to Product Team and stakeholders to influence and drive platform adoption Manage and support execution of releases, product upgrades and technology deployments Provide level-3 support to address critical incidents and manage day-to-day activities of the Engineering team Lead/represent team in Agile Scrum ceremonies, SDLC process management and be accountable for project deliverables Own and drive Engineering roadmap, work across organization and exercise influence to ensure commitment to internal/external stakeholders and product quality Produce engineering metrics and drive efficiency in SDLC processes/teams Responsible for staffing, mentoring, and maintaining high performing engineering team Collaborate with onshore/offshore team environment across US/India time zones **NOTE: The Primary Responsibilities of this role are not limited to the details above. ** Talents needed for Success: 12+ years managing software development teams, with 4+ years in ServiceNow Bachelor's or Master's in Computer Science or equivalent Strong understanding of Service platform architecture, releases, and best practices Expertise in IT Service Management, ServiceNow Discovery, CMDB, Event Management, and ATF 5+ years with JavaScript, HTML, AngularJS, REST APIs Advanced experience with ServiceNow Platform/Scripting/APIs/Service Portal/Applications/Flow Designer/IHUB Certifications: ServiceNow System Administrator (CSA) and Application Development (CAD) SDLC and Agile methodologies expertise Skilled in managing multiple priorities and project deliverables Excellent written and verbal communication skills to explain technical solutions clearly to various audiences Preferred Skills IT Asset Management and Operations Management ServiceNow: AI/ML, UI Builder, Virtual Agent, AI Search Certifications: ServiceNow CIS ITSM, ITOM, Discovery, CMDB, CTA

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

3+ years of relevant experience • Knowledge of CMDB Implementation • Demonstrated working knowledge in at least two SNOW modules (e.g. ITSM, CSM, SecOps etc.) • Expertise in web development (HTML, CSS, JavaScript) • Proven ability to set up ServiceNow using Business Rules, Client Scripts, sophisticated UI Policies, Flow Designer, ACLs, Script Includes, and UI Scripts to meet needs • Experience with JavaScript/GLIDE and HTML5 • Expertise with REST/SOAP APIs to integrate ServiceNow with other IT systems Strong communication and collaboration skills, including the ability to gather requirements from internal and external stakeholders Rest API/outbound Integration , ITOM, GRC/VRM , CSM, SecOps, CMDBRole & responsibilities

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: Desktop Support. 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 Mandatory Skills: Technical Project Implementation. Experience: 1-3 Years.

Role & responsibilities • ITSM experience Technology • End point management • O365 • Networking Protocol • Linux/Window/Cloud technologies • Access Point Management, • Threat Assessment Perform Report • Analytics of day-to-day Operations and manage team. • Good to have Windows Licensing, Billing Management • Asset Management • vendor Management Preferred candidate profile

Driving workshops with application teams for FSO application scope validation and baselining, detailed requirements gathering. Detailed design document preparation - covering Dynatrace solution and architecture design, design of use cases for application monitoring Configure and maintain Dynatrace SaaS environments Deploy, configure and manage Dynatrace agents and ActiveGates - for achieving full stack observability Provide integration solutions of Dynatrace with third-party tools like MoogSoft, Azure monitor, ServiceNow ITSM tool and API integration. Coordinate with application teams for detailed monitoring, dashboarding, reporting data gathering and build dashboards. Monitor application performance metrics - APM, identify potential issues - RCA investigation, and troubleshoot performance bottlenecks. Configure Davis AI, Grail, Monaco for gathering Technical and business insights, workflow automation Work with Dynatrace team to address issues where vendor engagement is needed. Prepare SOP support documentation for ongoing support of Dynatrace platform and use cases delivered Strong Experience in managing and configuring the Dynatrace monitoring platform - Configure and maintain Dynatrace SaaS / Managed environments Experience in application data onboarding for delivering Full Stack Observability - APM, Synthetics, Real User Monitoring, Transaction monitoring Work with multiple APM tools, showcasing adaptability and a broad range of experience in application performance monitoring. Experience in providing support for application teams in issue RCA / troubleshooting, alert setup, and dashboard creation. Experience with integration solutions of Dynatrace with third-party tools like MoogSoft, Azure monitor, Cloudwatch, ITSM tool (ServiceNow, Remedy, Jira) and API integration. Experience in Grail, Davis AI data analytics for gathering Technical and business insights Experience in Monaco for config management and workflow automations using Dynatrace Good understanding of Application deployment architecture SaaS, PaaS, OnPrem / Cloud hosted, Microservices Architecture, Containers, Kubernetes deployment Good understanding of DevOps, CI/CD concepts, Git / Jenkins for code config management Knowledge of requirements gathering templates and driving workshops with application teams for data gathering Strong understanding of End User Monitoring (EUM) modules Excellent verbal and written communication skills and relationship-building skills with a diverse global team. Dynatrace certification preferred. Dynatrace Professional / Advanced Certification

Role summary A ServiceNow Performance Analytics (PA) Consultant leverages the platform's PA capabilities to help organizations gain insights into their business processes, make data-driven decisions, and improve operational efficiency. This role involves collaborating with cross-functional teams to implement PA solutions, develop dashboards and reports, and provide ongoing technical expertise and support. Key responsibilities Requirements Gathering and Design: Collaborate with business stakeholders and cross-functional teams to understand their needs, define key performance indicators (KPIs) and metrics, and identify critical business questions that can be answered using data from the ServiceNow platform. Design and develop effective ServiceNow PA applications, dashboards, and reports to visualize and track these KPIs and metrics. Implementation and Technical Expertise: Assist in the implementation and configuration of ServiceNow PA solutions, including data sources, indicators, breakdowns, and widgets. Provide technical expertise in ServiceNow administration and best practices to ensure optimal performance and functionality of the PA solution. Data Analysis and Reporting: Develop and implement performance metrics and dashboards to track progress and communicate results to stakeholders at various levels, including senior management. Provide real-time visibility into data, including trend analysis, drill-down capabilities, and predictive forecasts to enhance decision-making. Desired skills (Good to have) Experience in ServiceNow administration, including UI Policies, UI Macros, UI Pages, Client Scripts, Script Includes, Business Rules, Mid Server Configuration & Architecture, ACLs, Import Sets, Transform Maps and Update Sets. Proficiency in JavaScript, Glide scripting, REST/SOAP APIs, and ServiceNow integration methods.

Do RESPONSIBILITIES Ensure each and every Change is recorded and approved before implementation. Ensure Change are categorized and are approved as per the defined Process based on the Change category Standard, Normal, Expedited, Emergency Convene and chair CAB meetings, circulate the MOM of the CABs Ensure no Unauthorized change is implemented which may potentially impact the Production Ensure Periodical audits in place as per Wipro and Customer process and the close the Audit-gaps in the agreed timelines. Report the Management on the agreed Change KPIs and ensure effective change communication in place Ensure Change implementation done as per the Implementation Plan with no manual errors through setting up 4-eye review for each of the Changes Ensures each of the Change is assigned with the Risk involved and ensure Wipro and Customer Processes are followed in case of High-risk / High-impact Changes Conduct Post Implementation Reviews and validate the change status against the defined Change success criterion Bring in Service improvements to improve the overall Process maturity KEY SKILLS AND COMPETENCIES 8-10 years of ITSM experience in Change and other processes ITIL V3 / 2011 Foundation or Intermediate certification Capable to collaborate with Multiple Technical towers, face the Customer, coordinate with the Vendors Effective Communication skills Mandatory Skills: ITIL Incident Mgmt.: Experience: 5-8 Years.

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 Mandatory Skills: ServiceNow - IT Service Management. Experience: 8-10 Years.

8 years and above experience Location: Any Wipro location in India Mandatory skills: developing processes and standard operating procedures (SOPs) for L1, L1.5 support, EUC. Rates including mark up - 180 K/M Our expectation is for candidates with specialized expertise in end-user computing (EUC), establishing L1 support, ServiceNow, and developing processes and standard operating procedures (SOPs) for L1, L1.5 support To provide clarity, the key components of the job description are as follows: Service Delivery Management: Define ITIL-aligned service delivery strategies, oversee IT service desk operations, manage SLAs/KPIs, and improve IT service processes. End-User Computing (EUC): Lead deployment and support of end-user devices (desktops, laptops, mobile devices), manage software updates, and oversee VDI and endpoint management solutions. Operational Excellence: Establish a robust ITSM framework, ensure IT security and compliance, and manage budgets. Team Leadership: Mentor IT service delivery and EUC teams, fostering a customer-focused culture. Stakeholder Management: Act as the primary contact for EUC and service delivery issues, collaborating with business units and vendors. Technical Expertise: Strong knowledge of ITIL, EUC tools (e.g., Microsoft Intune, SCCM, Citrix, VMware Horizon), Windows/macOS, MDM, Microsoft 365, and ITSM platforms like ServiceNow. Education and Experience: - Previous program management and business operations exposure. - Should have strong execution & analytical skills. - Education qualifications - Engineer / MBA. team. - Ability Mandatory Skills: Delivery Management.: Experience: 8-10 Years.

Candidate to have at least 10years of IT software consulting experience with 4 years experience supporting or implementing SPM. This role is an ServiceNow SPM Consultant to deliver customer services and support growth of the services business at Wipro. Job Description: 1. Liaison with Clients on Requirements 2. Participate in Requirement Gathering 3. Complete understanding and hands on working experience in Agile and Scrum Methodologies 4. Hands on Experience in ServiceNow Module Demos 5. Hand on Experience in cascading Technical and Functional Requirements 6. Good understanding of ServiceNow Functional aspects of ITBM / SPM Suite 7. Responsible for delivering Industry and ServiceNow best practices around ITBM / SPM, requiring a highly focused and structured individual with strong client management experience. 8. Excellent Knowledge and Hands on, on Technical Development aspects of ITBM / SPM Suite inclusive and not limited to Idea / Demand Management, PPM, Agile, Resource Management, Expense Management and Timecard Management 9. Good Understanding of Technical Verbiage and Concepts of ServiceNow Development Aspects 10. Hands on Experience in creating, maintaining, and implementing the ServiceNow Suite 11. Hands on Experience in Contributing to the HLD, LLD and maintaining the changes for the same. 12. Excellent written and oral communication skills, including the ability to communicate across business areas 13. Strong operational business understanding, including potential impact of business decisions on various internal/external stakeholders and systems 14. Maintain a high level of attention to detail, the ability to work independently, adjust priorities, and work in a continuously changing environment 15. Experience working with cross-functional teams 16. At least 4+ years experience with ITBM / SPM 17. Knowledge of Business Rules, Client Scripts, Script include, Workflow designer, Table/Form creation, email alerts configuration 18. Experience developing and customizing core ITBM / SPM applications such as Idea, Demand, Projects, Project Portfolio, Resource Management, Financial Management 19. Experience working and developing with JavaScript - HTML5, Jelly, jQuery, and AngularJS 20. ServiceNow Certified Implementation Specialist and Systems Administration Certified. At least 7+ years comprehensive experience with ServiceNow platform and 4+ years experience with ITBM / SPM. 2. Proven consulting experience as a key technical resource leading the development and delivery of ITBM / SPM solutions in client environments 3. Knowledge of Business Rules, Client Scripts, Script include, Workflow designer, Table/Form creation, email alerts configuration 4. Experience developing and customizing core ITBM / SPM applications such as Idea, Demand, Projects, Project Portfolio, Resource Management, Financial Management 5. Experience working and developing with JavaScript - HTML5, Jelly, jQuery, and AngularJS 6. Ability to develop on the ServiceNow platform including the customization. 7. Certified System Administrator, CIS-ITSM & ITBM / SPM CIS certification(s) certification is a Must. Good to have skill: 1. Experience with key technologies relevant to ServiceNow integration solutions including Web Services, LDAP, JDBC, ODBC, REST, SCP, FTPS 2. Experience with SDLC processes implementing in a variety of project methodologies: waterfall, iterative, SAFe, Agile/Scrum 3. Experience with Web Technologies (XML, HTML, Web Services, eSA) and working in a SaaS environment. 4. Working knowledge of how configuration management factors into the ITIL framework Mandatory Skills: ServiceNow Solution Architecture.: Experience: 8-10 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: Application Packaging - Linux.: Experience: 1-3 Years.

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: ServiceNow - IT Service Management. Experience: 8-10 Years.

Do RESPONSIBILITIES Drive the efficiency and effectiveness of the Incident Management process Ensure all Incidents are correctly prioritized, categorized, routed, restored/resolved and closed as per the Process defined and agreed with the Customer Regular communication updates to the Customer, End-Users and other Stakeholders during the entire Incident Management cycle Knowledge management activities - creation and sustenance Meet the SLAs and other KPIs agreed and produce the Process Performance Reports Ensuring Process adherence across the Account and extending the Support for Process audits and assessments. Bring in Service improvements and close the Gaps as per the Audits and Assessments Conduct Incident and Major management training and spread awareness Monitor the effectiveness of the IT Service Management tool and ensure it is aligned to the process execution KEY SKILLS AND COMPETENCIES Excellent people management and operational skills Ability to interact with all levels of the Customer and IT provider organization Good presentational skills Effective communication skills Reasonable technical understanding and an ability to translate technical requirements and specifications into easily understood business issues ITIL Foundation Level Training or knowledge required, preferred ITIL SO intermediate certification 5-8 years of experience in IT Service Management Mandatory Skills: ITIL Change Mgmt. Experience: 3-5 Years.