3016 Itsm Jobs - Page 29

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 Change 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 Senior ServiceNow Developer ITSM & ITOM Job Summary: We are looking for a highly skilled and experienced ServiceNow Developer with over 7 years of hands-on expertise in developing and customizing solutions on the ServiceNow platform, with a strong focus on IT Service Management (ITSM) and IT Operations Management (ITOM) modules. The ideal candidate will work closely with architects, product owners, and cross-functional teams to deliver high-quality ServiceNow solutions aligned with business needs Key Responsibilities: Design, develop, and customize ServiceNow applications and modules, with a primary focus on ITSM (Incident, Change, Problem, Request, Knowledge) and ITOM (Discovery, CMDB, Event Management, Orchestration) . Create and configure Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes , and Workflows . Implement and manage ServiceNow Discovery , MID Servers , and CMDB health . Develop integrations between ServiceNow and external systems using REST/SOAP APIs , IntegrationHub , and custom integrations . Participate in gathering requirements, translating them into functional/technical specifications, and delivering robust solutions. Optimize performance and scalability of ServiceNow instances. Participate in testing, QA, and production deployment activities. Create and maintain technical documentation for implementations and customizations. Collaborate with platform architects and business stakeholders to ensure alignment with the overall ServiceNow roadmap. Competencies Client Centricity Passion for Results Execution Excellence Collaborative Working Learning Agility Problem Solving & Decision Making Effective communication Mandatory Skills: ServiceNow - IT Service Management. Experience: 5-8 Years.

Do RESPONSIBILITIES Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs Driving the MI Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration. Coordinating with the respective SMEs for speedy resolution of the Major Incident Ensuring the Major incident is resolved within the SLAs agreed with the Customer Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high. Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed. Ensuring that all the resolution procedures are updated in the knowledge database / Work log Conducting a review meeting with relevant members to identify the triggers for the Major Incidents, what caused them, and how to prevent such Incidents happening in future. Ensuring that the causes for all Major incidents are analyses and root cause is identified (through coordinating with problem Management process) Coordinating with the process managers (capacity manager, Availability manager, IT Service continuity manager, etc.) on need basis to avoid reoccurring of the major incidents Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process. Conducting the training / knowledge sharing sessions across the teams/new joiners to avoid occurring of the major incidents KEY SKILLS AND COMPETENCIES 8-10 years exp in driving the service operations. Min 8 year of experience in managing the IM and MIM processes Preferably ITIL Expert, or Min two ITIL Intermediate certified professional Strong analytical, communication, presentation and reporting skills Good leadership, people management and operational skills Should have exposure to ITIL practices. Good written & verbal communication skills Experience in helpdesk environment Highly motivated individual, with a positive & pro-active attitude to work, and willingness to make changes to improve operational efficiency through, innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere Ability to work in shift and flexible schedule Ability to motivate staff Excellent team skills with ability to listen and contribute to discussions and meetings Building & Maintaining Relationships End to end ownership for customer satisfaction through levels of support Planning and organization & working well with Virtual Team Virtual Team Management Skills Relationship Management for services and vendors interface Mandatory Skills: ITIL Incident Mgmt. 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: Microsoft Dynamics365 Cloud Admin. Experience: 1-3 Years.

Role Purpose The purpose of this role is to support delivery through development and deployment of tools. Do 1. Provide tool design, development and deployment support for the project delivery a. Interact with the internal project or client to understand the project requirement from a tool perspective b. Design the solution keeping in mind the tool requirements, current tools available as well as details on licenses required etc. c. Provide budget and timeline estimates for the tool development/ deployment as required d. For any new tool development, identify sources for development (internal or 3rd party) and work with the project managers on the development of the tool keeping in mind the production rollout timelines e. Conduct commercial discussions with the 3rd party vendors for licenses or tool development f. Conduct appropriate testing to ensure error free deployment of the tool on the project g. Ensure deployment of tool on time and within the estimated budget Deliver No. Performance Parameter Measure 1. Tool Development and deployment Quality of solution Timely development and within budget Timely deployment of tool Error free deployment Mandatory Skills: SNOW Software Asset Management. Experience: 5-8 Years.

Experienced as an Opsramp Developer/Architect Hands-on experience with Prometheus, OpenTelemetry Experience with data pipelines and redirecting Prometheus metrics to opsramp Proficiency in scripting and programming languages such as Python, Ansible, and Bash. Familiarity with CI/CD deployment pipelines (Ansible, GIT). Strong knowledge of performance monitoring, metrics, capacity planning, and management. Excellent communication skills with the ability to articulate technical details to different audiences. Experience with application onboarding, capturing requirements, understanding data sources, and architecture diagrams. Will work in a collaborative manner with clients and team, abiding to critical timelines and deliverable The general scope of the work for this position is as follows: Design, implement, and optimize OpsRamp solutions in multi tenant model. Implement and configure components of the OpsRamp, Gateway, discovery, opsramp agents, instrumentation via Prometheus etc. Opsramp for Infra , network , app observability OpsRamp event management. Create and maintain comprehensive documentation for OpsRamp configurations and processes. Ensure seamless integration between Opsrmap and other element monitoring tools and ITSM platforms Develop and maintain advanced dashboards and visualizations.

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: ITIL Cross Functional Service Management. Experience: 5-8 Years.

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: L&P Policy Acquisition & Servicing.

Do RESPONSIBILITIES Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs Driving the MI Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration. Coordinating with the respective SMEs for speedy resolution of the Major Incident Ensuring the Major incident is resolved within the SLAs agreed with the Customer Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high. Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed. Ensuring that all the resolution procedures are updated in the knowledge database / Work log Conducting a review meeting with relevant members to identify the triggers for the Major Incidents, what caused them, and how to prevent such Incidents happening in future. Ensuring that the causes for all Major incidents are analyses and root cause is identified (through coordinating with problem Management process) Coordinating with the process managers (capacity manager, Availability manager, IT Service continuity manager, etc.) on need basis to avoid reoccurring of the major incidents Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process. Conducting the training / knowledge sharing sessions across the teams/new joiners to avoid occurring of the major incidents KEY SKILLS AND COMPETENCIES 8-10 years exp in driving the service operations. Min 8 year of experience in managing the IM and MIM processes Preferably ITIL Expert, or Min two ITIL Intermediate certified professional Strong analytical, communication, presentation and reporting skills Good leadership, people management and operational skills Should have exposure to ITIL practices. Good written & verbal communication skills Experience in helpdesk environment Highly motivated individual, with a positive & pro-active attitude to work, and willingness to make changes to improve operational efficiency through, innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere Ability to work in shift and flexible schedule Ability to motivate staff Excellent team skills with ability to listen and contribute to discussions and meetings Building & Maintaining Relationships End to end ownership for customer satisfaction through levels of support Planning and organization & working well with Virtual Team Virtual Team Management Skills Relationship Management for services and vendors interface Mandatory Skills: ITIL Incident Mgmt. Experience: 5-8 Years.

Do RESPONSIBILITIES Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs Driving the MI Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration. Coordinating with the respective SMEs for speedy resolution of the Major Incident Ensuring the Major incident is resolved within the SLAs agreed with the Customer Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high. Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed. Ensuring that all the resolution procedures are updated in the knowledge database / Work log Conducting a review meeting with relevant members to identify the triggers for the Major Incidents, what caused them, and how to prevent such Incidents happening in future. Ensuring that the causes for all Major incidents are analyses and root cause is identified (through coordinating with problem Management process) Coordinating with the process managers (capacity manager, Availability manager, IT Service continuity manager, etc.) on need basis to avoid reoccurring of the major incidents Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process. Conducting the training / knowledge sharing sessions across the teams/new joiners to avoid occurring of the major incidents KEY SKILLS AND COMPETENCIES 8-10 years exp in driving the service operations. Min 8 year of experience in managing the IM and MIM processes Preferably ITIL Expert, or Min two ITIL Intermediate certified professional Strong analytical, communication, presentation and reporting skills Good leadership, people management and operational skills Should have exposure to ITIL practices. Good written & verbal communication skills Experience in helpdesk environment Highly motivated individual, with a positive & pro-active attitude to work, and willingness to make changes to improve operational efficiency through, innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere Ability to work in shift and flexible schedule Ability to motivate staff Excellent team skills with ability to listen and contribute to discussions and meetings Building & Maintaining Relationships End to end ownership for customer satisfaction through levels of support Planning and organization & working well with Virtual Team Virtual Team Management Skills Relationship Management for services and vendors interface Mandatory Skills: ITIL Incident Mgmt. Experience: 5-8 Years.

Do RESPONSIBILITIES Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs Driving the MI Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration. Coordinating with the respective SMEs for speedy resolution of the Major Incident Ensuring the Major incident is resolved within the SLAs agreed with the Customer Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high. Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed. Ensuring that all the resolution procedures are updated in the knowledge database / Work log Conducting a review meeting with relevant members to identify the triggers for the Major Incidents, what caused them, and how to prevent such Incidents happening in future. Ensuring that the causes for all Major incidents are analyses and root cause is identified (through coordinating with problem Management process) Coordinating with the process managers (capacity manager, Availability manager, IT Service continuity manager, etc.) on need basis to avoid reoccurring of the major incidents Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process. Conducting the training / knowledge sharing sessions across the teams/new joiners to avoid occurring of the major incidents KEY SKILLS AND COMPETENCIES 8-10 years exp in driving the service operations. Min 8 year of experience in managing the IM and MIM processes Preferably ITIL Expert, or Min two ITIL Intermediate certified professional Strong analytical, communication, presentation and reporting skills Good leadership, people management and operational skills Should have exposure to ITIL practices. Good written & verbal communication skills Experience in helpdesk environment Highly motivated individual, with a positive & pro-active attitude to work, and willingness to make changes to improve operational efficiency through, innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere Ability to work in shift and flexible schedule Ability to motivate staff Excellent team skills with ability to listen and contribute to discussions and meetings Building & Maintaining Relationships End to end ownership for customer satisfaction through levels of support Planning and organization & working well with Virtual Team Virtual Team Management Skills Relationship Management for services and vendors interface Mandatory Skills: ITIL Incident Mgmt.: Experience: 5-8 Years.

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: Program Management.: Experience: 5-8 Years.

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: Organizational Change Management.: Experience: 8-10 Years.

Strong experience in CMDB integrations Excellent experience in ITSM Experience - 5+ years No admin profiles encouraged. Location - PAN India. Rates including mark up - 170 K/M - 180K/M 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.

Strong hand on relevant experncience in Servicenow. Minimum 3 years hands on in HRSD ( currently) Experience - 3 - 6 years Location - PAN India Rates including mark up - 150 K/M Do 1. Bridging the gap between project and support teams through techno-functional expertise For a new business implementation project, drive the end to end process from business requirement management to integration & configuration and production deployment Check the feasibility of the new change requirements and provide optimal solution to the client with clear timelines Provide techno-functional solution support for all the new business implementations while building the entire system from the scratch Support the solutioning team from architectural design, coding, testing and implementation Understand the functional design as well as technical design and architecture to be implemented on the ERP system Customize, extend, modify, localize or integrate to the existing product by virtue of coding, testing & production Implement the business processes, requirements and the underlying ERP technology to translate them into ERP solutions Write code as per the developmental standards to decide upon the implementation methodology Provide product support and maintenance to the clients for a specific ERP solution and resolve the day to day queries/ technical problems which may arise Create and deploy automation tools/ solutions to ensure process optimization and increase in efficiency Sink between technical and functional requirements of the project and provide solutioning/ advise to the client or internal teams accordingly Support on-site manager with the necessary details wrt any change and off-site support 2. Skill upgradation and competency building Clear wipro exams and internal certifications from time to time to upgrade the skills Attend trainings, seminars to sharpen the knowledge in functional/ technical domain Write papers, articles, case studies and publish them on the intranet Mandatory Skills: ServiceNow - IT Service Management. Experience: 8-10 Years.

Job Summary: We are seeking a skilled and proactive ServiceNow Administrator with strong expertise in IT Service Management (ITSM) to join our IT team. The ideal candidate will be responsible for the day-to-day administration, configuration, and maintenance of the ServiceNow platform, ensuring optimal performance and alignment with business needs. Key Responsibilities: Administer and maintain the ServiceNow platform, including user access, workflows, and configurations. Implement and manage ITSM modules such as Incident, Problem, Change, Request, and Knowledge Management. Customize ServiceNow forms, fields, and UI policies to meet business requirements. Develop and maintain Service Catalog items and workflows. Monitor system performance and troubleshoot issues as they arise. Collaborate with stakeholders to gather requirements and translate them into technical solutions. Ensure platform upgrades and patches are applied timely and without disruption. Maintain documentation for configurations, processes, and procedures. Provide training and support to end-users and internal teams. Required Skills & Qualifications: Bachelors degree in Computer Science, Information Technology, or related field. 5+ years of hands-on experience as a ServiceNow Administrator. Strong knowledge of ServiceNow ITSM modules and best practices. Experience with ServiceNow scripting (JavaScript, Glide API). Familiarity with ServiceNow integrations using REST/SOAP APIs. ServiceNow System Administrator certification is preferred. Excellent problem-solving and communication skills. Ability to work independently and in a team-oriented environment. Preferred Qualifications: Experience with other ServiceNow modules like CMDB, Asset Management, or HRSD. Knowledge of ITIL framework and processes. Experience in Agile/Scrum environments.

Primarily responsible for responding to RFI/RFPs and proposing solutions in the area of Digital IT Service Management, Service Assurance & AIOps -Infra & App monitoring, event management, analytics, machine learning, automation- orchestration, server & network automation tools across Data Centre, Cloud, Network and EUC towers. proactive engagement with customer and understand the customers Tools estate and pitch for next gen solution areas delivering business value. Collaborate with a team of Solution managers, solution architects and Finance managers to enable creation of solution documentation, pricing and appropriate presales collateral as a part of the submission for the RFPs and RFIs based on the stated requirements with the assigned team. Prepare and present the AIOPS solutions to Wipro customers as part of onsite Orals discussions, mutual value discovery and will ensure all messages delivered are aligned to Wipros solution strategy or win themes. Review the solution for alignment to benchmarks of the Wipro Pricing and Effort Estimation Model based on experience. Leading the discussions as an Tools Architect during Due diligence, contract closure and renewals including all compliance requirements and sign off on the technical statement of work (SOWs) and service levels specific to BSM and AIOPS. Manage Partner Interactions like Splunk, AppDynamics, Dynatrace, Moogsoft, HP, Microfocus, BMC, Microsoft, ServiceNow etc. primarily responsible for responding to RFI/RFPs and proposing solutions to the customers in area of ITOM, ITSM, ITAM (Monitoring, observability, AIOPS, Service Management, Asset Management and Automation) Create differentiated tools solutions powered by products such as Splunk AI ops, AppDynamics, Dynatrace, OpsRamp, Moogosft AI ops, BMC, Microfocus, Microsoft, SolarWinds, Evolven and others. ensure proactive engagement with customer and understand the customers Tools estate and pitch for next gen solution areas delivering business value. work with a team of Solution managers, solution architects and Finance managers to enable creation of solution documentation, pricing and appropriate presales collateral as a part of the submission for the RFPs and RFIs based on the stated requirements with the assigned team prepare and present the AIOPS solutions to Wipro customers as part of onsite Orals discussions, mutual value discovery and will ensure all messages delivered are aligned to Wipros solution strategy or win themes.

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: ITIL Design and Implementation. Experience:5-8 Years.

About the job: We are seeking a proactive and technically adept Customer Support Specialist to join our support team in Pune - India . In this role, you will serve as the first line of communication with our global customers, assisting them with a range of technical and non-technical issues related to our products, support and services. You will troubleshoot problems, work closely with technical support Engineers, and collaborate with cross-functional teams to ensure customer satisfaction. As you grow in this position at Red Hat, you will take on increasingly complex technical challenges and contribute to process improvement and knowledge base development, gaining exposure to enterprise-level customer environments and modern support tools. What will you do Communication with Red Hat customers / internal stakeholders regarding non-technical and technical support Guide customers through best practices, product features, and technical requirements Develop and update support documentation, FAQs, and knowledge base content to enhance the customer self-service experience Ability to handle multiple tasks and effectively prioritize them to achieve goals and meet business expectations Work with Red Hat enterprise customers across the globe on a periodical 24x5 support rotation, including shift-based schedules to support global customer Handle multiple tickets simultaneously, prioritizing based on impact and urgency to meet service level agreements (SLAs) Diagnosis, troubleshooting, resolution, and/or escalation of issues Working as a collaborative team member, who puts the customer first and is keen to proactively find solutions Researching customer issues, and recording information in our knowledge base for future use Understanding the technical terms enough to probe the right questions to help the technically-focused customers and the engineers to better troubleshoot the issue A commitment to learning and professional development, which is likely to include studying for Red Hat certifications (e.g. RHCSA, RHCE) in 6 months of joining to stay current with evolving technologies What will you bring 3+ years of experience in the customer service industry, gained either through relevant education or work experience Must have basic RHEL certifications, RHCSA / RHCE. Must have fundamental troubleshooting skills of Yum/DNF/RPM, Installation of RHEL, System upgrade (Online/Offline) Exceptional customer service skills, with experience working on projects and content creation in a customer facing environment A passion for problem solving and investigation, coupled with the ability to critically analyze complex issues Ability to work under pressure in a fast-paced environment while managing multiple priorities Quick learner with career focused mindset About Red Hat is the worlds leading provider of enterprise software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact. Inclusion at Red Hat Red Hats culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village. Equal Opportunity Policy (EEO) Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Mandatory Skills: Institutional_Finance_Buy_Side_Others Experience: 3-5 Years

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: ITIL Cross Functional Service Management Experience: 5-8 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: L&P Policy Acquisition & Servicing.

Role: ServiceNow Developer Loc: Kolkata Exp: 5+ yrs Skills: ITSM, Now Assist, Source To Pay + HRSD (Onboarding and Talent Development) Notice Period: 0 - 15 days(Immediate Joiners) Share CV to supriya@purpledrive.com

Role: ServiceNow Admin/ Developer Skills Required: Service Now ITSM, HRSD, Employee Center, and Integrations Exp: 5+ yrs Loc: Kolkata Share CV to supriya@purpledrive.com