Minimum of 4.6yrs years of experience in ServiceNow development Experience working in CSM and ITSM modules is mandatory.Native of Kerala preferred.• JavaScript, HTML, CSS, Angular JS and good web design practices.Willing to stay in Ernakulam.

Responsibilities Direct Responsibilities Develop and execute the strategy for Knowledge and CSM within ServiceNow. Define product vision, goals, and roadmap aligned with business objectives & best practices Continuously analyze market trends, industry standards, and customer feedback to drive enhancements Engage with stakeholders to gather requirements & prioritize features. Act as the primary point of contact between stakeholders, BA and Automation team. Conduct product demos, stakeholder meetings, and progress updates to ensure alignment Work closely with the leadership team on the ServiceNow roadmap for CSM and Knowledge. Lead the end-to-end product lifecycle, ensuring high-quality and timely delivery. Define and refine user stories, acceptance criteria, and technical specifications. Conduct User Acceptance Testing (UAT) and facilitate stakeholder sign-off for product releases. Develop and maintain documentation, process flows, and user guides. Monitor KPIs and success metrics to track the impact of CSM and Knowledge initiatives. Conduct audits & reviews to ensure adherence to best practices and identify areas for improvement. Identify and implement process improvements for greater efficiency in change & release management. Ensures that the process complies with the security requirements from BNPP and data protection regulations Contributing Responsibilities Technical & Behavioral Competencies Hands-on expertise in ServiceNow Knowledge and CSM module configuration, customization, and integration. Strong understanding of the ITIL framework & ITSM best practices Familiarity with Agile frameworks Ability to analyze technical requirements and translate them into actionable deliverables Specific Qualifications (if required) Bachelor degree or equivalent working experience in computer-related field or equivalent work experience. 5+ years of hands-on experience in ServiceNow, specifically with Knowledge and CSM modules Proven experience as a Product Owner / Product Manager within ServiceNow.

Hi Folks, #Role: Senior ServiceNow Developer #Experience: 5+ years #Location: Pune/Remote Key Responsibilities: • Lead the design, development, and implementation of ServiceNow solutions. • Customize and configure ServiceNow applications, workflows, and modules. • Integrate ServiceNow with third-party tools using REST APIs, SOAP web services, and other integration methods. • Mentor junior developers and conduct code reviews to ensure best practices. • Troubleshoot and resolve complex technical issues on the ServiceNow platform. • Collaborate with stakeholders to gather requirements and provide technical solutions. • Stay updated with the latest ServiceNow features and industry best practices. • Develop and maintain technical documentation for configurations and customizations. Skills and Qualifications: • Extensive experience with ServiceNow development and administration. • Proficiency in JavaScript, HTML, CSS, and ServiceNow APIs. • Strong understanding of IT service management (ITSM) and ITIL processes. • Experience with advanced ServiceNow modules like ITOM, HRSD, or SecOps. • Excellent problem-solving, leadership, and communication skills. • A degree in Computer Science or a related field is often preferred. • ServiceNow certifications (e.g., Certified Application Developer, Certified Implementation Specialist) are highly desirable. CSA is mandatory If interested please share your CV to hr@aceiserv.com

Monitoring entire infrastructure of using various monitoring tools like SCOM, SolarWinds, Telegraph, OEM. Monitoring various types of alerts like CPU Utilization Memory Utilization Database related alerts DR Replication issues Backup Failure Alerts Exchange Mail Queue Threshold Alerts Service Mailbox quota breach alert Adobe Experience Manager / Site 24/7 Alerts Application URL Alerting Scheduling Maintenance Mode for planned Activity. Daily repeat CI analysis of events/alerts/incident and raising proactive problem tickets which helps in reduction of major incident. Handling Major Incidents, Driving the major incident bridge, sending communication about major incident to stake holders. CMDB Inventory Management Onboarding and Offboarding of Device's are commissioned/decommissioned. Coordinating with Service Provider for MPLS related outage Daily follow ups with Regional and internal teams to ensure all the node are up and running fine.

Join us as a Technology Controls Manager You ll be navigating the fast-changing landscape of technology risk to protect our customers and the day-to-day banking services they rely on Its a role that will see you building and influencing strong relationships with senior stakeholders across the bank , giving you an excellent platform to boost your profile Surrounded by subject matter experts, inspiring innovators and technology specialists, this is your opportunity to access our expertise and vast industry knowledge to open doors to further career success Were offering this role at vice president level What youll do To keep pace with the evolving needs of our customers, we re constantly investing in the latest cutting-edge technology to deliver a banking experience like no other. But new technology presents new and increasingly complex risks. And a s we become increasingly reliant on systems, networks and devices in our day-to-day lives, the importance of safeguarding the banking services that our customers rely on is greater than ever - and this is where you can make an important impact as our Technology Controls Manager. Day to day, you ll be: Identifying the risks presented by technology and helping our teams to understand and grab the opportunities they present too Exercising sound judgment to assess the potential impact of technology risks, along with their risk position Partnering with senior leaders to develop and deliver remedial action plans for risks that fall outside of our risk appetite Championing a culture of proactive and pre-emptive risk management that empowers our people to unlock value, embrace new technologies and navigate risk with confidence Demonstrating risk leadership and advocacy to develop relationships with colleagues and senior leaders that are built on trust The skills youll need We re looking for someone who can inspire confidence and build trust, and to do that your risk management expertise will be key. You ll need a deep understanding of risk management methodologies too, along with practical experience managing regulatory and operational risks in a technology environment. You ll also need: Knowledge of control and process design methods A deep understanding of IT service management processes The ability to benchmark the inherent resilience of technology architecture Experience of assessing and managing the efficacy of processes and controls Great communication, collaboration and stakeholder management skills

As a Senior System Administrator for ServiceNow, you will play a critical role in our IT Service Management team at Nokia. You'll ensure the stability and optimal performance of the ServiceNow platform, which supports diverse use cases across the organization. Collaborating closely with cross-functional teams, you will tackle support incidents, enhance system capabilities, and implement new features that streamline processes. The work environment is dynamic and collaborative, with a strong emphasis on innovation and continuous improvement, allowing you the opportunity to make significant contributions to our digital transformation initiatives. You have: Bachelor of Engineering in Computer Science or related field from recognized university with 5-7 years of experience as a ServiceNow Administrator/Developer with a deep understanding of the ServiceNow platform. Strong proficiency in JavaScript, HTML, CSS, and ServiceNow scripting languages (Glide Script, AngularJS). Experience with ServiceNow ITSM, CMDB, ITOM, and core modules. ServiceNow Certified System Administrator (CSA) and ServiceNow Certified Application Developer (CAD). It would be nice if you also had: Familiarity with Agile methodologies and project management tools. Experience with ServiceNow integration tools (REST, SOAP APIs, IntegrationHub). Strong problem-solving, troubleshooting, and analytical skills. ITIL Foundation Certification. Ensure the stability and usability of the ServiceNow platform through proactive monitoring and maintenance. Troubleshoot and resolve support incidents and service requests related to ServiceNow efficiently. Configure and customize the ServiceNow system, including workflow creation tailored to user needs. Manage integrations with third-party tools to enhance ServiceNow capabilities. Implement and oversee change requests, ensuring proper testing and deployment in the ServiceNow environment. Analyze user stories and internal processes to optimize system performance and automate workflows. Lead the deployment of new features and applications while guiding team members on best practices. Collaborate with stakeholders to align ServiceNow services with business objectives and drive continuous improvement.

We are seeking a highly skilled and experienced Senior Technical Consultant ServiceNow to join our team. The ideal candidate will have at least 7 years of hands-on experience with the ServiceNow platform, strong communication skills, and a proven track record of successful customer interactions and project deliveries. This role demands a deep understanding of ITSM, Service Portal, Integrations, and ITOM modules such as Discovery, CMDB, and Hardware Asset Management (HAM). Roles and Responsibilities Must have strong technical skills to understand client requirements and effectively translate them into user stories and tasks for the development team Customize and configure core ServiceNow applications including ITSM, Service Portal, and ITOM modules (Discovery, CMDB). Conduct workshops and demos for stakeholders and end users. Collaborate with internal teams and clients to ensure high-quality delivery. Lead in crafting/creating, enhancing, and delivering scalable ServiceNow solutions. Actively participate in client meetings or discussions to capture their needs and convert them to clear development activities. Perform integration work and build custom Service Portals, support/create REST, SOAP, and MID Server integrations. Perform ongoing Discovery and CMDB maintenance Develop, review, and optimize scripts Business Rules, Script Includes, UI Policies, Client Scripts, etc. Collaborate with cross-functional teams, providing guidance and mentoring junior developers when needed. Comfortable working in Agile environments with active sprint participation and backlog grooming. Qualifications 7+ years of experience working with ServiceNow, including hands-on development and implementation. Strong expertise in ITSM, Service Portal, Integrations, ITOM (Discovery, CMDB), and HAM. Excellent communication skills with the ability to clearly articulate technical concepts to both technical and non-technical audiences. Customize ServiceNow applications by using scripting, workflows, business rules, and UI policies to meet client requirements. ServiceNow Certified System Administrator ,Certified Application Developeror Certified Implementation Specialist certifications preferred. Experience with additional ServiceNow modules like HRSD, or GRC.

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation. AtAHEAD, we prioritize creating a culture of belonging,where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD. We are an equal opportunity employer,anddo not discriminatebased onan individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, maritalstatus,or any other protected characteristic under applicable law, whether actual or perceived. We embraceall candidatesthatwillcontribute to the diversification and enrichment of ideas andperspectives atAHEAD. The Senior Consultant, ADDM (Application Discovery and Dependency Mapping) is responsible for leading and delivering Application Discovery and Dependency Mapping project workstreams. They are the subject matter expert (SME) for Application Discovery and Dependency Mapping. The SME works closely with other technology SMEs to build and validate accurate application affinity groups and associated business applications within the ADDM platform. Key Responsibilities Use of Application Discovery and Dependency Mapping platforms including but not limited to Device42. Creates and maintains ADDM platform configurations to accommodate Client requirements. Configures and maintains automated discovery jobs and associated scheduling. Coordinate efforts with other SMEs, Client resources, and vendors to remediate discovery job errors. Lead ADDM workstreams including assisting in project plan development, project status reporting, coordination of Client and internal resources, and adhering to established project schedules and timelines. Independently work with Client stakeholders to ensure affinity groups and associated business applications are accurately developed and validated in the ADDM platform. Generate standard and custom reporting to support the development of project deliverables. Participate as a subject matter expert in project workshops. Maintain close communication with Client stakeholders including senior leadership on matters that require explanation, interpretation, or advice. Develop and promote relationships both internally and with client stakeholders. Participate in business development efforts for ADDM opportunities including assisting or leading POCs and demos, project scoping, and proposal development. Mentor other internal resources on the use of ADDM platforms by leading training and knowledge transfer sessions. Qualifications At least five (5) years as an IT Manager, Director, or Consultant at a Management Consultant Organization (Big 4, Slalom, etc.). At least two (2) years of experience in conducting Application Discovery and Dependency Mapping with Device42. Experience with other platforms such as Flexera Foundation/Cloudscape, ServiceNow Discovery/MID, AWS Migration Evaluator, Microsoft Azure Migrate, and/or Google StratoZone is also highly preferred. Experience with other systems of record such as ServiceNow CMDB, LeanIX, Confluence, Jira, SolarWinds, Datadog, Dynatrace, etc. are also important skills used in the delivery of ADDM services. Knowledge of ITSM and ITOM processes including CMDB. Understanding of authentication technologies such as Active Directory, LDAP, TACACS, CyberArk, etc. Basic understanding of Linux/Unix shell commands. Understanding of networking topics including IP Addressing, TCP/UDP Ports, TCP/IP Protocols, load balancers, firewalls, NAT, etc. Ability to troubleshoot a network connection by using ping, traceroute, netstat and other commands. Understanding of common application architectures and components (database, middleware, web, etc.) Basic understanding of IaaS/PaaS cloud computing. Experience and/or familiarity with AWS, Azure, Google are a plus. Ability to manipulate and analyze large data sets in Microsoft Excel and Microsoft PowerBI for data visualizations. Ability to communicate esoteric technical concepts to business leaders using verbal communication and visual aids such as PowerPoint or PowerBI. Education Undergraduate degree in Computer Science, Mathematics, or similar discipline. Why AHEAD: Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between. We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning. USA Employment Benefits include - Medical, Dental, and Vision Insurance - 401(k) - Paid company holidays - Paid time off - Paid parental and caregiver leave - Plus more! See benefits https://www.aheadbenefits.com/ for additional details. The compensation range indicated in this posting reflects the On-Target Earnings (OTE) for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidates relevant experience, qualifications, and geographic location.

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation. AtAHEAD, we prioritize creating a culture of belonging,where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD. We are an equal opportunity employer,anddo not discriminatebased onan individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, maritalstatus,or any other protected characteristic under applicable law, whether actual or perceived. We embraceall candidatesthatwillcontribute to the diversification and enrichment of ideas andperspectives atAHEAD. The High-Performance Computing Infrastructure Engineer is primarily responsible for the overall health and maintenance of storage technologies in our managed services customer's environments. Our HPC Infrastructure Engineers are a valued member of the Managed Services Infrastructure Practice responsible for Tier 3 incident management, service request management and change management infrastructure support for all Managed Services customers. Roles & Responsibilities Provide enterprise-level operational support to Managed Services customers for incident, problem, and change management activities Plan and perform maintenance activities Assess customer environments for performance and design issues and propose resolutions Work across technical teams to troubleshoot complex infrastructure issues Create and maintain detailed documentation Serve as a subject matter expert and escalation point for storage technologies Work with vendors to resolve storage issues Communicate with customers and internal team with transparency Participate in on-call rotation Completion of training and certification as assigned to further skills and knowledge Skills Required Bachelors degree or equivalent Information Systems or related field. Unique education, specialized experience, skills, knowledge, training, or certification may be substituted for education 5+ years of expert level experience managing infrastructure in high-performance computing environments including configuration, troubleshooting, and best practice. 1+ years of experience with Nvidia DGX preferred. Experience with high-performance computing (HPC) schedulers (e.g., SLURM, PBS, Torque) required. Experience configuring, maintaining and troubleshooting Kubernetes. Experience with storage technology (e.g., Ceph, Vast Data Platform) and distributed file systems (e.g., Lustre, GPFS, NFS, GlusterFS). Experience with machine learning or data science workflows in HPC/AI environments Advances experience with Linux operating systems. Experience configuring, maintaining and troubleshooting Nvidia/Mellanox (Cumulus OS) switches a plus Experience with both ethernet and InfiniBand networking a plus. 1+ years working with monitoring platforms (e.g., Prometheus, Grafana); Elastic Observability experience is a bonus 1+ years working with an enterprise ITSM systemService Now is a bonus Previous experience with automation tools such as Ansible, Puppet, or Chef a plus. Managed Services or consulting experience is required. Strong background with customer service High level problem-solving and communication skills Strong oral and written communications skills Related network certifications are a bonus. Why AHEAD: Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between. We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning. USA Employment Benefits include - Medical, Dental, and Vision Insurance - 401(k) - Paid company holidays - Paid time off - Paid parental and caregiver leave - Plus more! See benefits https://www.aheadbenefits.com/ for additional details. The compensation range indicated in this posting reflects the On-Target Earnings (OTE) for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidates relevant experience, qualifications, and geographic location.

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation. AtAHEAD, we prioritize creating a culture of belonging,where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD. We are an equal opportunity employer,anddo not discriminatebased onan individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, maritalstatus,or any other protected characteristic under applicable law, whether actual or perceived. We embraceall candidatesthatwillcontribute to the diversification and enrichment of ideas andperspectives atAHEAD. The High-Performance Computing Storage Engineer is primarily responsible for the overall health and maintenance of storage technologies in our managed services customer's environments. Our Storage Engineers are a valued member of the Managed Services Infrastructure Practice responsible for Tier 3 incident management, service request management and change management infrastructure support for all Managed Services customers. Key Responsibilities Provide enterprise-level operational support to Managed Services customers for incident, problem, and change management activities Plan and perform maintenance activities Assess customer environments for performance and design issues and propose resolutions Work across technical teams to troubleshoot complex infrastructure issues Create and maintain detailed documentation Serve as a subject matter expert and escalation point for storage technologies Work with vendors to resolve storage issues Communicate with customers and internal team with transparency Participate in on-call rotation Completion of training and certification as assigned to further skills and knowledge Skills Required Bachelors degree or equivalent Information Systems or related field. Unique education, specialized experience, skills, knowledge, training, or certification may be substituted for education 5+ years of expert level experience managing storage infrastructure in high-performance computing environments including, file systems, storage appliances, and data workflows. Experience configuring, maintaining, and tuning Ceph clusters. Experience configuring, maintaining, and tuning distributed file systems (e.g., Lustre, GPFS, NFS, GlusterFS) Experience with InfiniBand networking preferred. 1+ years working with monitoring platforms; Elastic Observability is a bonus 1+ years working with an enterprise ITSM systemService Now is a bonus Familiarity with high-performance computing (HPC) schedulers (e.g., SLURM, PBS, Torque) and their interaction with data storage systems. Understanding of data protection mechanisms, including data replication, backup strategies, and disaster recovery in HPC environments. Experience with containerization (Docker, Singularity) in an HPC context for data processing and application deployment. Solid working knowledge or Linux and scripting a plus. Experience with machine learning or data science workflows in HPC environments a plus. Managed Services or consulting experience is required. Strong background with customer service High level problem-solving and communication skills Strong oral and written communications skills Related Storage certifications are a bonus. Why AHEAD: Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between. We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning. USA Employment Benefits include - Medical, Dental, and Vision Insurance - 401(k) - Paid company holidays - Paid time off - Paid parental and caregiver leave - Plus more! See benefits https://www.aheadbenefits.com/ for additional details. The compensation range indicated in this posting reflects the On-Target Earnings (OTE) for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidates relevant experience, qualifications, and geographic location.

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation. AtAHEAD, we prioritize creating a culture of belonging,where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD. We are an equal opportunity employer,anddo not discriminatebased onan individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, maritalstatus,or any other protected characteristic under applicable law, whether actual or perceived. We embraceall candidatesthatwillcontribute to the diversification and enrichment of ideas andperspectives atAHEAD. The High-Performance ComputingNetwork Engineer is primarily responsible for the overall health and maintenance of storage technologies in our managed services customer's environments. Our Network Engineers are a valued member of the Managed Services Infrastructure Practice responsible for Tier 3 incident management, service request management and change management infrastructure support for all Managed Services customers. Key Responsibilities Provide enterprise-level operational support to Managed Services customers for incident, problem, and change management activities Plan and perform maintenance activities Assess customer environments for performance and design issues and propose resolutions Work across technical teams to troubleshoot complex infrastructure issues Create and maintain detailed documentation Serve as a subject matter expert and escalation point for storage technologies Work with vendors to resolve storage issues Communicate with customers and internal team with transparency Participate in on-call rotation Completion of training and certification as assigned to further skills and knowledge Skills Required Bachelors degree or equivalent Information Systems or related field. Unique education, specialized experience, skills, knowledge, training, or certification may be substituted for education 5+ years of expert level experience managing Network infrastructure in high-performance computing environments. Experience configuring, maintaining and troubleshooting Nvidia/Mellanox (Cumulus OS) switches required. Strong knowledge of Kubernetes and its networking components (CNI, Service Mesh, etc.) Understanding of VPNs, Load Balancers, VPCs, and hybrid cloud networking Experience with both ethernet and InfiniBand networking. 1+ years working with monitoring platforms; Elastic Observability is a bonus 1+ years working with an enterprise ITSM systemService Now is a bonus Familiarity with high-performance computing (HPC) schedulers (e.g., SLURM, PBS, Torque) and their interaction with data storage systems. Experience with network containerization (Docker, Singularity) in an HPC context for data processing and application deployment. Solid working knowledge or Linux and Python scripting a plus. Previous experience with network automation tools such as Ansible, Puppet, or Chef a plus. Experience with machine learning or data science workflows in HPC environments a plus. Managed Services or consulting experience is required. Strong background with customer service High level problem-solving and communication skills Strong oral and written communications skills Related network certifications are a bonus. Why AHEAD: Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between. We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning. USA Employment Benefits include - Medical, Dental, and Vision Insurance - 401(k) - Paid company holidays - Paid time off - Paid parental and caregiver leave - Plus more! See benefits https://www.aheadbenefits.com/ for additional details. The compensation range indicated in this posting reflects the On-Target Earnings (OTE) for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidates relevant experience, qualifications, and geographic location.

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation. AtAHEAD, we prioritize creating a culture of belonging,where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD. We are an equal opportunity employer,anddo not discriminatebased onan individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, maritalstatus,or any other protected characteristic under applicable law, whether actual or perceived. We embraceall candidatesthatwillcontribute to the diversification and enrichment of ideas andperspectives atAHEAD. AHEAD is seeking a self-motivated Critical Incident Manager with deep customer service and service delivery skills to join our Managed Services group. In this role, the Incident Manager is part of a team responsible for managing high severity incidents. The ideal candidate is one who can take charge in high stress situations and provide direction to Managed Service technical teams to drive expeditious resolution of incidents. This role is also responsible for RCA and Problem Management support for AMS. We are looking for a natural leader with proven knowledge of incident management frameworks and the ability to communicate clearly, confidently, and effectively to technical teams and our customers. Responsibilities: Responsible for communication, leadership, and management of all high severity major incident situations. Manage Client Major Technology Incidents from identification through closure / RCA process. This includes but is not limited to: Team Assembly Internal, Client and 3rd Parties Root Cause Analysis and Identification Remediation Testing and Validation Status and Communications Postmortem / Problem Management Responding to a reported service incident, identifying the cause, and initiating the incident management process. Prioritizing incidents according to their urgency and influence on the business. Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures. Collaborating with the incident management team to ensure that all protocols are diligently followed. Logging all incidents and their resolution to see if there are recurring malfunctions. Continuously improving the incident management process as required to ensure its effectiveness. Communicating with senior management (internal) on critical issues. Communicating with key client stakeholders on the status and timeline of the critical event. Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks. Manage the creation of performance/dashboards to report on major incident and problem ticket metrics. Training additional incident managers as needed. Participate in a 24x7 on call rotation for critical incidents after regular business hours. Required Certifications: Microsoft Certified Professional (MCP) Higher certifications such as CCNA or MCSE Qualifications: College degree in information technology, engineering or a related field and/or equivalent experience. Minimum of 7+ years experience in IT, Managed Services and/or ITSM Operations. Minimum 3 years experience managing major incidents in complex environments. Experience working in an ITIL environment; ITIL v4 Foundations Certification preferred. Proficient knowledge of ITSM tools and systems; ServiceNow experience preferred. Full familiarity with ITSM knowledge base maintenance and process documentation. High level of oral and written communication skills to communicate effectively with all stakeholders. High level of IT service delivery and customer service skills. Proficient at organizing documents and prioritizing work. Ability to think and act both strategically and tactically. Self-motivated; ability to work under minimal supervision. Excellent managerial skills and ability to collaborate with team members. Ability to analyze a high volume of technical data and work in a fast-paced environment. Strong problem solving, analytical, and time management skills. Success Characteristics: Must be able to see the big picture, manage all the moving pieces, know whats been tried and whats still on the radar, and plan for and manage next steps. Take command of incidents by setting up or taking over a cross-functional technical bridge call, comprised of internal and external partners. Ensure that the customers have a deep understanding of the issue, the action plan and the path to resolution. Ensure that each participant understands the incident management process and their role in that process. Set clear incident resolution objectives (exit criteria) and timings. Provide direction and time management to keep the resolution effort on track and moving forward. Successful experience with and affinity for small to large size business environments. Ability to adapt and thrive in a dynamic work environment. Why AHEAD: Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between. We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning. USA Employment Benefits include - Medical, Dental, and Vision Insurance - 401(k) - Paid company holidays - Paid time off - Paid parental and caregiver leave - Plus more! See benefits https://www.aheadbenefits.com/ for additional details. The compensation range indicated in this posting reflects the On-Target Earnings (OTE) for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidates relevant experience, qualifications, and geographic location.

Top Skills: Hands on experience in ServiceNow development. ITSM- Creating workflows in ITSM, Service Catalogs, Service, Portal, Module, Backend work flows etc. CI- Continuous Improvement module. Service Portal is good to have. Integration / REST APIs. Roles and Responsibilities: Must have good exposure to ServiceNow Development. Strong Core Java development experience Demonstrated experience designing and developing process-based solutions. Demonstrated experience documenting user case processes and BPM workflows. Ability to transform Business Requirement into Business Process, End to End experience of ServiceNow -based application design and implementation. Well versed with class hierarchy, Update set hierarchy, data layer, flows, UI Action /policy , deployment, Integration, SOAP Service implementation in ServiceNow , REST API Integration. Excellent verbal, active listening, and written communications skills along with demonstrated facilitation skills. Proven analytical and problem-solving skills

Project Role : Application Designer Project Role Description : Assist in defining requirements and designing applications to meet business process and application requirements. Must have skills : ServiceNow IT Service Management Good to have skills : NA Minimum 3 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Designer, you will assist in defining requirements and designing applications to meet business process and application requirements. Your typical day involves collaborating with stakeholders to understand business needs and translating them into functional design solutions. Roles & Responsibilities: Expected to perform independently and become an SME. Required active participation/contribution in team discussions. Contribute in providing solutions to work related problems. Collaborate with stakeholders to gather and analyze requirements. Design and develop applications based on business process needs. Implement best practices for application design and development. Conduct testing and troubleshooting of applications. Provide technical support and guidance to team members. Professional & Technical Skills: Must To Have Skills: Proficiency in ServiceNow IT Service Management. Strong understanding of IT service management processes. Experience in designing and implementing ITSM solutions. Knowledge of ITIL framework and best practices. Hands-on experience in configuring ServiceNow applications. Additional Information: The candidate should have a minimum of 3 years of experience in ServiceNow IT Service Management. This position is based at our Chennai office. A 15 years full time education is required. Qualification 15 years full time education

Project Role : Application Designer Project Role Description : Assist in defining requirements and designing applications to meet business process and application requirements. Must have skills : ServiceNow IT Operations Management Good to have skills : NA Minimum 3 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Designer, you will assist in defining requirements and designing applications to meet business process and application requirements. Your typical day will involve collaborating with stakeholders to understand business needs and translating them into functional design solutions. Roles & Responsibilities: Expected to perform independently and become an SME. Required active participation/contribution in team discussions. Contribute in providing solutions to work related problems. Collaborate with cross-functional teams to gather and understand business requirements. Design and develop applications that align with business processes and application requirements. Provide technical expertise and guidance to ensure successful application design. Conduct regular reviews and assessments to ensure application design meets quality standards. Stay updated on industry trends and best practices to enhance application design capabilities. Professional & Technical Skills: Must To Have Skills: Proficiency in ServiceNow IT Operations Management. Strong understanding of IT operations management principles. Experience in designing and implementing IT service management solutions. Knowledge of ITIL framework and best practices. Hands-on experience in configuring and customizing ServiceNow applications. Additional Information: The candidate should have a minimum of 3 years of experience in ServiceNow IT Operations Management. This position is based at our Gurugram office. A 15 years full time education is required. Qualification 15 years full time education

Project Role : Integration Engineer Project Role Description : Provide consultative Business and System Integration services to help clients implement effective solutions. Understand and translate customer needs into business and technology solutions. Drive discussions and consult on transformation, the customer journey, functional/application designs and ensure technology and business solutions represent business requirements. Must have skills : Network Infrastructures Good to have skills : Incident Management Minimum 5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Integration Engineer, you will provide consultative Business and System Integration services to assist clients in implementing effective solutions. Your typical day will involve engaging with clients to understand their needs, facilitating discussions on transformation, and ensuring that the technology and business solutions align with their requirements. You will work collaboratively with various teams to translate customer needs into actionable plans, driving the customer journey and functional designs to achieve optimal outcomes. Roles & Responsibilities: Expected to be an SME, collaborate and manage the team to perform. Responsible for team decisions. Engage with multiple teams and contribute on key decisions. Provide solutions to problems for their immediate team and across multiple teams. Facilitate workshops and meetings to gather requirements and feedback from stakeholders. Develop and maintain documentation related to integration processes and solutions. Monitor the network infrastructure services and react upon alerts according to the operational procedures. Conduct first level incident analysis. Create, assign and follow-up on network infrastructure services incident tickets. Support out of hours activities, participate to work in shifts (2) and to on-call rotations. Strictly adhere to corporate processes, standards, policies and operational procedures. Maintain documentation and operational procedures. Professional & Technical Skills: Must To Have Skills: Proficiency in Network Infrastructures. Good To Have Skills: Experience with Incident Management. Strong understanding of network protocols and architectures. Experience with cloud-based network solutions and services. Familiarity with network security principles and practices. Excellent understanding of networking and connectivity technologies, and a general understanding of other IT infrastructure components. Previous experience in a similar role (3 years). Knowledge of ITSM and specifically of Incident Management. Additional Information: The candidate should have minimum 5 years of experience in Network Infrastructures. This position is based at our Hyderabad office. A 15 years full time education is required. Qualification 15 years full time education

Project Role : Application Lead Project Role Description : Lead the effort to design, build and configure applications, acting as the primary point of contact. Must have skills : Infrastructure As Code (IaC) Good to have skills : Microsoft Azure Architecture, Google Cloud Platform Administration Minimum 5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Lead, you will lead the effort to design, build, and configure applications, acting as the primary point of contact. Your typical day will involve collaborating with various teams to ensure that application requirements are met, overseeing the development process, and providing guidance to team members. You will also engage in problem-solving activities, ensuring that the applications are not only functional but also optimized for performance and scalability. Your role will require you to stay updated with the latest technologies and methodologies to effectively manage the application lifecycle and deliver high-quality solutions. Roles & Responsibilities: Expected to be an SME. Collaborate and manage the team to perform. Responsible for team decisions. Engage with multiple teams and contribute on key decisions. Provide solutions to problems for their immediate team and across multiple teams. Facilitate knowledge sharing sessions to enhance team capabilities. Monitor project progress and ensure alignment with business objectives. Strong leadership of a team of cloud engineers in India, building and growing the team and interfacing with adjacent teams in India and abroad Operate and monitor GCP and Azure cloud platforms from an automation, availability, security and performance aspect Provide support to cloud platform users in the Product IT teams Process requests / Jira tickets handed in by Product IT teams Drive automation of operations of the cloud platform in collaboration with other cloud platform teams Work closely with Information Security, Enterprise Architecture, Cloud Platform Engineering, and Emergency Response teams Advise the different Product IT teams within DBG with deep technical know-how in their efforts of securing cloud workloads Professional & Technical Skills: Must To Have Skills: Proficiency in Infrastructure As Code (IaC). Good To Have Skills: Experience with Microsoft Azure Architecture, Google Cloud Platform Administration. Strong understanding of cloud infrastructure management. Experience with automation tools and frameworks. Familiarity with version control systems and CI/CD pipelines. At least five years' experience in a management capacity incl. team lead capability 3 years experience in complex IT Operations and IT service management 5 years work experience in cloud computing with experience regarding GCP and Azure 3 years work experience in the area of information security concepts and tools, container technologies, Infrastructure-as-Code, and scripting Additional Information: The candidate should have minimum 5 years of experience in Infrastructure As Code (IaC). This position is based at our Hyderabad office. A 15 years full time education is required. Qualification 15 years full time education

Project Role : Integration Engineer Project Role Description : Provide consultative Business and System Integration services to help clients implement effective solutions. Understand and translate customer needs into business and technology solutions. Drive discussions and consult on transformation, the customer journey, functional/application designs and ensure technology and business solutions represent business requirements. Must have skills : Network Infrastructures Good to have skills : Incident Management Minimum 5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Integration Engineer, you will provide consultative Business and System Integration services to assist clients in implementing effective solutions. Your typical day will involve engaging with clients to understand their needs, facilitating discussions on transformation, and ensuring that the technology and business solutions align with their requirements. You will work collaboratively with various teams to translate customer needs into actionable plans, driving the customer journey and application designs to achieve optimal outcomes. Roles & Responsibilities: Expected to be an SME, collaborate and manage the team to perform. Responsible for team decisions. Engage with multiple teams and contribute on key decisions. Provide solutions to problems for their immediate team and across multiple teams. Facilitate workshops and meetings to gather requirements and feedback from stakeholders. Develop and maintain documentation related to integration processes and solutions. Monitor the network infrastructure services and react upon alerts according to the operational procedures. Conduct first level incident analysis. Create, assign and follow-up on network infrastructure services incident tickets. Support out of hours activities, participate to work in shifts (2) and to on-call rotations. Strictly adhere to corporate processes, standards, policies and operational procedures. Maintain documentation and operational procedures. Professional & Technical Skills: Must To Have Skills: Proficiency in Network Infrastructures. Good To Have Skills: Experience with Incident Management. Strong understanding of network protocols and architectures. Experience with cloud-based integration solutions. Familiarity with API management and integration platforms. Excellent understanding of networking and connectivity technologies, and a general understanding of other IT infrastructure components. Previous experience in a similar role (3 years). Knowledge of ITSM and specifically of Incident Management. Additional Information: The candidate should have minimum 5 years of experience in Network Infrastructures. This position is based at our Hyderabad office. A 15 years full time education is required. Qualification 15 years full time education

Project Role : Service Management Lead Project Role Description : Lead the delivery of programs, projects or managed services. Coordinate projects through contract management and shared service coordination. Develop and maintain relationships with key stakeholders and sponsors to ensure high levels of commitment and enable strategic agenda Must have skills : Site Reliability Engineering Good to have skills : NA Minimum 5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As a Service Management Lead, you will lead the delivery of programs, projects, or managed services. You will coordinate projects through contract management and shared service coordination. Your role will involve developing and maintaining relationships with key stakeholders and sponsors to ensure high levels of commitment and enable the strategic agenda. You will be based in Pune and should have a minimum of 5 years of experience in Site Reliability Engineering. Roles & Responsibilities: Expected to be an SME, collaborate and manage the team to perform. Responsible for team decisions. Engage with multiple teams and contribute on key decisions. Provide solutions to problems for their immediate team and across multiple teams. Coordinate the delivery of programs, projects, or managed services. Manage contracts and ensure effective contract management. Develop and maintain relationships with key stakeholders and sponsors. Ensure high levels of commitment and enable the strategic agenda. Professional & Technical Skills: Must To Have Skills: Proficiency in Site Reliability Engineering. Good To Have Skills: Experience with incident management and problem management. Strong understanding of IT service management principles and practices. Experience in managing and coordinating projects. Excellent communication and interpersonal skills. Additional Information: The candidate should have a minimum of 5 years of experience in Site Reliability Engineering. This position is based in Pune. A 15 years full-time education is required. Qualification 15 years full time education

Project Role : Application Lead Project Role Description : Lead the effort to design, build and configure applications, acting as the primary point of contact. Must have skills : ServiceNow IT Service Management Good to have skills : NA Minimum 7.5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Lead, you will lead the effort to design, build, and configure applications, acting as the primary point of contact. Your day will involve overseeing the application development process, collaborating with teams, and making key decisions to ensure project success. Roles & Responsibilities: Expected to be an SME Collaborate and manage the team to perform Responsible for team decisions Engage with multiple teams and contribute on key decisions Provide solutions to problems for their immediate team and across multiple teams Lead the application design and development process Ensure timely delivery of applications Provide technical guidance and support to the team Professional & Technical Skills: Must To Have Skills: Proficiency in ServiceNow IT Service Management Strong understanding of IT service management processes Experience in leading application development projects Knowledge of ITIL framework Hands-on experience in configuring ServiceNow applications Additional Information: The candidate should have a minimum of 7.5 years of experience in ServiceNow IT Service Management This position is based at our Bengaluru office A 15 years full-time education is required Qualification 15 years full time education

Project Role : Software Development Lead Project Role Description : Develop and configure software systems either end-to-end or for a specific stage of product lifecycle. Apply knowledge of technologies, applications, methodologies, processes and tools to support a client, project or entity. Must have skills : ServiceNow IT Service Management Good to have skills : NA Minimum 7.5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As a Software Development Lead, you will be responsible for developing and configuring software systems, applying knowledge of technologies, methodologies, and tools to support clients or projects. Roles & Responsibilities: Expected to be an SME Collaborate and manage the team to perform Responsible for team decisions Engage with multiple teams and contribute on key decisions Provide solutions to problems for their immediate team and across multiple teams Lead the team in implementing best practices Mentor junior team members for their professional growth Professional & Technical Skills: Must To Have Skills: Proficiency in ServiceNow IT Service Management Strong understanding of ITIL framework Experience in developing and configuring software systems Knowledge of Agile methodologies Hands-on experience in project management Good To Have Skills: Experience with IT Service Management tools Additional Information: The candidate should have a minimum of 7.5 years of experience in ServiceNow IT Service Management This position is based at our Bengaluru office A 15 years full time education is required Qualification 15 years full time education

Professional Family: Business Support Employment Type: Permanent (Hybrid Mode) Summary: Be responsible of following and implementing the Configuration Management directives, set by Process Manager, in uCMDB system. Have process operational execution per technical requirement, identifying the need for corrective action and coordinating the follow up with supporting teams and processes. Drive technical governance with supporting team and report back to Configuration Management Process Manager. Planning and execution of uCMDB technical deliverables with administrative and development capabilities in SaaS mode. Technical Qualifications/Trainings and/or Certifications : UD 120 CMDB Essentials. UD 120 Universal Discovery. ITIL V3 or ITIL V4 certified. SIAM Foundation (Desired). Required Education: B Tech, Computer Science Engineering, or Masters in IT, or equivalent. Certifications : - ITIL V3 or 4 Foundation (Mandatory) - UD120 CMDB Essentials & UD120 Discovery - SIAM Foundation (Desired) Technical Experiences and Expertise: At least 3 years of experience in Microfocus or OpenText uCMDB solution administration and development. Good data analytical and presentation skills with hands-on experience on tools like MS Excel and Powerpoint. Good knowledge of advanced ITSM Tools; preferably on SMAX, uCMDB, universal discovery; a MicroFocus/OpenText Product. General knowledge of IT operations, familiarity with business services and service management. Familiarity with the ITIL V3 and or ITIL 4 foundation and the Configuration Management System, (CMS) in particular. Background in network or enterprise application administration. Well-versed with concept of Public cloud hosting environment, e.g. Amazon. Familiarity with testing concepts Responsibilities and Duties: Setting up of uCMDB configurations as per directives laid down by Configuration Process Manager. Following the functional requirement, define the concept of Universal Discovery (UD) and be able to identify its applications implementation method. Identify the architecture and deployment process of UD, and the installation and setup of the data flow probe and its log files Define the concepts of discovery adapters, discovery jobs, discovery scripts, and other discovery resources Use CMS UI, Admin UI, UD for discovery activities. Setup zone-based discovery method and discovery activities. Define TQL (Topology Query Language) as per the process and business requirements. Design and build agentless and agent-based discoveries, and use inventory scanners Work with the Software Library Viewer and various inventory tools Use the application recognition process and discovery rules Troubleshooting issues with basic setup including but not limited to integration, reconciliation, merging, and purging rules. Setting up Enrichment rules in uCMDB and SMAX, both for data fulfilment and enrichment. Perform application dependency mapping discovery and inventory discovery. Setting up uCMDB in liase with existing SMAX setup. Participate and drive product release activities. Perform system upgrade, CP upgrades, and underlying infrastructure management. Creation and movement of release package from lower to production environment. Ensure all Configuration Items under management are properly controlled, and that accurate and reliable information about lifecycle and configuration status is available in SMAX and uCMDB as and when requested. Host governance forums with Supporting CI custodian group in order to track and address any operational challenges. Perform configuration audits to validate information in CMDB in accordance with the CMS and initiate any required root cause analysis and corrective actions. Understand the scope of asset and configuration management processes, function, the items to be controlled, and information that is to be recorded, as per process documentation. Assess and drive coordination for an effective and efficient Service Catalog Management, Change processes, Release Management, or other ITIL processes within Bureau Veritas to deliver required Asset and Configuration data life-cycle processes. Deliver to support achievement for SLA and KPIs associated with data completeness, correctness, and compliance. Provide knowledge transfer and training to technical groups or advance capabilities to less experienced staff. Create and maintain Application and Service Models along with each topology layer, seeking support from Service / Application Owners. Assist and support Process Manager to drive and accomplish key objectives of Configuration Management Process. Perform UATs pre and post any internal periodic release or by ITSM Tooling partner. CMDB validation with any Change Management Request implementation, as part of review. Tackle process failures independently and communicate updates to collaborators. Assist Process Manager in reviewing process and related documentation. Represent Configuration Management in different forums and spread education in campaigns. Soft Skills Teamwork Adaptive to onshore and offshore model / multiculture working environment Autonomy (spirit of initiative) Open minded, relational quality Customer-oriented Discipline

Role & responsibilities Hands-on development experience in the ServiceNow platform notably ITSM and Scoped Apps Understanding of the key technologies used in building ServiceNow integration solutions including Integration Hub, SSO, Rest services etc. Experience with Agile and Scrum development approaches Strong experience in Integrations with 3rd party tools using (web services, SOAP, email, MID, etc). Experience in loading data into SNOW from third party systems using Web Services and Import Sets. Should have experience at UI Scripting, UI Action, UI Policy, UI Macro, Business Rules, Workflow development, Flow Designer, Catalog Item. Development, Platform Administration, Reporting in ServiceNow SQL, Database view in ServiceNow Ability to create technical documentation and how to manuals for reference. Implement low code / low complexity solutions to business automation needs. Collaborate with project managers, process analysts and team leads as necessary, to ensure project risks are highlighted and timelines are met.

Functional Responsibilities Monitor dedicated ticket queues to track incoming issues and ensure tickets are assigned to appropriate resources for troubleshooting and resolution. Continuously oversee ticket queues to maintain compliance with Service Level Agreements (SLAs) and ensure timely resolution of issues. Identify and escalate tickets that fall outside the defined scope to the Service Desk or relevant teams for appropriate handling. Ensure associated tickets are correctly linked to parent tickets, facilitating efficient tracking and follow-up once the incident is resolved. Properly assign tickets based on issue severity and facilitate the allocation of resources according to workload distribution to optimize efficiency. Use appropriate tools and methodologies to diagnose and resolve end-user support queries, restoring systems and networks to optimal performance levels. Coordinate setup activities for IT devices and systems, ensuring smooth installation and monitoring their performance to prevent or limit service disruptions. Develop and maintain support documentation to assist IT teams and end-users in troubleshooting and minimizing the impact of unexpected outages. Generate and share regular reports with management and stakeholders, providing insights into ticket statuses, resolution trends, and overall service desk performance. Document and update Standard Operating Procedures (SOPs) for assigned areas, ensuring consistency and efficiency in IT support operations. Perform additional duties as assigned by IT management, adapting to evolving needs and priorities in a dynamic IT service environment.

• Service Now Development experience in Developing Integrations, enhancing existing applications. • Good overall knowledge of ServiceNow Platform, various modules, Expertise in ServiceNow scripting. . Experience in ITSM/IOTM/CMDB.