20 Itsm Tools Jobs

Key Responsibilities: Drive P1/P2 calls as needed. Monitor and maintain global infrastructure; telecommunications circuits, routers, network devices, servers, storage etc. using industry standard tools Monitor applications and services; URLs, applications, middleware for potential issues and risks etc. using industry standard tools. Respond to alerts and risks following established procedures to ensure customer SLAs are maintained. Log, Report and Escalate service incidents and risks to specialists using standard ITSM tools and procedures. Work shifts as allocated to ensure 24 x 7 x 365 cover for services. Communicate with internal business users as required to provide ongoing notifications of service risks and issues Role Summary. Management of high risk or critical incidents ensuring each is evaluated accurately and escalated quickly to the appropriate 2nd or 3rd line team for analysis or resolution. Coordinate and manage relationships with other support teams to ensure highest possible service availability and facilitate the communication of service status updates in an effective and timely manner. Act as a first point of escalation for advanced, high severity or difficult issues for L1 where you will have an active role in guiding and motivating the Infrastructure Operations L1 team members in responding to and managing risks and incidents. Identify, evaluate, and prioritize service risks, issues and problems. Required Technical Skills: Intermediate Knowledge of monitoring applications will be beneficial but not a requirement (HPE?Site Scope, Network Node Manager?(NNMi), Nagios tool as well. Knowledge on ITIL process (Incident/Change Management). Excellent spoken and written English and communication skills maintaining a professional manner especially when under pressure. Ability to understand the potential impact of service risks and incidents be able to escalate as appropriate

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 Deliver NoPerformance ParameterMeasure1.100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails Mandatory Skills: Microsoft Dynamics365 Cloud Admin. Experience: 1-3 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 Deliver NoPerformance ParameterMeasure1.100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails Mandatory Skills: Linux Admin. Experience: 1-3 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 Deliver NoPerformance ParameterMeasure1.100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails Mandatory Skills: EMM Intune. Experience: 3-5 Years.

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Deliver NoPerformance ParameterMeasure1.100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails Mandatory Skills: PL-SQL. Experience: 3-5 Years.

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Deliver NoPerformance ParameterMeasure1.100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails Mandatory Skills: Windows Server Admin. Experience: 3-5 Years.

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Deliver NoPerformance ParameterMeasure1.100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails Mandatory Skills: PL-SQL. Experience: 1-3 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 Deliver NoPerformance ParameterMeasure1.100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails Mandatory Skills: M365 Teams Collaboration. Experience: 3-5 Years.

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 Deliver NoPerformance ParameterMeasure1.100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails Mandatory Skills: BackupExec Backup. Experience: 1-3 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 Deliver` NoPerformance ParameterMeasure1.100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails

SQL & Win Server admin, software instl & maint database monitoring, file mngt & optimize monitor, shrink, attach, detach, move MS SQL Server files, testing, bug reporting, applying patches, Win server front end & MSSQL Server backend. Troubleshooting Required Candidate profile Exp in Microsoft SQL & Windows server, Re-insurance/Insurance CAT Modeling app, understanding of app architecture, troubleshooting MSW Server HPC, cloud-hosted, (SaaS), ITSM tools ITIL Certification

Responsibilities: Provide technical support for GreenPay's products, services, and infrastructure. Diagnose and resolve customer and internal technical issues efficiently. Assist in onboarding and training users on new systems and applications.

Introduction In this role, youll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology. In this role, youll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology. Your role and responsibilities As a Software Developer youll participate in many aspects of the software development lifecycle, such as design, code implementation, testing, and support. You will create software that enables your clients hybrid-cloud and AI journeys. Your primary responsibilities include: Comprehensive Feature Development and Issue Resolution: Working on the end to end feature development and solving challenges faced in the implementation. Stakeholder Collaboration and Issue Resolution: Collaborate with key stakeholders, internal and external, to understand the problems, issues with the product and features and solve the issues as per SLAs defined. Continuous Learning and Technology Integration: Being eager to learn new technologies and implementing the same in feature development Required education Bachelors Degree Preferred education Masters Degree Required technical and professional expertise Minimum of 5 years of experience in Incident, Problem, and Change Management roles. Proven experience managing ITSM processes, particularly Incident, Problem, and Change Management, in a large or complex environment. Analytical and problem-solving abilities with a focus on root cause analysis and continuous improvement. Proficiency in ITSM tools (e.g., ServiceNow, Remedy, or similar platforms). Ability to lead and facilitate discussions, including during high-pressure situations like Major Incidents Preferred technical and professional experience Bachelors degree in IT, Computer Science, or a related field (or equivalent experience). ITIL certification (Foundation or higher) is highly desirable. Strong technical acumen and understanding of IT operations and infrastructure

Min Exp - 10 yrs Shift - 8:30 PM to 5:30 AM IST IT SDM with strong infrastructure expertise Managing SOC & NOC teams, Incident management, vulnerability scanning, patching cycles, Must know ITSM tools Share CV at kavita.singh@elevancesystems.com

Role & responsibilities To Lead the design, implementation, and continuous improvement of IT Service Management (ITSM) processes and practices across the organization. The role oversees ITSM framework across global ELGi market units, managing incident, problem, change, and service request processes while driving automation, standardization, and continuous improvement. IT Service Management Strategy Develop and implement a global ITSM strategy and roadmap aligned with IT and business objectives. Define and optimize core ITSM processes, including incident, problem, change, request, asset, and knowledge management. Drive the adoption of ITIL best practices to improve service delivery, operational efficiency, and customer satisfaction. Lead the transition to modern ITSM platforms and tools to enable process automation, scalability, and real-time visibility. Service Operations and Delivery Oversee global IT service operations, ensuring timely resolution of incidents, problems, and service requests within agreed SLAs and KPIs. Drive root cause analysis and preventive measures to minimize recurring incidents and improve system reliability. Optimize change and release management processes to minimize disruptions and enhance operational stability. Collaborate with infrastructure, applications, and business teams to ensure seamless service delivery. Implement service reporting and dashboards to track performance, identify trends, and drive decision-making. Continuous Improvement and Automation Identify opportunities for process improvement and service optimization to enhance efficiency, reduce costs, and improve user experience. Drive the adoption of automation (e.g., AIOps, chatbots, robotic process automation) to streamline service management processes. Champion continuous improvement initiatives, including service quality assessments, user feedback analysis, and proactive monitoring. Service Governance and Compliance Establish governance frameworks for ITSM processes, ensuring compliance with IT policies, standards, and regulatory requirements. Define and monitor SLAs, OLAs (Operational Level Agreements), and KPIs to measure and improve service performance. Drive the development and enforcement of ITSM documentation, including process workflows, SOPs, and knowledge base articles. Stakeholder Management and Communication Act as the key point of contact for business stakeholders to understand service requirements and expectations. Partner with IT leaders, vendors, and service providers to ensure alignment of IT services with business priorities. Communicate ITSM performance, challenges, and opportunities to senior leadership and business units through clear reporting and updates. Leadership and Team Development Lead and mentor a global team of IT service managers, analysts, and support staff, fostering a culture of excellence and accountability. Drive skills development and training for the ITSM team to keep pace with evolving tools, technologies, and practices. Promote collaboration and knowledge sharing within the team and across IT functions. Preferred candidate profile In-depth knowledge of IT Service Management frameworks (ITIL) and experience implementing ITSM tools (e.g., ServiceNow, BMC Remedy, Ivanti). Strong understanding of IT operations, infrastructure, and service delivery in a global enterprise environment. Expertise in incident management, problem management, change management, and service request management. Experience with automation, monitoring tools, and AI-based ITSM practices (AIOps, proactive incident resolution). Proven ability to develop and execute global ITSM strategies that align with business objectives. Strong leadership skills with experience managing diverse, global teams in a matrixed environment. Ability to drive cultural change and promote a customer-centric approach to IT services. Ability to standardize and optimize ITSM processes to improve efficiency, compliance, and service quality. Strong analytical skills to identify trends, analyze performance metrics, and drive data-driven decisions. Exceptional communication and interpersonal skills to engage with senior leadership, business stakeholders, and IT teams. Proven ability to manage vendor relationships and ensure service provider performance aligns with SLAs. Demonstrated experience in driving service automation, continuous improvement initiatives, and innovation in IT service management. Ability to address complex ITSM challenges through proactive analysis and creative problem-solving. Desired Experience and Qualification 15+ years of experience in IT Service Management, with at least 5 years in a leadership role overseeing global ITSM operations. Proven track record in implementing and optimizing ITSM processes and tools in a large, complex enterprise. Experience in managing service delivery in a global environment with geographically dispersed teams. Experience driving ITSM automation, AIOps, and process improvements to enhance operational efficiency. Bachelors degree in Information Technology, Computer Science, or a related field (Masters degree preferred). Certifications: ITIL certification (minimum ITIL v4 Foundation, Expert/Master preferred). Certifications in ITSM tools (e.g., ServiceNow Certified Implementation Specialist) are a plus. PMP or Agile certifications (e.g., Scrum Master) are desirable for project management responsibilities.

Req ID: 320996 NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Messaging Services Specialist to join our team in Noida, Uttar Pradesh (IN-UP), India (IN). Job Description- Flexible working in shifts supporting 24X7 steady state operations. Individuals understand their own area and are able to perform all facets of their role. Good analytical and problem-solving skills - Energetic, self-motivated and self-sufficient in accomplishing tasks. They have experience in most issues that may arise, although require guidance with new assignments or assignments outside normal scope of work. Participates in troubleshooting and resolution of client problems using integrated data processing and communication solutions. Performs a variety of maintenance tasks associated with the support, modification, and updating of the hardware and Messaging software systems to include software installations, upgrades and tests. Works with more senior team members in performing research, operation studies, design reviews, and technical briefings with clients. Flexible to extend beyond work hours towards accomplishing assigned tasks. Regularly exercises discretion and independent judgment on technical matters. Good working knowledge and demonstrated ability utilizing systems, tools and procedures to accomplish job. Builds deeper understanding of processes, procedures, customers and organization Technical Skillset- Proficient on Messaging technologies- Microsoft office 365, Exchange 2013/2016 on-prem environment and Clients-Outlook (All versions), OWA, mobile device management, Sharepoint, Enterprise vault, Skype for business, Boundary Servers etc.,. Troubleshooting skills on end user support tasks, recipient's management-User Mailboxes, linked mailbox, distribution groups, room/equipment mailbox, mailbox-move/permission, import/export client & application troubleshooting, PowerShell commands and server support. Knowledge on ITSM tools/platform to perform Request, Incident, Change and problem management. Service management and service level management Steady state support to the messaging infrastructure, handling on-call responsibilities, complex issues, escalations, server maintenance activities etc. Should have Good Experience in Customer Coordination (understand customer needs and providing solutions). About NTT DATA NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at NTT DATA endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click . If you'd like more information on your EEO rights under the law, please click . For Pay Transparency information, please click.

Troubleshoot desktop hardware and software issues. • Handle system configuration and maintenance. • Manage and support LAN, WAN, and network segments. • Maintain operating systems, business applications, web servers, email, laptops, and desktop. Required Candidate profile We are looking for a skilled and proactive IT Engineer – DC Operation IT Helpdesk to join our dynamic team. The ideal candidate should have hands-on experience in IT helpdesk operations.

Share CV at aishwarya.joshi@espire.com Zendesk Configuration/Implementation Expert Experience- 3+ years Duration- 6-month contract NP- Immediate- 1 week Primary Focus: Configuration, implementation, customization, and optimization of ITSM tools to align with the organization's IT service management needs. ITIL Framework: Deep understanding of ITIL concepts such as Incident Management, Change Management, Problem Management, and Service Catalogues. Business Process Mapping: Ability to translate business requirements into ITSM workflows and processes. Tool Setup & Implementation: Install and configure ITSM tools based on best practices. Design workflows and process flows for incident, change, problem, and asset management. Define and implement user roles, permissions, and access control policies. Customization & Integration: Customize forms, dashboards, reports, and workflows. Integrate ITSM tools with other enterprise applications (e.g., ERP, CRM, CMDB) through APIs or middleware. Ensure compliance with organizational standards, such as ITIL (Information Technology Infrastructure Library). Automation & Optimization: Automate repetitive tasks using scripting or automation tools. Design and implement SLA (Service Level Agreement) rules and escalation policies. Continuously optimize the system for performance, scalability, and usability. Maintenance & Upgrades: Perform routine tool upgrades and patch installations. Monitor system health, troubleshoot any issues that arise. Manage backups and recovery procedures for ITSM data. User Training & Support: Develop training materials and conduct workshops for end users. Provide second or third-tier support for ITSM-related issues. Reporting & Metrics: Configure custom reports and dashboards to monitor key performance indicators (KPIs) such as resolution times, SLA compliance, and system uptime. Analyze trends and data to provide insights into IT operations and suggest improvements. Technical Skills: ITSM Tools: Strong knowledge of one or more ITSM platforms

experience in IT helpdesk or service desk coordination Familiarity with ITSM tools e.g ServiceNow, Fresh service, ManageEngine &support processes English for user communication Strong organizational & multitasking skills Ticketing & ITSM tool usage Required Candidate profile Asset and inventory management Vendor coordination and follow-ups Team coordination and support scheduling Reporting and SLA tracking kindly reach us Preethi 6382942219

Key Responsibilities: Ensures that appropriate levels of monitoring of network resource capacity and system performance are executed, and that the information recorded in Capacity Database is kept up-to-date and used by all parts of the Capacity Management process. Manage capacity management process for Basic and Standard contracts Provides regular capacity management reports, which include current usage of resources Provide observations, analysis and basic recommendation for the network and other IT resources wherever required Highlight recurring high utilization scenarios (more than 3 months) in the reports Compare the in-life devices available in Inventory to tool discovered devices and provide gap analysis, and follow up with required teams till resolution Contributes to reports on performance against targets contained in KPIs Follow-up with required support teams in case of tools or data quality issues Follow the escalation process against various teams in case of delay Ensuring overall improvements and customer concerns are tracked and resolved through continuous improvement methodology Comply with BT security policy, standards, baseline and procedures Complete all mandatory security trainings timely and successfully Deliverables: Monthly Capacity Management Reports, Heat map reports, team KPI adherence. Qualifications: BE / B.Tech. / MCA / M.Sc. / MS with minimum 1-3 years of relevant experience post Qualification IT- Experience; CCNA & ITIL Foundation Certified; Good knowledge of MS Office products Must Have Skills: Outstanding Customer service skills; Ability to multi-task and work under strict deadlines; Good verbal and written English communication skills; Good knowledge of Networks and other IT infrastructures skills; ITSM tools and other Capacity Management tools (EMC Watch4Net, Nagios, Ops View, Proviso, Sevone NPMD, NGNPM).