4444 Problem Management Jobs - Page 11

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

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

Role Purpose The purpose of this role to deliver great customer service/experience by effectively acknowledging, tracking, and prioritizing all client cases as per the regulatory guidelines, and ensuring resolution as per the defined SLAs, by allocating the same to the relevant support team. Do Ensure operational excellence through contract and regulatory compliance, effective case acknowledgment, tracking, prioritization, system updation, and reporting Acknowledge client cases as per the SLAs defined in the contract Access client tool and log all incoming client cases accurately on the internal tool as per contract Accurately document all pertinent case information such as case number, case type, etc. of daily cases received Follow standard processes and procedures to track and prioritize all client cases Accurately update the internal tool with daily cases and forward the same to respective agents and QAs Access and maintain internal knowledge bases, resources and frequently asked questions to aid in effective case logging and prioritization Maintain and timely update internal tool for agents to speed up response time Identify red flags and escalate serious client issues to Team leader in cases of non-compliance and untimely resolution Ensure all client information, disclosures and regulatory changes are given to agents and QAs on a regular basis Monitor compliance with service agreements to avoid legal challenges Share recorded case logs and status reports with clients and supervisors on a daily basis Deliver excellent customer service through effective understanding of client tool, accurate case logging and prioritization as per regulatory guidelines Serve as the primary point of contact for accessing cases pertaining to a specific client using designated client tool Develop deep understanding and use of client tool to effectively perform day today duties Access client tool and acknowledge to the client the receipt of the cases as per the SLAs defined in the contract Accurately document all pertinent case information such as case number, case type, etc. on a daily basis for all cases received Prioritize cases on the levels of urgency and complexity as per the regulatory guidelines defines by the client Accurately extract case information and create an excel listing cases along with relevant information pertaining to the cases Maintain logs and records of all client cases as per the standard procedures and guidelines Collaborate with client and undergo trainings on any new regulatory guidelines for a particular client process and implement the same on all cases Ensure allocation and resolution of client cases as per the defined SLAs by accurately updating internal tools, training sessions on new regulations and regular reporting Ensure allocation of cases to agents and QAs by accurately recording all client cases on the designated internal tracking software Maintain tracker of all cases received along with the allocation information for reporting purposes Ensure all client cases are resolved as per the defined SLAs and regulatory guidelines defined by the client Maintain and share the resolution status report with supervisor and client on a daily basis Share the hourly productivity update report with supervisors and clients on a daily basis Undertake client training on specific tool features and/or any other regulatory changes introduced by client/govt. Conduct training sessions for agents and QA ensuring the regulatory changes have been effectively communicated to all agents and QAs Ensure new regulatory guidelines are implemented all client processes to avoid penalties and non-compliance Liaise between the client and internal teams on escalations of serious issues and unique queries Follow up with agents and QAs to record feedback and ensure compliance to contract SLAs and regulations Interact and engage with the client and internal stakeholders to communicate and update progress against a particular case Build capability to ensure operational excellence and maintain superior customer service levels for the existing client Undertake trainings to stay current with any new features, changes and updates on client tool Enroll in product specific and any other trainings per client requirements/recommendations Conduct training sessions for Agents and QAs on any new regulatory guideline that needs to be applied to any process urgently Identifying and document most common problems and recommend appropriate changes to the team leader Updates job knowledge by participating in self learning opportunities and maintaining personal networks Mandatory Skills: Travel & Hospitality . Experience: 5-8 Years .

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

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

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

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

Role Purpose The purpose of this role is to provide significant technical expertise in architecture planning and design of the concerned tower (platform, database, middleware, backup etc) as well as managing its day-to-day operations 6-10Y of Exp in Advanced Windows Server administration skills for Windows Server 2012, 2016, 2019, 2022 OS Expertise in Windows Server Operating system platforms AD, DHCP, DNS, File/Print, IPV4, Domain connectivity to windows server Basic knowledge of VMWare virtualization infrastructure. Good troubleshooting skill of AD and Group Policies. Hands-on experience on DFS namespace and replication implementation and troubleshooting skills. Hands on experience on Windows Cluster and High availability system Performance monitoring and tuning. Expertise in root cause analysis of the major incidents/problems Expertise in handling the Major Incident for Windows Server Good exposure in Vulnerability Management and their remediation Good hands-on experience of Windows Server Troubleshooting tools and their use (sysinternals tools) Understanding capacity planning. H/W troubleshooting & Vendor coordination Configuration and Administration of RAID technologies (RAID 0+1, RAID 1, RAID 5 etc.) Basic knowledge of PowerShell scripting Independent decision-making skill on infrastructure enhancement Good knowledge of Change, Incident and Problem management. Experience of handling global customers. Team Management Resourcing Forecast talent requirements as per the current and future business needs Hire adequate and right resources for the team Train direct reportees to make right recruitment and selection decisions Talent Management Ensure 100% compliance to Wipros standards of adequate onboarding and training for team members to enhance capability & effectiveness Build an internal talent pool of HiPos and ensure their career progression within the organization Promote diversity in leadership positions Performance Management Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports. Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to build engagement within the team Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team Exercise employee recognition and appreciation Mandatory Skills: Windows Server Admin . Experience: 5-8 Years .

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

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

ZS is a place where passion changes lives. As a management consulting and technology firm focused on transforming global healthcare and beyond, our most valuable asset is our people. Here you'll work side-by-side with a powerful collective of thinkers and experts shaping solutions from start to finish. At ZS, we believe that making an impact demands a different approach; and that's why here your ideas elevate actions, and here you'll have the freedom to define your own path and pursue cutting-edge work. We partner collaboratively with our clients to develop products that create value and deliver company results across critical areas of their business including portfolio strategy, customer insights, research and development, operational and technology transformation, marketing strategy and many more. If you dare to think differently, join us, and find a path where your passion can change lives. Our most valuable asset is our people. At ZS we honor the visible and invisible elements of our identities, personal experiences, and belief systems - the ones that comprise us as individuals, shape who we are and make us unique. We believe your personal interests, identities, and desire to learn are part of your success here. As a Senior Cloud Monitoring Administrator in ZS IT Operations Center (ITOC), you will serve as a key escalation point and owner of the Incident Management lifecycle for ZS's global IT infrastructure. This includes managing major incidents (P1/P2), ensuring timely resolution, driving stakeholder communication, and leading post-incident analysis to prevent recurrence. What You'll Do: - Own and lead high-impact incident management (P1/P2) processes end-to-end. - Facilitate incident bridges and war rooms with cross-functional teams (Cloud Compute, Network, Security, Cloud Ops). - Coordinate with global stakeholders, vendors, and leadership for real-time updates and escalations. - Maintain real-time communication on Team/ServiceNow and through structured email updates. - Conduct in-depth Post-Incident Reviews (PIR) and ensure follow-ups via Problem Management. - Track incident metrics (MTTR, SLA breaches, recurrence), analyze trends, and recommend improvements. - Partner with engineering and automation teams to enhance observability and proactive detection. - Standardize and enhance ITOC's incident response processes based on ITIL best practices. - Drive improvements in incident communication protocols, documentation, and playbooks. - Mentor junior engineers (L1/L2) in handling escalations and developing response skills. - Partner with Observability Team, Cloud Compute, Network, Security and Cloud Ops to enable integrated monitoring and alerting. - Collaborate with application and business teams to minimize business disruption and align resolution priorities. - Participate in Change Advisory Board (CAB) to mitigate incident risks from changes. What You'll Bring: - 4+ years of experience in IT Operations/Incident Management roles, with at least 2-3 years handling global environments. - Prior experience in a Consultant/L3 capacity in a matrixed or client-facing IT environment. - Strong expertise in handling hybrid infrastructure (AWS + On-prem) incidents. - Proven success in independently leading major incidents and stakeholder management. - Tools: ServiceNow, JIRA, SolarWinds, Splunk, AWS CloudWatch, PagerDuty/Uptrends, Teams. - Cloud: Working knowledge of Networking technologies, VMWare, AWS (EC2, RDS, Route 53, ELB, VPC, etc.) - Concepts: ITIL (Incident, Problem, Change), Monitoring & Alerting, Automation basics (preferred) - Certifications: ITIL v4 Foundation (required); AWS Cloud Practitioner or higher (preferred) - Clear and timely communication during critical scenarios. - Strong decision-making and accountability under pressure. - Ability to influence cross-functional teams without direct authority. - Structured thinking with an eye for continuous service improvement. - Willingness to work in 24x7 support environment (via on-call rotation). Perks & Benefits: ZS offers a comprehensive total rewards package including health and well-being, financial planning, annual leave, personal growth and professional development. Our robust skills development programs, multiple career progression options and internal mobility paths and collaborative culture empower you to thrive as an individual and global team member. Travel: Travel is a requirement at ZS for client-facing ZSers; business needs of your project and client are the priority. While some projects may be local, all client-facing ZSers should be prepared to travel as needed. Considering applying At ZS, we honor the visible and invisible elements of our identities, personal experiences, and belief systems - the ones that comprise us as individuals, shape who we are, and make us unique. We believe your personal interests, identities, and desire to learn are integral to your success here. We are committed to building a team that reflects a broad variety of backgrounds, perspectives, and experiences. ZS is an equal opportunity employer and is committed to providing equal employment and advancement opportunities without regard to any class protected by applicable law. To complete your application: Candidates must possess or be able to obtain work authorization for their intended country of employment. An online application, including a full set of transcripts (official or unofficial), is required to be considered. NO AGENCY CALLS, PLEASE. Find Out More At: www.zs.com,

You should have a strong working knowledge in Amdocs CES Billing System, particularly Customer Billing Product CBP and its subcomponents. It is essential to possess solid billing domain knowledge, including Postpaid Billing, Prepaid Billing, CDR processing and usage flow, Rating and Discounting, and Bill Generation and Invoicing. Understanding Amdocs CES Billing configuration, which includes product offers, rate plans, account hierarchies, and billing cycles, is also required. You must have experience with Amdocs billing operational tasks like billing cycle execution, job scheduling, and financial transaction processing. Additionally, a solid background in systems design and development in large-scale billing environments is necessary. Experience in Service Management within an IT Telco operations setup, including incident and problem management, is expected. Exposure to other OSS BSS systems such as Amdocs CRM, Ordering, Mediation, and optionally Prepaid Charging systems like OCS, would be advantageous. Hands-on experience with UNIX/Linux systems, strong familiarity with SQL, Oracle databases, and working knowledge of WebLogic Web Servers is essential. Proficiency in incident and service request handling from triage to resolution within agreed SLA timelines is a key requirement. You should be comfortable working with cross-functional and cross-cultural teams, especially when delivering services to international telecom operators. Your primary technical skills should include Technology CRM Amdocs. The job may require you to work across all Infosys DC locations. Preferred skills include expertise in Technology->CRM->Amdocs->Amdocs Cramer.,

As a global leader in cybersecurity, CrowdStrike is dedicated to protecting the people, processes, and technologies that drive modern organizations. Since 2011, our mission has remained unchanged - we are here to stop breaches and have revolutionized modern security with the world's most advanced AI-native platform. Our diverse customer base spans all industries, relying on CrowdStrike to ensure the smooth operation of their businesses, the safety of their communities, and the progress of their lives. At CrowdStrike, we are not just a company; we are a mission-driven organization that nurtures a culture empowering every CrowdStriker with the flexibility and autonomy to shape their careers. We are constantly seeking talented individuals who exhibit boundless passion, unwavering dedication to innovation, and a profound commitment to our customers, community, and each other. Are you ready to join a mission that truly matters The future of cybersecurity commences with you. We are currently looking for a highly skilled engineer to join our Digital Operations Center (DOC) team. The ideal candidate should possess extensive experience in managing end-to-end incident lifecycles within a 24/7/365 DOC environment, encompassing monitoring, detection, resolution, and communication. This role is pivotal in ensuring the stability, performance, and reliability of our IT network and product services. Given the global operations of the DOC, IT, and product teams, collaboration across regions and shift handoffs is essential. **Responsibilities:** **Leading:** - Lead the monitoring of internal services and incident teams, including escalation and alerts to crisis teams. - Champion best practices of the DOC Playbook throughout the team. - Guide the implementation, continuous improvement, and documentation of policies, procedures, and processes for the DOC. - Embrace a technology innovation mindset, incorporating AI Operations and self-healing scripts. **Monitoring and Alerting:** - Continuously monitor internal IT and product-related incidents using various tools and platforms. - Develop, configure, and manage alerting systems to promptly identify and notify relevant parties of emerging issues. - Facilitate crisis team assessments or activations through rapid situational awareness to incident coordinators. **Incident Management and Escalations:** - Coordinate and escalate issues to appropriate teams and stakeholders as necessary. - Maintain clear and concise communication during incidents, providing regular updates to stakeholders. - Collaborate with cross-functional teams to support root cause analysis of complex issues and document standard operating procedures. **Continuous Improvement:** - Identify opportunities for enhancing monitoring and alerting systems and processes. - Participate in post-incident reviews and contribute to the development of preventive measures. - Stay abreast of industry trends and best practices in all-hazards operations center operations and technologies. **Documentation and Reporting:** - Maintain detailed incident logs and documentation. - Generate regular reports on incidents, assessments, and status. - Provide insights and recommendations based on incident analysis and trends. **Requirements:** **Education:** - Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field. Equivalent work experience will be considered. **Experience:** - Minimum of 6 years of experience in Digital Operations Center (DOC) or a similar environment like NOC or IT Operations. - Strong understanding of network protocols, systems, and infrastructure. **Skills:** - Excellent problem-solving and analytical skills. - Strong communication and interpersonal skills. - Ability to work effectively under pressure and manage multiple priorities. - Proficiency in scripting languages (e.g., Python, Bash); AI Ops knowledge is advantageous. - Familiarity with ITIL practices and frameworks is desirable. - Knowledge of incident command system (ICS) principles and best practices in the technology industry. **Certifications:** - Relevant certifications such as CCNA, CCNP, or equivalent are preferred. **Work Environment:** - This position may involve shift work to ensure 24/7 coverage of the DOC. - Ability to work in a high-stress, fast-paced environment. **Work Location:** Pune (Work from office) At CrowdStrike, we offer a range of benefits including a remote-friendly and flexible work culture, competitive compensation and equity awards, comprehensive wellness programs, ample vacation and holidays, paid parental and adoption leaves, professional development opportunities, employee networks, volunteer opportunities, and a vibrant office culture with world-class amenities. We are proud to be recognized as a Great Place to Work Certified organization globally. CrowdStrike is an equal opportunity employer committed to fostering a culture of belonging where everyone is valued and empowered to succeed. We provide support to veterans and individuals with disabilities through our affirmative action program. If you require assistance in accessing information on our website, submitting an employment application, or requesting an accommodation, please contact us at recruiting@crowdstrike.com for further guidance.,

As the Major Incident and Problem Manager, you will report directly to the Head of Service Management and be responsible for overseeing and driving the Major Incident Management and Problem Management processes. Your key responsibilities will include: - Managing Major and High priority incidents with authority and leadership to ensure quick resolution and a smooth transition to the Problem Management phase for root cause analysis. - Hosting technical recovery calls to coordinate teams, challenge for solutions, and meet SLAs. - Assessing impact and urgency of Major Incidents to set correct priorities and escalate within SLA targets. - Adopting a "User First" approach to communicate impact, update stakeholders, track events, and send timely communications during Major Incidents. - Ensuring compliance with incident management processes for effective resolution within SLA targets. - Driving governance around Major Incident management, from ticket handling to closure. - Collaborating with Service Delivery Managers to improve Major Incident and Problem Management processes. - Hosting Post Incident Review meetings to identify root causes and deliver remediation actions. - Escalating tickets to enhance end user experience as needed. - Facilitating problem resolution by coordinating between technical teams, stakeholders, and management. - Contributing strategically to reduce incidents and enhance system reliability. - Identifying trends needing problem management attention. - Logging, documenting, and prioritizing problems in the management system. - Conducting root cause analysis meetings and assigning tasks to teams for resolution. - Implementing measures to prevent future problems and sharing learnings across processes. - Monitoring problem management metrics and adhering to standards, policies, and regulatory requirements. - Handling additional tasks as necessary. Your role will be crucial in ensuring efficient incident and problem management, driving improvements, and maintaining system reliability for the organization.,

Application Support Specialist / Lead Location - Bangalore, Hyderabad Experience- 3 years minimum in application support L3 Must have experience in Java, SQL, ITSM Tools WFO/ Rotational Shifts Immediate joiners only Contact - 9214334811

L2 Assurance Digital Support Analyst Senior 1 The Service Desk Analyst is a member of the Customer Support team and primary responsibility is second level technical support. They will respond to end-user inquiries regarding trouble with specific software applications in production or pilot mode. In addition, they will answer questions via phone, self-service queue and electronic mail, related to the use of supported software provided by RSM. Tasks include, but are not limited to, monitoring, tracking, and updating day-to-day status on user incidents and requests. He/she must have excellent customer service and communication skills, both written and oral, and must be able to communicate between technical and non-technical people within the Company. ESSENTIAL DUTIES: Provide in-depth technical application support for end-users to ensure proper software operation so that the user can accomplish business tasks. Level 2 Analysts resolve issues routed to them from Level 1. Manage, organize, and multitask working a queue of requests and incidents as assigned by the Service Desk. These may have originated multiple sources including phone, voicemail, internet service requests and electronic e-mail. Then they must be able to prioritize incidents/requests properly and update incidents/requests into the incident tracking software. Work with customers to understand requirements and expectations and respond to questions from users and remotely assist employees and consultants with software problems in offices and/or remote sites. Apply problem solving and trouble-shooting techniques to issues received from users regarding software provided by RSM. Provide solutions to the stated and underlying issues. This will require knowledge of hardware and networking systems as they relate to the software concern. Learn advanced operations of commonly used software, hardware and other equipment. As required, participate in supported application projects as a representative of the end-user and Customer Support. Install requested or upgraded software to user PCs. As needed, assign incidents requiring in-depth analysis to the appropriate Level 3 group for resolution. Provide input for Knowledge Articles for the PAS supported applications. Fulfill other duties and projects as assigned by the Service Desk Manager / management staff. EDUCATION Associates Degree in Information Systems, Business, Communications or related Field preferred, or equivalent experience TECHNICAL SKILLS Computer hardware components, systems and peripherals Basic computer software applications including MS Office products, email, Internet access, and multimedia technology Knowledgeable with LAN or WAN networking Working knowledge of Windows OS SPECIAL REQUIREMENTS SPECIFIC TO JOB Passion for and responsibility to the customer Personal and corporate integrity Friendly presence, helpful attitude, and self-motivated with demonstrated interpersonal skills Good organizational and problem solving skills Ability to multitask Ability to work in a highly collaborative environment Ability to work a flexible schedule including overtime as required EXPERIENCE 3-5 years PC support background and experience working in a call center/phone support environment

Job Track Description: Performs business support or technical work, using data organizing and coordination skills. Performs tasks based on established procedures. In some areas, requires vocational training, certifications, licensures, or equivalent experience. General Profile Expands skills within an analytical or operational process. Maintains appropriate licenses, training, and certifications. Applies experience and skills to complete assigned work. Works within established procedures and practices. Works with a moderate degree of supervision. Functional Knowledge Has developed skillset in a range of processes, procedures, and systems. Business Expertise Supports the achievement of company goals by integrating teams for the best outcome. Impact Impacts a team through quality of services and information provided. Follows standardized procedures and practices and receives moderate supervision and guidance. Leadership Has no supervisory responsibilities. Manages own workload. Problem Solving Ability to problem solve, self-guided. Evaluates issues and solutions to provide the best outcome for the client and end-users. Interpersonal Skills Exchanges information and ideas effectively. Responsibility Statements Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution. Identifies customer needs by referring to case notes and examining each as a specific case. Performs routine call center activities concerning business products and services. Uses standard scripts and established guidelines and under supervision, to meet SLAs. Provides customers with information that is specialized and communicated in a warm empathetic manner. Gathers all necessary information to update the database. Escalates issues to senior levels, based on complaints or concerns. Explains company policies to customers. Performs other duties as assigned. Complies with all policies and standards.

Role Summary: We currently have an exciting opportunity for a Helpdesk Executive in Reading. The Executive will manage the helpdesk calls, manage queries, record slack tickers, prepare reports and maintain records on a daily basis Liason with multiple functions and ensure all the tickets are close as per SLA What the job involves: Helpdesk Management Phone Calls Slack channel queries Mail communications Liason with multiple functions Regular updates Report Management Maintain all day to day data Maintain all documents for audit purpose Suggest / Recommend changes or inputs required to enhance / optimize process Ensure routine update of database for future reference Team Player Align with the team on all process Support for other cities during their absence Extend the support during business continuity Manage SLAs and timelines Support FM functions in case of necessity Should play a role of touchpoint for Employees community Gather requirements / requests and channel with respective functions Lead the requests end to end and ensure delivery with quality and within time limit Bring out the challenges quickly to respective leaders / forums for quick resolutions Site Operations Management Recommend continuous quality improvement practices and implement Industry Best Practice operations Support other FM functions based on crisis as a cross function to balance eco system Liason with vendors for programs, events and ensure smooth execution 24/7 emergency call support and site attendance is required Risk Management Ensure a property risk management program including audits is implemented and maintained Ensure disaster recovering and business continuity plans are implemented and maintained Ensure escalation procedures and incident reporting procedures are implemented and in place Assist in the development of guidelines and strategies to ensure compliance with Jones Lang LaSalles business conduct Achieve Key Performance Indicators and Service Level Agreement

About Saviynt: Saviynt is the leading Identity Authority Platform, designed to secure and empower the digital workforce. In today s dynamic landscape of digital transformation, where cyber risks are ever-evolving, Saviynt s Enterprise Identity Cloud delivers unmatched visibility, control, and intelligence. We enable organizations to defend against security threats while providing users with seamless, secure access to the tools they need to excel. Role Overview: We are seeking an experienced and hands-on Senior Director - Cloud Platform Engineering .A strategic engineering leader responsible for overseeing the design, development, and operation of cloud platform infrastructure and observability systems. This role involves driving cloud platform strategy, building scalable and secure platform solutions, and leading cross-functional teams to improve developer experience and cloud governance. Leader with an AI and Automation first mindset . Key Responsibilities: Strategy and Vision: Own and drive the cloud platform strategy, including infrastructure security, availability, performance, and cost management. Lead multiyear transformation initiatives for cloud platform evolution and scalability. AI & Automation Enablement: Champion AI-driven automation to simplify developer workflows, improve platform reliability, and increase operational efficiency. Develop and execute cloud platform strategies aligning with business goals, focusing on resilience, security, cost governance, and performance. Lead and mentor high-performing teams of cloud platform engineers and observability specialists. Collaborate with product management, cloud operations, and other stakeholders to enhance platform architecture, automation, and deployment pipelines. Implement and manage observability tools and frameworks (e.g., Datadog, Prometheus, Grafana) for monitoring, tracing, and alerting on cloud services. Drive security and compliance best practices across cloud infrastructure and services. Oversee incident and problem management to improve platform reliability. Stay abreast of emerging cloud and observability technologies to drive innovation and efficiency. Required Qualifications : 15+ years of engineering leadership, managing teams with experience in cloud platform architecture and operations. Experience with Infrastructure as Code and platform automation at scale Knowledge of security, compliance, and governance frameworks Deep expertise in public cloud platforms (AWS, Azure, GCP) and container orchestration technologies (Kubernetes, Istio, Docker). Experience with developer platforms, CI/CD, infrastructure as code (Terraform, GitLab), and cloud governance. Strong background in observability and monitoring tools (Prometheus, Datadog, NewRelice ,Dynatrace) and strategies for large-scale systems. Ability to engage with executive leadership and drive strategic outcomes across technical and business areas. Technical and hands-on leadership mindset with excellent communication and strategic planning skills. This role is pivotal in shaping and maintaining a reliable, secure, and scalable cloud platform that supports product delivery and drives operational excellence, while fostering a strong culture of engineering innovation and observability What We Offer: Saviynt provides a competitive total rewards package, extensive learning opportunities, and a dynamic environment where you can grow your career. Compensation will be based on experience, skill set, and business needs. Additionally, you may be eligible for a discretionary bonus based on individual and company performance. Security & Compliance Requirements: Complete security and privacy training during onboarding and annually thereafter. Adhere to Saviynt s Information Security and Privacy policies, including Data Handling, Incident Response, Business Continuity, and Access Control procedures. Why Join Us At Saviynt, you ll be part of a high-growth, fast-paced company shaping the future of identity security. You ll tackle complex challenges, work with cutting-edge technologies, and contribute to products that protect businesses globally all within an inclusive, collaborative environment.Ready to make an impactJoin Saviynt and help us power and protect the world at work.

Ownership of theapplication production support for the IT applicationsLead Application Support L1&L2 across the applications from the end user perspectiveForm , maintainand manage a capable IT application support team Ensure welldocumented SOP/checklist and execution same as per the expected timelines Own disasterrecovery of applications with close co-ordination with infra team Ensure expected SLAs ,turned around time requirements linked to incidents ,changes ,problems inproduction Manage theapplication deployment in production Lead andpriorities the application support teams work load Manage and Ownthe Problem Management Process Maintainapplication monitoring , performance tuning and testing Provide input tothe implementation ,backup and roll back plan Experience range 3-6 yearsMust be good inverbal and written communicationsMust have priorsupport function background

HIH - Infrastructure Engineering Senior Advisor IT ABOUT EVERNORTH: Evernorth exists to elevate health for all, because we believe health is the starting point for human potential and progress. As champions for affordable, predictable and simple health care, we solve the problems others don t, won t or can t. Our innovation hub in India will allow us to work with the right talent, expand our global footprint, improve our competitive stance, and better deliver on our promises to stakeholders. We are passionate about making healthcare better by delivering world-class solutions that make a real difference. We are always looking upward. And that starts with finding the right talent to help us get there. Position Overview: Provides counsel and advice to top management on significant IT Support matters, often requiring coordination between organizations. Provides a relationship management role with internal/external service providers to the IT organization. Interprets internal or external issues and recommends solutions/best practices. Focuses on providing thought leadership and technical expertise across multiple disciplines. Recognized internally as the go-to person for the most complex IT Services assignments. Responsibilities The Problem Management Problem Analyst is accountable for driving availability by being responsible for eliminating risks to the availability of IT systems. In this role you will partner with technical SMEs and uncover root cause of major incidents, then defining and closing gaps of technical risks in the environment. The Problem Analyst is aligned with domain subject matter experts and will partner to organize, escalate, ensure leadership visibility on outstanding risks, and preventing the recurrence of managed incidents in the environment. The Problem Analyst will have exposure to senior management, technical SMEs, and the authority to escalate requests to reduce risk as quickly as possible. Qualifications Required Skills Direct oversight of critical problems (i.e. problems related to critical managed incidents) in the Problem Management Process Management including determination and completion of tasks including but not limited to related root cause identification, root cause elimination, monitoring and alerting, escalation, and testing, to ensure there are no repeat incidents. Empower resources involved in the Problem Management lifecycle by removing roadblocks and engaging management to facilitate completion of tasks. Assisting with appointing and identifying resources to complete Problem tickets and managing the resources assigned to the Problem Management process. Liaise with all problem resolution groups to ensure swift resolution of problems within service level targets Liaise with suppliers, contractors, etc. to ensure that third parties fulfill their contractual obligations with regards to resolving problems and providing problem-related information and data Arrange, run, document, and coordinate all follow-up activities relating to major problem reviews Establishing rapport and close collaborative relationship with the service managers and production support leads and have high level familiarity with the applications and services. Visibility at a senior management level, including presenting critical problems at daily and weekly review with senior management. Monitoring the Problem Management process, using Key Performance Indicators (KPIs) and reports Awareness of the customer s business priorities, objectives and business drivers to help prioritize root cause identification and elimination against those priorities and objectives. Coordinating interfaces between Problem Management and other IT Service Management (ITSM) processes Ensuring data accuracy and currency for Problem tickets. Strong Resource Management skills to provide oversight into resources involved in the Problem Management process. Strong facilitation skills to enable quicker root cause identification and elimination by the resources involved in the Problem Management process. Good influencing and negotiation skills to lead matrixed teams. Ability to exhibit technical agility and ability in all supported areas. Ability to exhibit organizational agility and acuity to assist with the completion of problem tasks and handling any escalations as necessary. Competencies Customer Focus Managing Vision and Purpose Organizational Agility Technical Agility Perseverance Interpersonal Savvy Problem Solving Qualifications Exposure to several Service Desk support models Demonstrated ability and experience in providing cross-organizational leadership Demonstrated ability and experience in understanding drivers to business event readiness (eg, 1/1 Readiness) Required Experience & Education: 13-16 years of total experience required. 4-6 years of progressive hands-on ITIL experience (ITIL Foundation v4 required) 2-3 years as an ITIL Process SME in either Incident, Problem, Availability or Change Management BA/BS degree or higher strongly preferred in Computer Science or related degree. Equal Opportunity Statement Evernorth is an Equal Opportunity Employer actively encouraging and supporting organizationwide involvement of staff in diversity, equity, and inclusion efforts to educate, inform and advance both internal practices and external work with diverse client populations. About Evernorth Health Services Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.

Job Title SM- Workspace Management Job Grade: G9A/G9B Function: Information Technology Sub-function: Service Assurance Manager s Job Title: Deputy General Manager Skip Level Manager s Title: Head - Global Infra & Service Assurance Function Head Title: Head - Global IT Service Assurance Location: Mumbai No. of Direct Reports (if any) 2 Date of Joining: Areas Of Responsibility At Sun Pharma, we commit to helping you Create your own sunshine by fostering an environment where you grow at every step, take charge of your journey and thrive in a supportive community. Are You Ready to Create Your Own Sunshine As you enter the Sun Pharma world, you ll find yourself becoming Better every day through continuous progress. Exhibit self-drive as you Take charge and lead with confidence. Additionally, demonstrate a collaborative spirit, knowing that we Thrive together and support each other s journeys. Job Summary: We are seeking a highly experienced Senior Manager Workspace Management to lead the strategy, implementation, and continuous improvement of digital workplace technologies and services across a global pharmaceutical enterprise. The ideal candidate is a strategic leader who blends deep technical expertise with a strong customer service mindset, ensuring a seamless and secure digital workplace experience across a dynamic, enterprise-level environment. This role is responsible for leading all aspects of end user computing, including desktop and field support, endpoint management, collaboration platforms, and executive support across R&D, manufacturing, quality, commercial, and corporate functions. The candidate will champion modern workplace enablement in a GxP-regulated environment, focusing on productivity, mobility, and collaboration across workforce. Responsibilities: Lead the global end user services strategy, aligning with business goals and IT transformation initiatives to enhance workforce productivity and user satisfaction. Oversee the management and continuous improvement of desktop support, collaboration tools, mobile device services, and VIP/executive support. Develop and execute a long-term roadmap for modern workplace technologies, including endpoint automation, self-service portals, and AI-driven support solutions. Champion a user-first culture by continuously improving IT service delivery through proactive problem management, feedback loops, and digital adoption strategies. Own the ITIL-aligned service lifecycle for end user services, including incident, request, knowledge, and change management. Lead and mentor a global team of IT professionals, fostering a culture of accountability, innovation, and excellence. Collaborate closely with Information Security, Infrastructure, HR, and Facilities to ensure a secure and compliant end user environment. Manage large-scale hardware/software refresh cycles, licensing compliance, procurement, and vendor relationships. Define and track SLAs, KPIs, and user satisfaction metrics; use data insights to improve operational performance and strategic decisions. Provide white-glove support to executive leadership, ensuring exceptional responsiveness and discretion. Travel Estimate Up to 20% Job Scope Internal Interactions (within the organization) Leadership and Business Users External Interactions (outside the organization) IT Partner (MSP) and Vendors Geographical Scope Global Job Requirements Educational Qualification Bachelor s degree in information technology, Computer Science, or related field; Master s degree or MBA is a strong plus. Specific Certification ITIL V4 Intermediate Microsoft 365 Certified: Endpoint Administrator Associate: Microsoft Certified: Azure Fundamentals Skills Strategic thinking with strong execution and delivery focus Exceptional leadership and team development skills Excellent communication, presentation, and executive stakeholder engagement Strong analytical and operational problem-solving abilities Experience 15-20 years of progressive IT experience, with at least 8+ years in a leadership role managing end user services in a large, complex organization In-depth experience with Microsoft 365, Windows, MacOS, Intune, Endpoint management system, endpoint security solutions & experience with End User solutions preferred. Proven experience managing global teams, distributed environments, and hybrid (remote/onsite) user bases. A strong track record in IT operations, digital transformation, vendor management, and employee experience is essential. Demonstrated experience driving enterprise-wide service improvements, technology modernization, and digital workplace strategies