4444 Problem Management Jobs - Page 16

About the Role: OSTTRA India The Role Platform ITSM Officer The TeamThe OSTTRA Technology team is composed of Capital Markets Technology professionals, who build, support and protect the applications that operate our network. The technology landscape includes high-performance, high-volume applications as well as compute intensive applications, leveraging contemporary microservices, cloud-based architectures The ImpactTogether, we build, support, protect and manage high-performance, resilient platforms that process more than 100 million messages a day. Our services are vital to automated trade processing around the globe, managing peak volumes and working with our customers and regulators to ensure the efficient settlement of trades and effective operation of global capital markets Whats in it for youWe are seeking a highly motivated and experienced Incident Manager to join our team. In this critical role, you will be responsible for leading the response to and resolution of major incidents that impact our business operations. You will act as a leader and coordinator, driving technical teams to swiftly diagnose and resolve issues while ensuring effective communication with stakeholders. Responsibilities High Severity Incident ManagementHandling incidents with high business impact, requiring quick resolution and effective communication. ITIL ExpertiseStrong knowledge and experience with ITIL (Information Technology Infrastructure Library) framework, particularly in incident, change, and problem management. CMDB and Asset ManagementFamiliarity with Configuration Management Database (CMDB) and asset management systems to track and manage IT assets. Process ImprovementIdentifying opportunities to improve existing IT processes and prevent future incidents. Incident CoordinationCoordinating recovery efforts across various teams, ensuring effective communication and efficient resolution. Trend AnalysisAnalyzing incident trends to identify recurring issues and work towards reducing them. Post-Incident Review (PIR)Leading PIR calls, creating reports, and implementing preventive measures based on lessons learned. Problem-SolvingApplying problem-solving techniques (Pareto, 5 Whys, Fish-Bone) to identify root causes and implement effective solutions. Service Desk OperationsUnderstanding service desk processes and escalation procedures. Stakeholder ManagementEffectively communicating with stakeholders and managing expectations. Ticketing ToolsExperience with various ticketing tools (ServiceNow, JIRA, Salesforce). Communication Skills: Excellent verbal and written communication skills. Technical UnderstandingGood understanding of application and infrastructure domains. Financial Industry KnowledgeKnowledge of the financial industry, particularly securities processing, is a plus. Core skills and knowledge required ITIL ExpertiseDeep understanding and practical application of ITIL best practices, particularly in incident, problem, and change management. ITIL certifications are highly desirable. Strong incident coordinationLeading recovery efforts across multiple teams. Technical AcumenBroad technical knowledge across various IT domains (applications, infrastructure, networks, databases). Process improvementAnalyzing incident trends and identifying opportunities to enhance processes and prevent future incidents. Excellent communication and stakeholder managementExceptional verbal and written communication skills, with the ability to explain complex technical issues to diverse audiences.Keeping everyone informed and managing expectations effectively. ToolsFamiliarity with incident management and ticketing tools (e.g., ServiceNow, Jira). Bonus Points Experience with cloud technologies (AWS, Azure, GCP). ITIL v4 certification. SIAM (Service Integration and Management) knowledge. Requirements EducationBachelor's degree in computer science or equivalent. Experience6-8 years of experience in Major Incident Management. FlexibilityWillingness to work flexible hours, including weekends and holidays. Work ModelWork from Office/Hybrid model. The LocationGurgaon, India Statement OSTTRA is a market leader in derivatives post-trade processing, bringing innovation, expertise, processes and networks together to solve the post-trade challenges of global financial markets. OSTTRA operates cross-asset post-trade processing networks, providing a proven suite of Credit Risk, Trade Workflow and Optimisation services. Together these solutions streamline post-trade workflows, enabling firms to connect to counterparties and utilities, manage credit risk, reduce operational risk and optimise processing to drive post-trade efficiencies. OSTTRA was formed in 2021 through the combination of four businesses that have been at the heart of post trade evolution and innovation for the last 20+ yearsMarkitServ, Traiana, TriOptima and Reset. These businesses have an exemplary track record of developing and supporting critical market infrastructure and bring together an established community of market participants comprising all trading relationships and paradigms, connected using powerful integration and transformation capabilities. About OSTTRA Candidates should note that OSTTRAis an independentfirm, jointly owned by S&P Global and CME Group. As part of the joint venture, S&P Global providesrecruitmentservices to OSTTRA - however, successful candidates will be interviewed and directly employed by OSTTRA, joiningour global team of more than 1,200 posttrade experts. OSTTRA was formed in 2021 through the combination of four businesses that have been at the heart of post trade evolution and innovation for the last 20+ yearsMarkitServ, Traiana, TriOptima and Reset. OSTTRA is a joint venture, owned 50/50 by S&P Global and CME Group. Joining the OSTTRA team is a unique opportunity to help build a bold new business with an outstanding heritage in financial technology, playing a central role in supporting global financial markets.Learn more atwww.osttra.com. Whats In It For You Benefits: We take care of you, so you cantake care of business. We care about our people. Thats why we provide everything youand your careerneed to thrive at S&P Global. Health & WellnessHealth care coverage designed for the mind and body. Continuous LearningAccess a wealth of resources to grow your career and learn valuable new skills. Invest in Your FutureSecure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs. Family Friendly PerksIts not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families. Beyond the BasicsFrom retail discounts to referral incentive awardssmall perks can make a big difference. For more information on benefits by country visithttps://spgbenefits.com/benefit-summaries Recruitment Fraud Alert If you receive an email from a spglobalind.com domain or any other regionally based domains, it is a scam and should be reported to reportfraud@spglobal.com. S&P Global never requires any candidate to pay money for job applications, interviews, offer letters, pre-employment training or for equipment/delivery of equipment. Stay informed and protect yourself from recruitment fraud by reviewing our guidelines, fraudulent domains, and how to report suspicious activity here. ---- Equal Opportunity Employer S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment. If you need an accommodation during the application process due to a disability, please send an email to EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person. US Candidates Only The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law. Pay Transparency Nondiscrimination Provision - https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf ----

Work with local and remote team members to upgrade and standardize DeltaV systems. Develop strategies to optimize and ensure the quality and stability of process automation systems through future expansion, replacement, or upgrade. Develop standards, processes, templates and tools for DeltaV DCS and other Process Control systems for upgrading and patching the operating system and application software, enterprise monitoring, and identify vulnerabilities and non-standard elements. Monitor DeltaV and other automation systems and respond to alerts. Keep current with global technical standards for DeltaV DCS and other Process Control systems. Work alongside corporate security professionals to understand and assess compliance with security standards. Provide support in the installation and configuration of a diverse range of interfaces to ensure seamless integration and efficient operation within the system. Troubleshoot and provide technical guidance and support in the installation and configuration of DeltaV DCS databases to ensure optimal functionality and performance. Contribute well-structured, tailored and practical technical information to a knowledge management system. Qualifications Required Good understanding of process control systems architecture and control system administration. Skilled with Emerson DeltaV system standards, Knowledge Base Articles, Best Practices, Cybersecurity and Guardian support capabilities. Significant experience with project execution in technical SME role for DeltaV System upgrade. Experience at working with common Automation interface protocols (OPC, MODBUS, PROFIBUS). Familiar with DeltaV Live, DeltaV hardware components including Charms I/O. Effective interpersonal and communication skills, both verbal and written. Excellent organizational skills to work independently on multiple projects. Ability to prepare Technical Implementation Standards, Standard Operating Procedures (SOP) and cGMP documents.

Join our Team About this opportunity: We are now looking for a Service Support executive who will be responsible for the execution and reactive maintenance activities to ensure that services provided to Operators customers are continuously available and performing to Service Level Agreement (SLA) performance levels. What you will do: Receive trouble reports from the Operators Customer Care Center (or directly from Operator customers in limited cases) and log them accurately. Resolve customer issues to the customers satisfaction, including providing meaningful status updates on repair and/or restoration activities. Handle customer-affecting problems detected by other processes or analysis: inform the customer, coordinate resolution, and ensure satisfactory closure. Within the Field Dispatch function, ensure all tickets assigned to Field Services are dispatched to the appropriate Ericsson Field Engineer for a site visit. Identify and escalate any blockers encountered during dispatch to next-level teams for timely resolution. Assess the issue reported on-site using the details in the ticket, review related processes and procedures, and confirm required actions for the visit. Contact the UK point of contact to obtain permission for the Ericsson Field Engineer to visit the site, coordinating date and time per the site access agreement shown in the tools. Identify and assign the most suitable Ericsson Field Engineer for the task, considering skills, availability, and site requirements. Coordinate scheduling, access permissions, and any prerequisites so the engineer can complete the visit efficiently and safely. Keep the Customer Care Center (or Operator customer) updated with progress and closure information, and ensure all activity is recorded in the assigned tools/systems. Ensure compliance with site access agreements, safety procedures, and any Operator-specific processes throughout the dispatch and resolution workflow. The skills you bring: Customer event management Customer incident management Customer problem management Customer order handling Key Qualifications: Education: Academic degree, minimum on bachelor level, in engineering (IT, Telecom) Minimum years of experience: 1-4 years experience of deploy system test and lead testing team. Domain experience: area of expertise (Telecom basics, Incident management, WFM, Remedy) Why join Ericsson What happens once you apply Primary country and city: India (IN) || Bangalore Req ID: 772053

About this opportunity: We are now looking for a Service Support executive who will be responsible for the execution and reactive maintenance activities to ensure that services provided to Operators customers are continuously available and performing to Service Level Agreement (SLA) performance levels. What you will do: Receive trouble reports from the Operators Customer Care Center (or directly from Operator customers in limited cases) and log them accurately. Resolve customer issues to the customers satisfaction, including providing meaningful status updates on repair and/or restoration activities. Handle customer-affecting problems detected by other processes or analysis: inform the customer, coordinate resolution, and ensure satisfactory closure. Within the Field Dispatch function, ensure all tickets assigned to Field Services are dispatched to the appropriate Ericsson Field Engineer for a site visit. Identify and escalate any blockers encountered during dispatch to next-level teams for timely resolution. Assess the issue reported on-site using the details in the ticket, review related processes and procedures, and confirm required actions for the visit. Contact the UK point of contact to obtain permission for the Ericsson Field Engineer to visit the site, coordinating date and time per the site access agreement shown in the tools. Identify and assign the most suitable Ericsson Field Engineer for the task, considering skills, availability, and site requirements. Coordinate scheduling, access permissions, and any prerequisites so the engineer can complete the visit efficiently and safely. Keep the Customer Care Center (or Operator customer) updated with progress and closure information, and ensure all activity is recorded in the assigned tools/systems. Ensure compliance with site access agreements, safety procedures, and any Operator-specific processes throughout the dispatch and resolution workflow. The skills you bring: Customer event management Customer incident management Customer problem management Customer order handling Key Qualifications: Education: Academic degree, minimum on bachelor level, in engineering (IT, Telecom) Minimum years of experience: 1-4 years experience of deploy system test and lead testing team. Domain experience: area of expertise (Telecom basics, Incident management, WFM, Remedy) Primary country and city: India (IN) || Bangalore Req ID: 772053

Steer and support the development, provision, implementation of business solutions in the area of MM & QM of Competence Center Sales, Logistics & Finance Tires Division. Consulting & support the business departments in business process optimization. Lead the design, implementation, and continuous improvement of SAP Materials Management (MM) and SAP Quality management (QM) solutions that align with business goals, ensuring efficient procurement, inventory, and supply chain operations. Systems Implementation Manage and lead MM/QM workstreams in full lifecycle SAP implementations, upgrades, or rollouts. Is responsible and can independently develop SAP complex solutions Execute Project tasks and activities according to Project Implementation life-cycle, initiation to after live support Assist in quality assurance Keep his knowledges up to date and proactively suggest utilization of new technologies Lead business process analysis and provide strategic advice to align SAP MM solutions with overall business goals. Act as the key point of contact for business leaders, IT managers, and external partners. Participate in RFP responses, solution demos, and effort estimations. Lead stakeholder meetings and status updates. Lead business process analysis and provide strategic advice to align SAP MM solutions with overall business goals. Systems Support Services SAP MM/QM Analyze IT systems issues and provide independent solutions. Seek assistance when required. Provide IT systems support to business users, including customizing and minor development tasks Provide software maintenance and support. ABAP developments for project or system small Enhancements Monitor and handle service tickets in ITSM tool. IT & Business Process Knowledge Management Develop and maintain IT training materials and business process documentations Develop and execute training and change management plans to support end-user adoption. Mentor consultants and provide on-the-job training. IT Service Management Collect, provide and update key IT service measurement statistics Provide problem management solutions Handle escalated issues and complex problem resolution. IT Project Management Coordinate with cross-functional teams (SD, FI, PP, WM, EWM, ) to ensure project alignment. Project Management - as Project lead or project member reporting of project status Establish MM standards, templates, and best practices across projects. Review configurations and developments for quality and compliance. Compliance and Auditing Ensure system processes comply with legal and company-specific procurement regulations. Support internal/external audits regarding procurement and inventory processes. Contribute to Company Vision, Mission, and Long-Term Strategy Contribute / Drive ideas and feedback to support the company s strategic direction. Actively engage in initiatives that align with the organizations mission and long-term goals. Support leadership in driving cultural, digital, or operational transformation aligned with vision. Promote collaboration across teams to ensure alignment with Continental Tires India s strategic priorities. Required Knowledge SAP Materials Management, Quality Management - Expert Barcoding, RF Devices, eProcurement - Advanced Mold Procurement Processes, Spare parts NPM, Quality Management in Production - Advanced <

Steer and support the development, provision, implementation of business solutions in the area of MM & QM of Competence Center Sales, Logistics & Finance Tires Division. Consulting & support the business departments in business process optimization. Lead the design, implementation, and continuous improvement of SAP Materials Management (MM) and SAP Quality management (QM) solutions that align with business goals, ensuring efficient procurement, inventory, and supply chain operations. Systems Implementation Manage and lead MM/QM workstreams in full lifecycle SAP implementations, upgrades, or rollouts. Is responsible and can independently develop SAP complex solutions Execute Project tasks and activities according to Project Implementation life-cycle, initiation to after live support Assist in quality assurance Keep his knowledges up to date and proactively suggest utilization of new technologies Lead business process analysis and provide strategic advice to align SAP MM solutions with overall business goals. Act as the key point of contact for business leaders, IT managers, and external partners. Participate in RFP responses, solution demos, and effort estimations. Lead stakeholder meetings and status updates. Lead business process analysis and provide strategic advice to align SAP MM solutions with overall business goals. Systems Support Services SAP MM/QM Analyze IT systems issues and provide independent solutions. Seek assistance when required. Provide IT systems support to business users, including customizing and minor development tasks Provide software maintenance and support. ABAP developments for project or system small Enhancements Monitor and handle service tickets in ITSM tool. IT & Business Process Knowledge Management Develop and maintain IT training materials and business process documentations Develop and execute training and change management plans to support end-user adoption. Mentor consultants and provide on-the-job training. IT Service Management Collect, provide and update key IT service measurement statistics Provide problem management solutions Handle escalated issues and complex problem resolution. IT Project Management Coordinate with cross-functional teams (SD, FI, PP, WM, EWM, ) to ensure project alignment. Project Management - as Project lead or project member reporting of project status Establish MM standards, templates, and best practices across projects. Review configurations and developments for quality and compliance. Compliance and Auditing Ensure system processes comply with legal and company-specific procurement regulations. Support internal/external audits regarding procurement and inventory processes. Contribute to Company Vision, Mission, and Long-Term Strategy Contribute / Drive ideas and feedback to support the company s strategic direction. Actively engage in initiatives that align with the organizations mission and long-term goals. Support leadership in driving cultural, digital, or operational transformation aligned with vision. Promote collaboration across teams to ensure alignment with Continental Tires India s strategic priorities. Required Knowledge SAP Materials Management, Quality Management - Expert Barcoding, RF Devices, eProcurement - Advanced Mold Procurement Processes, Spare parts NPM, Quality Management in Production - Advanced <

About this opportunity: We at Ericsson are excited to present this opportunity for an Automated Operations Engineer. This role is critical to our operations, filled with responsibilities that aim to ensure our customers continuously enjoy services performing at utmost efficiency. What you will do: Monitor 1st Level Services closely and manage any emerging events. Monitor Resource and Service Performance actively. Assess Customer Complaint Trends and manage 1st Level Incidents. Efficiently escalate and manage security incidents. Track the progress of incident resolution and employ functional escalation methods where necessary. Initiate proactive Problem Management. Provide corrective maintenance and execute support for Field Maintenance. Ensure Remote Site Access Control and manage a one-off Logical Access Control. Execute legal requests at the 1st Level. Trace Emergency Calls and manage Right of Way Handling. Conduct proactive 1st Level Assurance Support activities. Monitor customer experiences and performance assessments based on specific use cases. The skills you bring: 3-4 years exp in Telecom operations Good knowledge of SQL and UNIX Good knowledge in BSCS Billing Knowledge of Web Application is preferred Mandatory to have good understanding of Telecom domain. Good troubleshooting skills at all levels from application to network to host. Experience/working knowledge in scripting (Perl, Shell, Python, etc.) is preferred. Willing to working in the shifts in 24*7 Operational support background in telecom

Join our Team About this opportunity: We are now looking for a Service Support executive who will be responsible for the execution and reactive maintenance activities to ensure that services provided to Operators customers are continuously available and performing to Service Level Agreement (SLA) performance levels. What you will do: Receive trouble reports from the Operators Customer Care Center (or directly from Operator customers in limited cases) and log them accurately. Resolve customer issues to the customers satisfaction, including providing meaningful status updates on repair and/or restoration activities. Handle customer-affecting problems detected by other processes or analysis: inform the customer, coordinate resolution, and ensure satisfactory closure. Within the Field Dispatch function, ensure all tickets assigned to Field Services are dispatched to the appropriate Ericsson Field Engineer for a site visit. Identify and escalate any blockers encountered during dispatch to next-level teams for timely resolution. Assess the issue reported on-site using the details in the ticket, review related processes and procedures, and confirm required actions for the visit. Contact the UK point of contact to obtain permission for the Ericsson Field Engineer to visit the site, coordinating date and time per the site access agreement shown in the tools. Identify and assign the most suitable Ericsson Field Engineer for the task, considering skills, availability, and site requirements. Coordinate scheduling, access permissions, and any prerequisites so the engineer can complete the visit efficiently and safely. Keep the Customer Care Center (or Operator customer) updated with progress and closure information, and ensure all activity is recorded in the assigned tools/systems. Ensure compliance with site access agreements, safety procedures, and any Operator-specific processes throughout the dispatch and resolution workflow. The skills you bring: Customer event management Customer incident management Customer problem management Customer order handling Key Qualifications: Education: Academic degree, minimum on bachelor level, in engineering (IT, Telecom) Minimum years of experience: 4+ years experience of deploy system test and lead testing team. Domain experience: area of expertise (Telecom basics, Incident management, WFM, Remedy) Why join Ericsson What happens once you apply Primary country and city: India (IN) || Bangalore Req ID: 772054

About this opportunity: We are now looking for a Service Support executive who will be responsible for the execution and reactive maintenance activities to ensure that services provided to Operators customers are continuously available and performing to Service Level Agreement (SLA) performance levels. What you will do: Receive trouble reports from the Operators Customer Care Center (or directly from Operator customers in limited cases) and log them accurately. Resolve customer issues to the customers satisfaction, including providing meaningful status updates on repair and/or restoration activities. Handle customer-affecting problems detected by other processes or analysis: inform the customer, coordinate resolution, and ensure satisfactory closure. Within the Field Dispatch function, ensure all tickets assigned to Field Services are dispatched to the appropriate Ericsson Field Engineer for a site visit. Identify and escalate any blockers encountered during dispatch to next-level teams for timely resolution. Assess the issue reported on-site using the details in the ticket, review related processes and procedures, and confirm required actions for the visit. Contact the UK point of contact to obtain permission for the Ericsson Field Engineer to visit the site, coordinating date and time per the site access agreement shown in the tools. Identify and assign the most suitable Ericsson Field Engineer for the task, considering skills, availability, and site requirements. Coordinate scheduling, access permissions, and any prerequisites so the engineer can complete the visit efficiently and safely. Keep the Customer Care Center (or Operator customer) updated with progress and closure information, and ensure all activity is recorded in the assigned tools/systems. Ensure compliance with site access agreements, safety procedures, and any Operator-specific processes throughout the dispatch and resolution workflow. The skills you bring: Customer event management Customer incident management Customer problem management Customer order handling Key Qualifications: Education: Academic degree, minimum on bachelor level, in engineering (IT, Telecom) Minimum years of experience: 4+ years experience of deploy system test and lead testing team. Domain experience: area of expertise (Telecom basics, Incident management, WFM, Remedy) Primary country and city: India (IN) || Bangalore Req ID: 772054

N-iX is looking for AI/ML Platform Engineer who is passionate about driving major transformation within the AI organization to join the AI Platform Team. This role will support the AI Platform and services that provide machine learning infrastructure to researchers and data scientists across the company. Youll be expected to stay in touch with the latest technology development and drive implementation of DevOps practices across the organization and provide customer support. Responsibilities: Be a member of our AI Platform Team, supporting the next generation AI architecture for various research and engineering teams within the organization. Partner with vendors and the infrastructure engineering team for security and service availability. Youll fix production issues with engineering teams, researchers, data scientists, including performance and functional issues. Diagnose and solve customer technical problems. Participate in training customers and prepare reports on customer issues. Be responsible for customer service improvements and recommend product improvements. Write support documentation. Design and implement zero-downtime to monitor and accomplish a highly available service (99.999%). As a support engineer, find opportunities to automate as part of the problem management process, creating automation to avoid issues. Define engineering excellence for operational maturity. Work together with AI platform developers to provide the CI/CD model to deploy and configure the production system automatically. Develop and follow operational standard processes for tools and automation development, including style guides, versioning practices, source control, branching and merging patterns and advising other engineers on development standards. Deliver solutions that accelerate the activities phenomenal engineers would perform through automation, deep domain expertise, and knowledge sharing. Requirements: At least 5 years of experience in designing, building, refactoring and releasing software written in Python, C++. Hands-on experience with Ray.io , including workload management, cluster deployment, distributed task scheduling, and troubleshooting. Ability to use Ray Dashboard and CLI tools for monitoring, resource tracking, debugging distributed jobs, and resolving production issues. Debugging and triaging skills. Cloud technologies like Kubernetes, Docker and Linux fundamentals. Familiar with DevOps practices and continuous testing. DevOps pipeline and automations: app deployment/configuration and performance monitoring. Test automations, Jenkins CI/CD. Excellent communication, presentation, and leadership skills to be able to work and collaborate with partners, customers and engineering teams. Well organized and able to manage multiple projects in a fast paced and demanding environment. Good oral/reading/writing English ability. Would be a plus: Knowledge of Ray ecosystem libraries such as Ray Train, Ray Tune, Ray Serve, and Ray Data. Experience integrating Ray with tools such as Airflow, MLflow, Dask, DeepSpeed.

Education Qualification : Engineer - B.E / B.Tech / MCA Skills : Primary -> Technology | Automated Unit Testing | Any Tool | 4 - Advanced Primary -> Technology | Programming Concepts | Object Oriented Programming (OOPS) | 4 - Advanced Secondary -> Technology | Database Query Tools / Languages | PL/SQL | 4 - Advanced Secondary -> Technology | DevOps Activities | Continuous Integration | 4 - Advanced Tertiary -> Technology | Code Analysis Tools / Software | SonarQube | 3 - Experienced Tertiary -> Behavioral | Aptitude | Thinking / Cognitive Skills | 3 - Experienced Tertiary -> Technology | DevOps Activities | Continuous Deployment | 4 - Advanced Details: 1. Ensure Availability of all Systems @ 99.9% (HRIS, HireCraft, MDJ, MicroShare). 2. Ensure SLA Compliance @ 95% Carry out RCA For P1 Incidents are recorded and documented. 3. Ensure 100% compliance to Change Management Process. 4. Ensure vendors deliver work contracted with zero variance of cost and andlt; 2% schedule variance. 5. Ensure OLAs are in place with internal stakeholders/support SMEs and SLAs are in place with service partners to deliver agreed SLAs. 6. Identify to Business Improvement initiatives through problem Management to prevent common SRs/Incidents . 7. Identify to Business Improvement initiatives in line with business needs and develop plan to deliver.

Education Qualification : Any Graduate (Engineering / Science) Skills : Primary -> Technology | Operating System | Working knowledge on Clusters, NLBs, installation and advance troubleshooting | 4 - Advanced Primary -> Technology | Operating System|Handle all security vulnerabilities | 4 - Advanced Secondary -> Technology | Operating System|Knowledge of RAIDS, Knowledge of Reboot process of Storage Arrays | 4 - Advanced Certification : Technology | MCSE / VCP / Using HPE SimpliVity Solutions / SOA-C02 Delivery Skills: 1.Technology Management: Responsible for overall Windows and VMWare technology management for the business. Responsible for planning and execution of new technology roll outs, scope expansion and readiness of team from technology standpoint. Manage SOPs, Knowledge documents, KB articles. Implement technical methodology improvement from past failures and learnings 2.Skill and Competency Management:Define the job roles across team and the skills that employees need to do these jobs. Assess recruits and employees competencies to determine how well their skills and knowledge match their job requirements. Create development plans to close the skill gaps. Monitor, measure, and repeat to achieve your individual, team goals.Succession Planning: Plan for succession and groom the next generation of technical resources for all critical roles Other activities:- a. Technical Assessments b. Training need identification, Impart training and monitor c. Cross skilling of resources d. Manage technical audit of tickets 3. Problem and Change Management: Repeat Incident Analysis, Proactive Problem Identification. Problem Management lifecycle including validation, root cause management, reporting and trending of data. Own and Manage Change management process lifecycle. Responsible for Change KPIs like FTR, Timeliness. Manage change team operation, reporting and process improvements. Asset Management and end to end upgrade life cycle management 4.Automation Initiatives: Identify Automation opportunities by critically looking at data points, technology landscape. Propose, Manage and Drive implementation of automation initiatives

Job Description The ideal candidate will be responsible for the analysis, designing & development of various Integrations, applications, Forms, Service Portal pages, New modules Security Operations, GRC, BCM in ServiceNow. ServiceNow Lead Architect will be responsible for leveraging the various ServiceNow functionalities in ITSM, ITOM, ITAM, ITBM modules, GRC and Scoped applications to convert technical specification into a better design & working solution. Leverage Service Portal framework to improve the user experiences on the IT Portal interface. Employee Service Center experience is a good to have Designing/ Build integration with other third-party and in-house system using ServiceNow standard connectors/custom solutions as required. Work with the business partner / Solution Architects to validate the proposed design / solution and assist in the successful migration of products to Production environment. Take part in Monitoring/ process improvement initiative to standardize the solution on the ServiceNow platform to have stable production instance. Involve in platform maintenance activities including cloning and ServiceNow version upgrade activities to stay current with the ServiceNow releases. Prepare process flow and user guide, KB documents based on the needs of the projects. Helping to Build / Building Test cases using ATF or create testing documents and convert to ATF as required. Troubleshoot open incidents and perform RCA (root cause analysis) of the same when it is required from Junior members Support business users with any functional related queries, post-delivery of the business requirements as and when needed Should understand basics of Agile Scrum methodologies Support in addressing urgent / priority incidents as part of On-call. Identify opportunities for bring in necessary new features / modules for benefit of the business Would be good, if capable of Running Agile Srum meetings in absence of scrum master Qualifications 10 to 12 years of expereince in ServiceNow Developement Well-versed with Server-side and Client-side scripting on the ServiceNow platforms. Experience in developing and configuration of Incident Management, Change Management, Problem Management, Knowledge Management and other ITSM modules. Worked on All type of integrations REST, SOAP that Service Now supports Good Knowledge in advanced topics like IRM, BCM, HAM, SAM Good experience in requirement gathering, Business document creation, understanding business needs and developing solutions Service Portal Implementation experience. Experience in Install, Upgrade and maintenance of ITOM components including Mid Servers, Discovery schedules and troubleshoot discovery status for any issues. Good Domain knowledge in whatever been worked. Know Discovery and CMDB with CSDM Excellence in Workflow Management Performance Analytics implementation experience Good communication and analytical skills. Ability to work independently with limited supervision. Knowledge of the ITIL process is a plus.

Location : Noida, Pune, Bangalore, Chennai, Hyderabad, Thiruvananthapuram, Coimbatore, Mysore, Bhubaneshwar, Chandigarh, Gurugram, Jaipur, Mangalore, Nagpur, Indore. Duration : 12 Months. Timings : Full Time (As per company timings). Notice Period : Immediate Joiners Only. Experience Required : 6-9 Years (Minimum 5+ Years Relevant in ServiceNow SecOps). Job Role : ServiceNow SecOps Vulnerability Response SME. We are looking for an experienced ServiceNow SecOps professional with deep expertise in Vulnerability Response modules to join our dynamic team. The ideal candidate must have hands-on experience with ServiceNow implementations and integrations in a SecOps environment. Key Responsibilities : - Implement and customize ServiceNow Security Operations modules, especially Vulnerability Response and Configuration Compliance. - Develop catalog items, record producers, workflows, and service requests. - Configure integrations with vulnerability scanning tools and external systems. - Automate processes using scripting and ServiceNow Orchestration. - Maintain and manipulate data between ServiceNow and other systems. - Monitor application health, compliance, and usage. - Perform system/integration testing and lead troubleshooting efforts. - Collaborate with clients to analyze their environment and propose optimal solutions. Required Skills & Experience : - 5+ years relevant experience in ServiceNow SecOps (Vulnerability Response). - Expertise in ServiceNow ITSM modules (Incident, Problem, Change, CMDB, Asset). - Strong knowledge in CMDB, Discovery, and external integrations. - Proficient in Glide, Jelly Scripting, JavaScript, HTML, XML, AJAX. - Experience with REST/SOAP integrations, web UI development, and relational databases. - Agile methodology experience is a must. - Ability to handle client discussions and provide recommendations. - ServiceNow Certified Application Developer (preferred). Important Notes : - BGV is Mandatory. - No JNTU Candidates.

Location : Noida, Pune, Bangalore, Chennai, Hyderabad, Thiruvananthapuram, Coimbatore, Mysore, Bhubaneshwar, Chandigarh, Gurugram, Jaipur, Mangalore, Nagpur, Indore. Duration : 12 Months. Timings : Full Time (As per company timings). Notice Period : Immediate Joiners Only. Experience Required : 6-9 Years (Minimum 5+ Years Relevant in ServiceNow SecOps). Job Role : ServiceNow SecOps Vulnerability Response SME. We are looking for an experienced ServiceNow SecOps professional with deep expertise in Vulnerability Response modules to join our dynamic team. The ideal candidate must have hands-on experience with ServiceNow implementations and integrations in a SecOps environment. Key Responsibilities : - Implement and customize ServiceNow Security Operations modules, especially Vulnerability Response and Configuration Compliance. - Develop catalog items, record producers, workflows, and service requests. - Configure integrations with vulnerability scanning tools and external systems. - Automate processes using scripting and ServiceNow Orchestration. - Maintain and manipulate data between ServiceNow and other systems. - Monitor application health, compliance, and usage. - Perform system/integration testing and lead troubleshooting efforts. - Collaborate with clients to analyze their environment and propose optimal solutions. Required Skills & Experience : - 5+ years relevant experience in ServiceNow SecOps (Vulnerability Response). - Expertise in ServiceNow ITSM modules (Incident, Problem, Change, CMDB, Asset). - Strong knowledge in CMDB, Discovery, and external integrations. - Proficient in Glide, Jelly Scripting, JavaScript, HTML, XML, AJAX. - Experience with REST/SOAP integrations, web UI development, and relational databases. - Agile methodology experience is a must. - Ability to handle client discussions and provide recommendations. - ServiceNow Certified Application Developer (preferred). Important Notes : - BGV is Mandatory. - No JNTU Candidates.

Duration : 12 Months. Timings : Full Time (As per company timings). Notice Period : Immediate Joiners Only. Experience Required : 6-9 Years (Minimum 5+ Years Relevant in ServiceNow SecOps). Job Role : ServiceNow SecOps Vulnerability Response SME. We are looking for an experienced ServiceNow SecOps professional with deep expertise in Vulnerability Response modules to join our dynamic team. The ideal candidate must have hands-on experience with ServiceNow implementations and integrations in a SecOps environment. Key Responsibilities : - Implement and customize ServiceNow Security Operations modules, especially Vulnerability Response and Configuration Compliance. - Develop catalog items, record producers, workflows, and service requests. - Configure integrations with vulnerability scanning tools and external systems. - Automate processes using scripting and ServiceNow Orchestration. - Maintain and manipulate data between ServiceNow and other systems. - Monitor application health, compliance, and usage. - Perform system/integration testing and lead troubleshooting efforts. - Collaborate with clients to analyze their environment and propose optimal solutions. Required Skills & Experience : - 5+ years relevant experience in ServiceNow SecOps (Vulnerability Response). - Expertise in ServiceNow ITSM modules (Incident, Problem, Change, CMDB, Asset). - Strong knowledge in CMDB, Discovery, and external integrations. - Proficient in Glide, Jelly Scripting, JavaScript, HTML, XML, AJAX. - Experience with REST/SOAP integrations, web UI development, and relational databases. - Agile methodology experience is a must. - Ability to handle client discussions and provide recommendations. - ServiceNow Certified Application Developer (preferred). Important Notes : - BGV is Mandatory. - No JNTU Candidates.

About The Role Job Role : Liasioning with business Teams, IT as well as external vendors on an on-going basis for extending support to existing & future projects and seek timely solutions. Being a part of testing & maintenance team of BSG function, understanding application functionality during development stage, building test cases & executing them thoroughly. Coordinate for all stages of project development including system design, development, testing, training, roll out and post-implementation support. Monitor timely execution of assigned projects post development to ensure quality deliverables & helping in user/system maintenance post LIVE stage. Monitor system/business application performance as per agreed deliverables, service & SLAs, TAT (as agreed with Vendor) and escalate issues to IT/Business and seek timely resolution. Stakeholder communication & alignment of project status/issues via review meetings and update tracker sheets. Identify changes / enhancements required to existing systems as per user requirements, evaluate impact, prepare change specifications, obtain business user sign-offs, conduct UAT, obtain user sign-offs and implement changes in the live system. Identify the Gaps in project post GO LIVE & gather feedback from user groups for suggesting improvements as needed & conduct appropriate user training/contact programs with the help of senior team member to ensure that all users are trained to achieve high level of system usage. Risk Identification & mitigation.

About The Role Job Role Analysis of new requirement and translation of the same to RSD. Preparation of Requirement documents, test plans, incident reporting. Carrying out the testing for the projects and resolution of the issues. Co-ordination with various departments, users, product team, support teams like OPS, IT, Vendors for requirement gatherings, enhancements. Thorough analysis for system issues faced and provide effective solutions Working with internal customers to resolve the issues, enhance the current system to reduce the manual intervention. User training on system enhancements. Prepare User Guides and train users on newly developed Systems Proper project management and follow up Liasoning with the partners Job requirement Good working knowledge in Wealth Management Domain/Financial Product. Strong business understanding for financial products. Well versed with Office Automation tools like MS Excel, MS Access etc. Strong ability to work with multiple teams needed. Should have good analytical skills and an eye for detail. Should be a Graduate or a Post Graduate. Should be an effective Team Player Experience in digital and technological project implementation Post graduate (MBA/CA) would be preferred. At-least 3-4 years of relevant Wealth or financial industry experience in the project implementation. Prior experience in project Management role. Proven business analysis skill with detailed knowledge across a financial environment. Ability to handle multiple in-flight projects and deliver within given timeframes. Graduate with relevant wealth industry experience of 8 yrs or more can be considered.

About The Role Grade- M4 Role- Location Credit Manager About The Role : Credit appraisal including financial analysis to understand the solvency, liquidity position and repayment capacity of the entity, preparation of appraisal notes, credit checks etc. Meeting Customer and making Site visits at factory/office/residence of the client, viewing the working capacities of the business, inventory and working environment of the business. To interact with approving authority and provide them with required information for better decision making and engaging in regular discussions to give them an independent view of the credit / economic developments. Manage and ensure timely renewal of accounts and enhancement of portfolio. To align decision making with business requirements without compromising on quality of decision making or compromising on laid down policies by engaging in regular discussions with the business teams. Job Requirements Chartered Accountant with experience of more than 1 years Good analytical skills Non Chartered Accountant with relevant experience of Credit function of at least 2-3 years Personality Traits: Strong financial Analysis Skills Analytical skills Strong communication (Written and Oral)

About The Role Evaluate and approve credit applications, ensuring compliance with bank policies and regulations . Assess the creditworthiness of individuals and businesses, considering factors like financial statements, credit history, and repayment capacity. Minimum of 2 or 3 years experience in Underwriting of Personal loans, Auto loans in Retail Loan Products . He should be M.B.A or equivalent Degree for profile with experience He should have Good analytical and interpersonal skills to Interact with customer, Colleagues to ensure achieve goals.

About The Role The Company World of Kotak product suite encompasses a powerful suite of cross banking assets, all-in-one stop banking services, securities, and investment banking; insights across a wide spectrum of the major financial and banking markets. The Team: The ITSM team is a group of experts managing ITIL practices. We are looking for a highly motivated and hands on individuals to take on a role of Major Incident Manager leading / managing a team of professionals to ensure the smooth functioning of the bank's application and processes. The incumbent will be responsible for MIM operations and ensuring that standard processes are followed in regards to incident, service request, and change and problem management and agreed SLA"™s for the service. The Impact: The Major Incident Manager is responsible for the end-to-end management of all IT major incidents. Basic Qualifications: Individual should have Bachelor of Engineering/Technology OR Masters in Computers OR Bachelor of Computer Science having 4 to7 years of experience in Major Incident Manager or a similar role within a banking or financial services institution Major incident management experience (Crisis and P1 management) Previous experience in liaising with vendor teams, infra teams, app teams etc for the root cause analysis and Post incident reviews. Strong knowledge of ITIL processes. Candidate must be self-sufficient, driven, energetic with passion for technology and have patience to work with users with different levels of technical knowledge Able to operate under pressure and in time sensitive support environments. Preferred Qualifications: Great attitude to learn, respect for fellow employees, think out of the box, and respectfully challenge ideas & hungry for innovation. Good Leadership skills capable of leading a team. Good communication skills and a sense of ownership and drive. Have a process oriented mind-set and capable of understanding the various technologies Embrace automation over manual effort Be able to gel in with companies' culture and effectively collaborate with other technology & business stake holders. Responsibilities: Evaluate whether the incident reported is a Major Incident and run it through MIM cycle Prioritizing incident according to their urgency and influence on the business Logging incident ticket in ticketing tool and manage lifecycle, document chronology, actionable and resolution details. Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls till the Major Incident is resolved. Overseeing the incident management process and team members involved in resolving the incident. Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed Matrix management of people, processes and resources including third parties including resolving conflict to move forward to resolution Conducting a thorough analysis and preparing Major Incident Report for every MI after it is closed. Ensuring that all the resolution procedures are updated in the knowledge base. Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews Ensuring that the causes for all Major Incidents are analysed and root cause is identified. Maintain Corrective Action and Preventative Action tracker and coordination till closure Supporting and nurturing process improvements and knowledge base improvements Continually maintaining and developing tools and resources to manage major incidents effectively Providing periodic major incident metrics reports Ensuring that SLA"™s are met or exceed agreed targets. Problem management Identify incident trends creating problem tickets to ensure root cause is identified. Approving, Reviewing technical knowledge base documents to be used within the team Work with internal stakeholders to identify and implement process improvements. Working with external vendors to resolve service related incidents and reviewing published root cause analysis reports. Work closely with other IT teams, CTB teams, BSG Teams to implement system Maintain accurate and up-to-date documentation of system processes and procedures Change and release management co-ordination Ensure compliance with regulatory requirements and internal policies and procedures Experience and proficiency with a variety of System tools including: Core Expertise: Strong knowledge of ITIL methodology (ITIL certifications must) with proven operational experience in previous roles. Exposure to industry standard ITSM tools (ServiceNow and Remedy strongly preferred) Experience with monitoring and observability such as with Appdynamics, Dynatrace, Splunk, Graphana or similar Understanding various domains and their functioning i.e. Linux Windows server OS, Middleware, Database, Network, Security Microsoft Office / Office 365 especially Excel (Macros, Worksheets and add-ins) Soft Skills: Communication is core to the success of this role Evangelize adoption and use of tools, processes and technologies Lead engagements to encourage collaboration within and across teams Showcase roadmap and engagement model to relevant stakeholders; through write up, teams groups and webinars Documentation is core to maintain up to date information on use of tools, process and methodologies. [egwiki posts, white papers] Create internal training programs for new staff and upskilling of existing team Demonstrate humility, trust and transparency in the way we interact with individuals

Expertise in understanding the customer business need and decipher it for technical development in ServiceNow Specialization in designing solutions on ServiceNow platform basis the customer need Specialization in providing scope, effort estimates and suggesting development methodology for the required ServiceNow solutions Experience in creating user stories or work break down structures to enable the technical team to work upon deliverables Experience in tracking work items and reporting the progress to different stakeholders Experience in handling escalations from within the team as well as project stakeholders Know how to conduct requirement gathering for ServiceNow implementation Experience in designing Technical (LLD) Design Documents, Training Documents etc. Experience in conducting Technical Reviews, End User Trainings Strong Experience in configuration of IT Service Mgmt. Incident Mgmt., Problem Mgmt., Change Mgmt., Release Mgmt., Service Request, Service Portal, Service Catalog, Asset and User Set up Strong development experience in ServiceNow (REST/SOAP Webservices, java scripting etc.) Experience in configuration of CMDB, Asset Mgmt. and Orchestrations for SW Dist. Expertise in setting up ServiceNow ITBM – Project, Portfolio, Demand, Resource and Finance Expertise in designing ServiceNow Reports and setting up Performance Analytics Experience in creating custom processes, custom 3rd party integrations and custom applications Demonstrate an awareness of Best Practices of ServiceNow implementation Ability to work, lead and manage a global team Experience in project management and understanding of the contracts, etc. to lead the project delivery Experience in coordination with different stakeholders both customer and internal to effectively deliver the project on time, within scope and within budget Strong problem solving and troubleshooting skills with the ability to exercise mature judgment Good English communications skill to communicate effectively with team members and customers Knowledge of ServiceNow upgrade, cloning and working with ServiceNow HI support team Experience in set up of ServiceNow integration (LDAP/SSO, Email, Chat, etc.) Experience & Knowledge of Domain separation implementation Experience in Data segregation. Preferred Certifications: ServiceNow Implementation Certified ServiceNow CAD Certified CIS - HRSD ITIL V3 Foundation certified Good to have but not necessary Certifications: Certified Scrum Master

Principal Engineer combine a high level of technical expertise with sound business acumen and a good understanding of engineering processes. As an AI/ML Principal Engineers, you are part of a formal career path for technical personnel wanting to continue to develop and grow your technical competencies while having increasingly more impact on the business. As recognized experts in specialized fields, you will lead/support projects and initiatives with broad scope and high impact to the business. You will be responsible for major and complex assignments with long-term business implications. This role contributes to the overall strategy and manages complex issues within functional area of expertise. Roles & Responsibilities : Technical Leadership Support Consulting Engineers in business line technology strategy definition and Multi-Generational Product Plan (MGPP). Chair Design reviews for individual components, sub-assemblies and key engineering deliverables at tendering and contract execution stages. Support Consulting Engineers in governance and trainings to reinforce proper execution of design review guidelines. Identify, develop, evaluate, and introduce engineering solutions to create market winning proposals in anticipation of business product needs. Provide key technical direction to large projects during contract execution phase. Provide technical consultation on product problems throughout the business including supplier and field support and perform technical rescues when needed. Participate Patent Evaluation Board (PEB) to protect technology that gives the business a competitive advantage, as well as protecting the intellectual property rights of the company. Represent the business externally at conferences or in professional working bodies (IEC, CIGRE etc) and maintain active relationship with relevant academic institutions to promote research projects and other academic cooperations . Provide ad-hoc technical guidance to the Engineering/Technology management team as required, e.g., joining customer negotiations or supplier audits. Engineering/Technology Practices Support Consulting Engineers to safeguard design qualities. Organize lessons-learnt in ones own domain and make sure they are well documented and communicated throughout the organization to prevent repeated mistakes. Maintain an active role in product introduction, cost improvements, schedule adherence and problem resolution to meet business needs. Provide technical consultation to cross-functional teams within the business to improve or resolve manufacturing, supply, or field issues. Competency Governance Develop technical competencies by establishing and delivering structured technical training schemes within ones own business lines. Support Consulting Engineers in reviewing Engineering competency frameworks specific to ones own business line. People Development Actively support Consulting Engineers with staff development & succession planning. Participate interviews for promotions or hiring within Engineering/Technology up to the level of Senior Engineer. Actively mentor and coach identified high potential Engineering talents within ones business lines. Required Qualifications/Experience: Bachelor of Science in Computer Science, Machine Learning, Engineering, or Mathematics. At least 10 years of experience in an engineering capacity Desired Characteristics Experience with Machine Learning technologies, and software systems architecture Ability to work across organizations in a matrix environment Preferably having taken a Senior Engineer role Strong oral and written communication skills Strong interpersonal, responsive and leadership skills Problem analysis and resolution skills Able to pursue Engineering integrity in adverse conditions Able to interface effectively with most levels of the organization Lean experience preferred Additional Information Relocation Assistance Provided: No #LI-Remote - This is a remote position Location - Noida,Pallavaram,Hyderabad,Bengaluru

As a Lead Consultant in Network Operations & Engineering at Genpact, you will play a crucial role in ensuring the smooth functioning of network operations 24X7 for internal IT systems. Your responsibilities will involve actively addressing operational issues, collaborating with internal and external stakeholders to resolve system failures, and maintaining high uptime for the business. In this role, you will be the front-end face for the Genpact Network Team during internal P1/P2 Incident resolution bridge calls, participate in bridge calls with clients for joint troubleshooting of network issues, and work closely with different vendors and service providers to ensure timely and accurate issue resolution. Your expertise in Incident Management, Problem Management, and network-related incidents will be essential in identifying risks in the production network and providing mitigation strategies. It is expected that you have a minimum of 4 years of experience in 24X7 network operations, with a strong background in corporate LAN & WAN infrastructure and hands-on experience with Cisco Routers and Switches. You will be required to lead functions, drive projects and operations end-to-end, work on the latest technologies such as Cloud, ACI, SDN, and SDWAN, and interact globally with customers. Strong written and oral communication skills are essential, along with the ability to document all changes in the production environment through the Change Management process. Your skillset should include fluency in English, positive attitude, willingness to work in a 24*7 environment, self-motivation, excellent time management, and the ability to handle multiple tasks concurrently with minimal supervision. A basic understanding of Network protocols and devices, Cloud computing, Windows/Linux Server Technology, Storage, Virtualization, and Hardware is also required. Qualifications we seek in you include a Graduate degree in engineering/IT, along with certifications such as CCNA (Must) and CCNP Routing and Switching (Good to have). If you are ready to take on new challenges, demonstrate customer-centric problem-solving skills, and work effectively in a team-oriented environment, we invite you to apply for the Lead Consultant position at Genpact in Kolkata, India.,

Propel operational success with your expertise in technology support and a commitment to continuous improvement. As a Technology Support III Problem Manager in our Infrastructure Platforms team, your dedication to innovation will not only have a positive impact on our services but also on our team. You will be a part of a team responsible for service support and delivery for JPMorgan Chase's Global Technology Infrastructure. Your role entails providing end-to-end application or infrastructure service delivery, supporting system maintenance, and monitoring production environments. You will have the opportunity to lead major stability programs, manage and develop a team, and collaborate with multiple teams across regional boundaries. Your ability to analyze complex situations and trends will be crucial in anticipating and resolving incidents, problems, and change management to support technology systems, applications, or infrastructure. Job responsibilities include providing end-to-end application or infrastructure service delivery to enable successful business operations, supporting day-to-day maintenance of systems for operational stability, assisting in monitoring production environments for anomalies, identifying issues for escalation and communication, analyzing complex situations and trends, setting goals and roadmaps, leading major stability programs, managing and developing a team, influencing technical conversations in RCA meetings, handling high-impact outages with urgency, and collaborating with multiple teams across regions. Required qualifications, capabilities, and skills: - 3+ years of experience troubleshooting, resolving, and maintaining information technology services - Knowledge of applications or infrastructure in large-scale technology environments - Exposure to ITIL framework processes - Excellent writing and analytical skills, detail-oriented, and process-focused - Strong overall knowledge of technology business and best practices - Advanced understanding of ITIL processes, particularly Problem Management - IT Service Management experience across Incident, Problem, and Change Management - Proficiency in pattern recognition and Proactive Thematic Problem investigation analysis - Data analysis, visualization, interpretation skills for presenting complex data insights clearly - Strong background in Data Centre, Network, Platform, Distributed, End User, and Cloud technologies - Familiarity with service management toolsets like ServiceNow and Service Manager Preferred qualifications, capabilities, and skills: - Experience with general-purpose programming languages and/or automation scripting - Working understanding of public cloud - Passion for identifying problems that cause incidents,