1227 Problem Management Jobs - Page 19

We are currently seeking a Operations Expert to join our team in Chennai, Tamil Ndu (IN-TN), India (IN). Location Bangalore/ Chennai Experience: 4 "“ 6 Years Number of openings 1 What awaits you/ Job Profile Implement operational strategies, policies, and procedures. Manage day-to-day operations to meet production targets. Enhance productivity, particularly in onPrem operations. Support backend development for client applications. Set up infrastructure monitoring and alerting systems and develop dashboards. Manage Microsoft IIS and batch jobs operations. Utilize initial Python experience for scripting and automation. Coach and support team professional growth. Support script troubleshooting and optimization. Manage updates from old to new infrastructure. Propose efficiency improvements. Participate in application cloud migration. What should you bring along 8-12 years experience in Operations Management, with strong leadership and organizational skills. Have managed day-to-day operations of IT service delivery, including incident management, problem resolution, change management, and service request fulfillment. Knowledge of ITIL best practices and frameworks to standardize operational processes and improve service efficiency and effectiveness. Lead regular performance reviews and assessments to identify operational bottlenecks, inefficiencies, and areas for improvement. Experience optimizing through automation of manual processes, streamlining workflows, and enhancing operational agility and scalability. Develop and maintain operational documentation, including procedures, policies, and knowledge articles, to ensure consistency and compliance with industry standards. Must have technical skill Experience with ticketing tools like Service Now or BMC ITSM Remedy for incident, change and problem management. Operations experience in Payara on Linux Scripting and automation expertise for On Premise infrastructure. Infrastructure monitoring, alerting systems, and dashboards setup. Proficiency with Microsoft IIS and batch jobs. Experience with Oracle databases Good to have Technical skills Reporting/Visualization tools like Tableau / Power BI. Basic experience with Python. Familiarity with cloud-based operations and DevOps practices. Experience with Java and GlassFish platform. Jira/Confluence

Req ID: 327603 We are currently seeking a Senior ServiceNow Consultant to join our team in Bangalore, Karntaka (IN-KA), India (IN). About the Role We are looking for a Technical Consultant to support the implementation and integration of ServiceNow modules, including ITSM, ITOM, Integrations, CMDB, and more. The ideal candidate will have hands-on experience in configuring and customizing ServiceNow solutions to meet client needs. Key Responsibilities Assist in the design and implementation of ServiceNow modules such as ITSM, ITOM, Integrations, and CMDB. Experience in working on ServiceNow Platform Upgrades and Cloning. Work closely with clients and stakeholders to understand their requirements and provide technical guidance. Develop and configure ServiceNow components, including workflows, scripts, and integrations. Conduct testing and validation of ServiceNow solutions to ensure they meet business requirements. Troubleshoot and resolve issues related to ServiceNow modules, providing timely support to clients. Create and maintain technical documentation for ServiceNow solutions. Collaborate with cross-functional teams to ensure seamless integration and data flow. Stay current with ServiceNow updates and best practices. Qualifications Bachelor"™s degree in Computer Science, Information Technology, or a related field. 5+ years of experience in IT, with at least 3 years in a technical consulting role. Hands-on experience with ServiceNow modules (e.g., ITSM, ITOM, CMDB) and integration technologies (e.g., REST, SOAP, APIs). Strong problem-solving and troubleshooting skills. Excellent communication and client-facing skills. ServiceNow Certified System Administrator (CSA) or similar certification is a plus. Preferred Skills: Experience with scripting languages (e.g., JavaScript, Python). Knowledge of ITIL and ITSM processes. Familiarity with Agile and DevOps methodologies.

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Deliver NoPerformance ParameterMeasure 1.100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails Mandatory Skills: AWS EKS 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 Deliver NoPerformance ParameterMeasure 1.100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails Mandatory Skills: Software Distribution & Patch 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 Deliver NoPerformance ParameterMeasure 1.100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails Mandatory Skills: Cisco Routing and Switching.

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Deliver NoPerformance ParameterMeasure 1.100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails Mandatory Skills: Kubernetes.

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Deliver NoPerformance ParameterMeasure 1.100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails Mandatory Skills: Backup Exec Backup.

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Deliver NoPerformance ParameterMeasure 1.100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails Mandatory Skills: Azure DevOps Operations.

As a cross functions lead, you should act as a Single point of contact for the execution of ITIL Processes like incident management, problem management, change management, etc. designed for a single Customer or as per SIAM framework in Multi-vendor Environment Capable to connect, update and manage discussions with the Customer and other Service providers / Vendors for all in-scope infrastructure related technical services viz., Networking, Servers, VMware, storage. Capable to drive and collaborate with multiple stakeholders on day to day operations to bring in coordination across the technical towers Lead the ITIL Process resources to achieve the Process KPIs and Service level targets. Act as a crisis manager during the occurrence of critical incidents, guide Pro-active problem management, address critical issues to avoid change failures, ensure up-to-date maintenance of CMDB, achieving the Availability and capacity targets Ensuring the Process adherence, meeting the Quality norms of Wipro and the Customer Driving the internal audits, define and drive service improvement programs based on the external audit findings Report the Customer on all Process areas as per the Contractual agreements.

Job summary The Program Manager will oversee the implementation and management of VDI solutions using Citrix Cloud within a hybrid work model. With 8 to 12 years of experience the candidate will drive strategic initiatives ensuring seamless integration and optimal performance. This role requires strong technical expertise in Citrix Cloud and a commitment to enhancing productivity and collaboration across teams. Responsibilities A Citrix VDI BAU Business As Usual Technical Manager focuses on maintaining and optimizing the Citrix VDI environment during regular operations Here are some key responsibilities and qualifications for this role Responsibilities Daily Operations Manage and oversee the daily operations of the Citrix VDI environment ensuring smooth and efficient performance Configuration and Deployment Configure and deploy Citrix VDI solutions including XenDesktop and XenApp Monitoring and Maintenance Monitor the performance of the Citrix environment perform regular maintenance and troubleshoot issues as they arise User Support Provide technical support to endusers resolving issues related to Citrix VDI and ensuring minimal disruption to their work Incident Management Handle incidents and service requests ensuring timely resolution and proper documentation Security Management Implement and maintain security measures to protect the Citrix environment from threats Documentation Maintain detailed documentation of configurations processes and procedures related to the Citrix environment Team Coordination Coordinate with other IT teams and stakeholders to ensure seamless integration and operation of Citrix solutions within the broader IT infrastructure Incident Change Problem Management Certifications Relevant certifications such as Citrix Certified Associate CCA Citrix Certified Professional CCP or Citrix Certified Expert CCE are highly desirable Technical Skills Strong knowledge of Citrix products XenDesktop XenApp VDI infrastructure Active Directory DNS DHCP and networking Soft Skills Excellent problemsolving abilities strong communication skills and the ability to work effectively in a team environment

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

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

Role Purpose The purpose of this role is to design the organisations computer and network security infrastructure and protect its systems and sensitive information from cyber threats Do 1. Design and develop enterprise cyber security strategy and architecture a. Understand security requirements by evaluating business strategies and conducting system security vulnerability and risk analyses b. Identify risks associated with business processes, operations, information security programs and technology projects c. Identify and communicate current and emerging security threats and design security architecture elements to mitigate threats as they emerge d. Identify security design gaps in existing and proposed architectures and recommend changes or enhancements e. Provide product best fit analysis to ensure end to end security covering different faucets of architecture e.g. Layered security, Zoning, Integration aspects, API, Endpoint security, Data security, Compliance and regulations f. Demonstrate experience in doing security assessment against NIST Frameworks, SANS, CIS, etc. g. Provide support during technical deployment, configuration, integration and administration of security technologies h. Demonstrate experience around ITIL or Key process-oriented domains like incident management, configuration management, change management, problem management etc. i. Provide assistance for disaster recovery in the event of any security breaches, attacks, intrusions and unusual, unauthorized or illegal activity j. Provide solution of RFPs received from clients and ensure overall design assurance i. Develop a direction to manage the portfolio of to-be-solutions including systems, shared infrastructure services, applications, hardware related to cyber risk security in order to better match business outcome objectives ii. Analyse technology environment, enterprise specifics, client requirements to set a collaboration design framework/ architecture iii. Depending on the clients need with particular standards and technology stacks create complete RFPs iv. Provide technical leadership to the design, development and implementation of custom solutions through thoughtful use of modern technology v. Define and understand current state solutions and identify improvements, options & tradeoffs to define target state solutions vi. Clearly articulate and sell architectural targets, recommendations and reusable patterns and accordingly propose investment roadmaps vii. Evaluate and recommend solutions to integrate with overall technology ecosystem viii. Tracks industry and application trends and relates these to planning current and future IT needs 2. Stakeholder coordination & audit assistance a. Liaise with stakeholders in relation to cyber security issues and provide timely support and future recommendations b. Provide assistance in maintaining an information security risk register and help with internal and external audits relating to information security c. Support audit of security best practices and implementation of security principles across the organization, to meet business goals along with customer and regulatory requirements d. Assist with the creation, maintenance and delivery of cyber security awareness training to team members and customers e. Provide training to employees on issues such as spam and unwanted or malicious emails Deliver No PerformanceParameter Measure 1 Customer centricity Timely security breach solutioning to end users, Internal stakeholders & external customers experience, CSAT, educating and suggesting right control to the customers. 2 Support sales team to create wins % of proposals with Quality Index 7, timely support of the proposals, identifying opportunities/ leads to sell services within/ outside account (lead generation), no. of proposals led Mandatory Skills: Fortinet Firewall.

Role Purpose The purpose of this role is to design the organisations computer and network security infrastructure and protect its systems and sensitive information from cyber threats Do 1. Design and develop enterprise cyber security strategy and architecture a. Understand security requirements by evaluating business strategies and conducting system security vulnerability and risk analyses b. Identify risks associated with business processes, operations, information security programs and technology projects c. Identify and communicate current and emerging security threats and design security architecture elements to mitigate threats as they emerge d. Identify security design gaps in existing and proposed architectures and recommend changes or enhancements e. Provide product best fit analysis to ensure end to end security covering different faucets of architecture e.g. Layered security, Zoning, Integration aspects, API, Endpoint security, Data security, Compliance and regulations f. Demonstrate experience in doing security assessment against NIST Frameworks, SANS, CIS, etc. g. Provide support during technical deployment, configuration, integration and administration of security technologies h. Demonstrate experience around ITIL or Key process-oriented domains like incident management, configuration management, change management, problem management etc. i. Provide assistance for disaster recovery in the event of any security breaches, attacks, intrusions and unusual, unauthorized or illegal activity j. Provide solution of RFPs received from clients and ensure overall design assurance i. Develop a direction to manage the portfolio of to-be-solutions including systems, shared infrastructure services, applications, hardware related to cyber risk security in order to better match business outcome objectives ii. Analyse technology environment, enterprise specifics, client requirements to set a collaboration design framework/ architecture iii. Depending on the clients need with particular standards and technology stacks create complete RFPs iv. Provide technical leadership to the design, development and implementation of custom solutions through thoughtful use of modern technology v. Define and understand current state solutions and identify improvements, options & tradeoffs to define target state solutions vi. Clearly articulate and sell architectural targets, recommendations and reusable patterns and accordingly propose investment roadmaps vii. Evaluate and recommend solutions to integrate with overall technology ecosystem viii. Tracks industry and application trends and relates these to planning current and future IT needs 2. Stakeholder coordination & audit assistance a. Liaise with stakeholders in relation to cyber security issues and provide timely support and future recommendations b. Provide assistance in maintaining an information security risk register and help with internal and external audits relating to information security c. Support audit of security best practices and implementation of security principles across the organization, to meet business goals along with customer and regulatory requirements d. Assist with the creation, maintenance and delivery of cyber security awareness training to team members and customers e. Provide training to employees on issues such as spam and unwanted or malicious emails Deliver No PerformanceParameter Measure 1 Customer centricity Timely security breach solutioning to end users, Internal stakeholders & external customers experience, CSAT, educating and suggesting right control to the customers. 2 Support sales team to create wins % of proposals with Quality Index 7, timely support of the proposals, identifying opportunities/ leads to sell services within/ outside account (lead generation), no. of proposals led Mandatory Skills: Fortinet Firewall.

Role Purpose The purpose of this role is to design the organisations computer and network security infrastructure and protect its systems and sensitive information from cyber threats Do 1. Design and develop enterprise cyber security strategy and architecture a. Understand security requirements by evaluating business strategies and conducting system security vulnerability and risk analyses b. Identify risks associated with business processes, operations, information security programs and technology projects c. Identify and communicate current and emerging security threats and design security architecture elements to mitigate threats as they emerge d. Identify security design gaps in existing and proposed architectures and recommend changes or enhancements e. Provide product best fit analysis to ensure end to end security covering different faucets of architecture e.g. Layered security, Zoning, Integration aspects, API, Endpoint security, Data security, Compliance and regulations f. Demonstrate experience in doing security assessment against NIST Frameworks, SANS, CIS, etc. g. Provide support during technical deployment, configuration, integration and administration of security technologies h. Demonstrate experience around ITIL or Key process-oriented domains like incident management, configuration management, change management, problem management etc. i. Provide assistance for disaster recovery in the event of any security breaches, attacks, intrusions and unusual, unauthorized or illegal activity j. Provide solution of RFPs received from clients and ensure overall design assurance i. Develop a direction to manage the portfolio of to-be-solutions including systems, shared infrastructure services, applications, hardware related to cyber risk security in order to better match business outcome objectives ii. Analyse technology environment, enterprise specifics, client requirements to set a collaboration design framework/ architecture iii. Depending on the clients need with particular standards and technology stacks create complete RFPs iv. Provide technical leadership to the design, development and implementation of custom solutions through thoughtful use of modern technology v. Define and understand current state solutions and identify improvements, options & tradeoffs to define target state solutions vi. Clearly articulate and sell architectural targets, recommendations and reusable patterns and accordingly propose investment roadmaps vii. Evaluate and recommend solutions to integrate with overall technology ecosystem viii. Tracks industry and application trends and relates these to planning current and future IT needs 2. Stakeholder coordination & audit assistance a. Liaise with stakeholders in relation to cyber security issues and provide timely support and future recommendations b. Provide assistance in maintaining an information security risk register and help with internal and external audits relating to information security c. Support audit of security best practices and implementation of security principles across the organization, to meet business goals along with customer and regulatory requirements d. Assist with the creation, maintenance and delivery of cyber security awareness training to team members and customers e. Provide training to employees on issues such as spam and unwanted or malicious emails Deliver No PerformanceParameter Measure 1 Customer centricity Timely security breach solutioning to end users, Internal stakeholders & external customers experience, CSAT, educating and suggesting right control to the customers. 2 Support sales team to create wins % of proposals with Quality Index 7, timely support of the proposals, identifying opportunities/ leads to sell services within/ outside account (lead generation), no. of proposals led Mandatory Skills: Fortinet Firewall.

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion its a place where you can grow, belong and thrive. Your day at NTT DATA The Senior Associate Managed Services Operations Specialist is a developing subject matter expert, responsible for working closely with internal service delivery teams to support with planning, coordinating and monitoring the implementation of operational activities and processes in order to deliver on approved operational plans and to continuously improve service delivery. The main responsibility of the Senior Associate Managed Services Delivery Operations Specialist is to ensure that services are delivered effectively and efficiently by carrying out routine operational tasks and assisting with the implementation of a services model that meets business needs for clients. What youll be doing Key Roles and Responsibilities: Supports with the management of the shift roster and ensuring that all operations metrics are monitored. Supports with ensuring that shift handover processes are adhered to and managed. Supports with the management of shift escalations from clients. Dashboards all key Metrics and manages the about to be breached situations. Contributes to ensuring that services are meet the stated service level agreement (SLA) levels. Ensures that the operational deliverables enable cost effective, client centric delivery that meets SLAs. Monitors the operational effectiveness of support services and develops and implements the required improvement plans. Balances the needs of the client with the strategic direction of NTT. Understands the core issues affecting the client and works with the relevant service teams to resolve. Helps to identify the needs, risks and issues and proposes appropriate solutions and courses of action. Performs any other advanced operational tasks as required by leadership. Knowledge, Skills and Attributes: Displays good customer service focus. Good communication skills and ability to prepare structured, and relevant communications to operations leaders. Good organizational skills with the ability to work in a fast paced and deadline driven environment. Displays ability to work creatively and analytically in a problem-solving environment. Developing ability to quickly become proficient in delivery processes and related systems. Displays ability to analyze, design and improve operations processes. Ability to work across different cultures and social groups. Displays ability to work well in a pressurized environment and adapt to changing circumstances. Academic Qualifications and Certifications: Bachelors degree or equivalent in Information Technology or Business Administration or related. ITIL foundation certification. Required Experience: Moderate level work experience gained in a managed service delivery within a large scale (preferably multi-national) technology services environment. Moderate level experience gained in a managed service delivery environment including technical and service management exposure. Moderate level experience in managing customer escalation situations and objection handling. Moderate level demonstrated managed services operations experience. Workplace type On-site Working

Your day at NTT DATA The Managed Services Cross Technology Engineer (L1) is an entry level engineering role, responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating, and resolving technical incidents and problems and restoring service to clients by managing incidents to resolution. The primary objective of this role is to ensure zero missed service level agreement conditions. The Managed Services Cross Technology Engineer (L1) focuses on first-line support for standard and low complexity incidents and service requests. This role focusses across two or more technology domains such as (but not limited to) Cloud, Security, Networking, Applications and or Collaboration. The Managed Services Cross Technology Engineer (L1) may also contribute to support on project work as and when required. What you'll be doing Key Responsibilities: Monitors client infrastructure and solutions. Identifies problems and errors prior to or when they occur. Routinely identifies common incidents and opportunities for avoidance as well as general opportunities for incident reduction. Investigates first line incidents assigned and identifies the root cause of incidents and problems. Provides telephonic or chat support to clients when required. Schedules maintenance activity windows for patching and configuration changes. Follows the required handover procedures for shift changes to ensure service continuity. Reports and escalates incidents where necessary. Ensures the efficient and comprehensive resolutions of incidents and requests. Updates existing knowledge articles or create new ones. Identifies opportunities for work optimization including opportunities for automation of work, request fulfilment, incident resolution, and other general process improvement opportunities. May also contribute to support on project work as and when required. May work on implementing and delivering Disaster Recovery functions and tests. Performs any other related task as required. Knowledge and Attributes: Ability to communicate and work across different cultures and social groups. Ability to plan activities and projects well in advance and takes into account possible changing circumstances. Ability to maintain a positive outlook at work. Ability to work well in a pressurized environment. Ability to work hard and put in longer hours when it is necessary. Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting. Ability to adapt to changing circumstances. Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey. Academic Qualifications and Certifications: Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience) Certifications relevant to the services provided (certifications carry additional weightage on a candidates qualification for the role) Relevant certifications include which are considered desirable (but not limited to): CCNA or relevant level 1 Network Security Microsoft Certified, Azure Administrator Associate AWS Certified, Solutions Architect Associate Veeam Certified Engineer VMware certified Professional: Data Centre Virtualization Zerto, pure, vxrail Google Cloud Platform (gcp) Oracle Cloud Infrastructure (oci) Required Experience: Entry-level experience with troubleshooting and providing the support required in security network/ data center/ systems/ storage administration and monitoring Services within a medium to large ICT organization. Basic knowledge of management agents, redundancy concepts, and products within the supported technical domain (i.e. Security, Network, Data Centre, Telephony, etc.). Basic knowledge of ITIL processes. Workplace type : On-site Working

Your day at NTT DATA The Security Managed Services Engineer (L2) is a developing engineering role, responsible for providing a managed service to clients to ensure that their Security Infrastructures and systems remain operational. Through the proactive monitoring, identifying, investigating, and resolving of technical incidents and problems, this role is able to restore service to clients. The primary objective of this role is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA) and focuses on second-line support for incidents and requests with a medium level of complexity. The Security Managed Services Engineer (L2) may also contribute to support on project work as and when required. What you'll be doing Key Responsibilities: Proactively monitors the work queues. Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA. Updates tickets with resolution tasks performed. Identifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely manner. Captures all required and relevant information for immediate resolution. Provides second level support to all incidents, requests and identifies the root cause of incidents and problems. Communicates with other teams and clients for extending support. Executes changes with clear identification of risks and mitigation plans to be captured into the change record. Follows the shift handover process highlighting any key tickets to be focused on along with a handover of upcoming critical tasks to be carried out in the next shift. Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management. Works with automation teams for effort optimization and automating routine tasks. Ability to work across various other resolver group (internal and external) like Service Provider, TAC, etc. Identifies problems and errors before they impact a clients service. Provides Assistance to L1 Security Engineers for better initial triage or troubleshooting. Leads and manages all initial client escalation for operational issues. Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items. Ensures all changes are carried out with proper change approvals. Plans and executes approved maintenance activities. Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles. Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort. May also contribute to support on project work as and when required. May work on implementing and delivering Disaster Recovery functions and tests. Performs any other related task as required. Knowledge and Attributes: Ability to communicate and work across different cultures and social groups. Ability to plan activities and projects well in advance, and takes into account possible changing circumstances. Ability to maintain a positive outlook at work. Ability to work well in a pressurized environment. Ability to work hard and put in longer hours when it is necessary. Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting. Ability to adapt to changing circumstances. Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey. Academic Qualifications and Certifications: Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience). Certifications relevant to services supported. Certifications carry additional weightage on the candidates qualification for the role. CCNA certification in must, CCNP in Security or PCNSE certification is good to have. Required Experience: Moderate level of relevant managed services experience handling Security Infrastructure. Moderate level of knowledge in ticketing tools preferably Service Now. Moderate level of working knowledge of ITIL processes. Moderate level of experience working with vendors and/or 3rd parties. Workplace type : On-site Working

Your day at NTT DATA The Managed Services Cross Technology Engineer (L2) is a developing engineering role, responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational. Through the proactive monitoring, identifying, investigating, and resolving of technical incidents and problems, the Managed Services Cross Technology Engineer (L2) is able to restore service to clients. The primary objective of this role is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). The Managed Services Cross Technology Engineer (L2) focuses on second-line support for incidents and requests with a medium level of complexity and focusses across two or more technology domains - Cloud, Security, Networking, Applications and or Collaboration etc. This role may also contribute to support on project work as and when required. What you'll be doing Key Responsibilities: Proactively monitors the work queues. Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA. Updates tickets with resolution tasks performed. Identifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely manner. Captures all required and relevant information for immediate resolution. Provides second level support to all incidents, requests and identifies the root cause of incidents and problems. Communicates with other teams and clients for extending support. Executes changes with clear identification of risks and mitigation plans to be captured into the change record. Follows the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shift. Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management. Works with automation teams for effort optimization and automating routine tasks. Ability to work across various other resolver group (internal and external) like Service Provider, TAC, etc. Identifies problems and errors before they impact a clients service. Provides Assistance to L1 Security Engineers for better initial triage or troubleshooting. Leads and manages all initial client escalation for operational issues. Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items. Ensures all changes are carried out with proper change approvals. Plans and executes approved maintenance activities. Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles. Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort. May also contribute to support on project work as and when required. May work on implementing and delivering Disaster Recovery functions and tests. Performs any other related task as required. Knowledge and Attributes: Ability to communicate and work across different cultures and social groups. Ability to plan activities and projects well in advance, and takes into account possible changing circumstances. Ability to maintain a positive outlook at work. Ability to work well in a pressurized environment. Ability to work hard and put in longer hours when it is necessary. Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting. Ability to adapt to changing circumstances. Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey. Academic Qualifications and Certifications: Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience). Certifications relevant to the services provided (certifications carry additional weightage on a candidates qualification for the role). Relevant certifications include (but not limited to) - CCNP or equivalent certification CCNA certification in must, CCNP in Security or PCNSE certification is good to have Microsoft Certified: Azure Administrator Associate AWS Certified: Solutions Architect Associate Veeam Certified Engineer VMware certified Professional: Data Centre Virtualization Zerto, pure, vxrail Google Cloud Platform (gcp) Oracle Cloud Infrastructure (oci) SAP Certified Technology Associate - OS DB Migration for SAP NetWeaver 7.4 SAP Technology Consultant SAP Certified Technology Associate - SAP HANA 2.0 Oracle Cloud Infrastructure Architect Professional IBM Certified System Administrator - WebSphere Application Server Network Required Experience: Moderate level years of relevant managed services experience handling cross technology infrastructure. Moderate level knowledge in ticketing tools preferably Service Now. Moderate level working knowledge of ITIL processes. Moderate level experience working with vendors and/or 3rd parties. Workplace type : On-site Working

Knowledge and application: Seasoned, experienced professional; has complete knowledge and understanding of area of specialization. Uses evaluation, judgment, and interpretation to select right course of action. Problem solving: Works on problems of diverse scope where analysis of information requires evaluation of identifiable factors. Resolves and assesses a wide range of issues in creative ways and suggests variations in approach. Interaction: Enhances relationships and networks with senior internal/external partners who are not familiar with the subject matter often requiring persuasion. Works with others outside of own area of expertise, with the ability to adapt style to differing audiences and often advises others on difficult matters. Impact: Impacts short to medium term goals through personal effort or influence over team members. Accountability: Accountable for own targets with work reviewed at critical points. Work is done independently and is reviewed at critical points. Workplace type : Hybrid Working

Your day at NTT DATA The Security Managed Services Engineer (L2) is a developing engineering role, responsible for providing a managed service to clients to ensure that their Security Infrastructures and systems remain operational. Through the proactive monitoring, identifying, investigating, and resolving of technical incidents and problems, this role is able to restore service to clients. The primary objective of this role is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA) and focuses on second-line support for incidents and requests with a medium level of complexity. The Security Managed Services Engineer (L2) may also contribute to support on project work as and when required. What you'll be doing Key Responsibilities: Proactively monitors the work queues. Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA. Updates tickets with resolution tasks performed. Identifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely manner. Captures all required and relevant information for immediate resolution. Provides second level support to all incidents, requests and identifies the root cause of incidents and problems. Communicates with other teams and clients for extending support. Executes changes with clear identification of risks and mitigation plans to be captured into the change record. Follows the shift handover process highlighting any key tickets to be focused on along with a handover of upcoming critical tasks to be carried out in the next shift. Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management. Works with automation teams for effort optimization and automating routine tasks. Ability to work across various other resolver group (internal and external) like Service Provider, TAC, etc. Identifies problems and errors before they impact a clients service. Provides Assistance to L1 Security Engineers for better initial triage or troubleshooting. Leads and manages all initial client escalation for operational issues. Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items. Ensures all changes are carried out with proper change approvals. Plans and executes approved maintenance activities. Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles. Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort. May also contribute to support on project work as and when required. May work on implementing and delivering Disaster Recovery functions and tests. Performs any other related task as required. Knowledge and Attributes: Ability to communicate and work across different cultures and social groups. Ability to plan activities and projects well in advance, and takes into account possible changing circumstances. Ability to maintain a positive outlook at work. Ability to work well in a pressurized environment. Ability to work hard and put in longer hours when it is necessary. Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting. Ability to adapt to changing circumstances. Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey. Academic Qualifications and Certifications: Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience). Certifications relevant to services supported. Certifications carry additional weightage on the candidates qualification for the role. CCNA certification in must, CCNP in Security or PCNSE or checkpoint certification is good to have. Required Experience: Moderate level of relevant managed services experience handling Security Infrastructure. Moderate level of knowledge in ticketing tools preferably Service Now. Moderate level of working knowledge of ITIL processes. Moderate level of experience working with vendors and/or 3rd parties. Workplace type : On-site Working

Your day at NTT DATA The Team Lead, Managed Services Client Service Desk is an entry level subject matter expert, responsible for taking accountability for the operational management of a team of service desk employees (agents and or administrators). This role ensures client satisfaction by managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving. Key responsibilities: Responsible for managing a team of junior service desk agents and or administrators. Ensures resource allocation, attendance, effective achievement of KPIs and planning activities. Contributes to the process of managing tickets or calls logged at the service desk. Ensures all incidents which are logged, are accurately registered and categorized. Ensures the allocation of an appropriate ticket prioritization code upon receipt of the ticket/call and during the logging process. Ensures ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct it. Be expected to take ownership and resolve or further escalate escalated incidents. Checks incidents are fully resolved, and users and/or clients are satisfied and agree to close the related incident. Ensures relevant actions have been logged to enable tracking. Monitors the performance of the team and identifies any training/ coaching intervention required. Leads the discussion of the daily huddles and ensures performance-enhancement solutions are identified and implemented. Supports with identifying any gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement. Supports with monitoring backlog and uses escalation channels to get the right team involved in resolving tickets in a timely manner. To thrive in this role, you need to have: Some understanding of the vast range of IT operations and company service offerings Displays good levels of client engagement and service orientation. Demonstrates operational team management skills and ability to effectively manage the resources that report to them. Good collaboration skills and ability to interact professionally. Some understanding of project management principles Academic qualifications and certifications: Bachelor's degree or equivalent in information technology or related field. Relevant technical certifications preferred. ITIL v4 specialist certification and knowledge is required. Required experience: Demonstrated relevant work experience gained in call center managed services/services delivery environment within a medium to large information technology environment. Entry level team management/leadership experience. Demonstrable experience leading a team of service desk agents preferably within a global technology organization. Workplace type : On-site Working

Additional Career Level Description: Knowledge and application: Seasoned, experienced professional; has complete knowledge and understanding of area of specialization. Uses evaluation, judgment, and interpretation to select right course of action. Problem solving: Works on problems of diverse scope where analysis of information requires evaluation of identifiable factors. Resolves and assesses a wide range of issues in creative ways and suggests variations in approach. Interaction: Enhances relationships and networks with senior internal/external partners who are not familiar with the subject matter often requiring persuasion. Works with others outside of own area of expertise, with the ability to adapt style to differing audiences and often advises others on difficult matters. Impact: Impacts short to medium term goals through personal effort or influence over team members. Accountability: Accountable for own targets with work reviewed at critical points. Work is done independently and is reviewed at critical points.

Key skills and expertise: 5+yrs of experience working with Microsoft Power Platform and Dynamics and working with highly scalable and reliable servers Spend considerable time on Production management, including incident and problem management, capacity management, monitoring, event management, change management and plant hygiene. Troubleshooting issues across the entire Technology stack: hardware, software, application and network. • Participating in on-call rotation, periodic maintenance calls with other specialists from other timezones. Proactively identifying and addressing system reliability risks. Working closely with development teams to design, build and maintain systems from a reliability, stability and resiliency perspective. Identifying and driving opportunities to improve automation for our platforms, scope and create automation for deployment, management, and visibility of our services. Representing the RPE organization in the design reviews, operations readiness exercises for the new and existing products/services Technical Skills: Enterprise tools like Promethus, Grafana, Splunk and Apica UNIX/Linux Support and Cloud based services Ansible, Github, or any automation/configuration/release management tools Automation experience scripting languages such as Python, Bash, Perl and Ruby (one of the languages sufficient) Awareness of, ability to reason about modern software and systems architecture, including load balancing, databased, queueing, caching, distributed systems failure modes, microservices, cloud etc. Experience of Azure networks, ServiceBus, Azure Virtual machines, and AzureSQL will be an advantage.

About The Role Primary Skill (Technical Skill) - EUC/VDI Secondary Skill (at least one) - ManageEngine/Imaging/Mobility Experience Level - 4 - 8 Years Rates including mark up - 180K/M - 190K/M ? PATCHING & SOFTWARE DISTRIBUTION – MANAGEENGINE PLUS L2/L3 4-8 years of experience in Desktop engineering Background and experience in large distributed desktop estate Hands on experience in ManageEngine plus Hands on experience in Software distribution, Patch Management using ManageEngine Ability to handle end to end patch management process Knowledge on operating system deployment (OSD) ? Ability to resolve complex technical issues related to Software distribution and Patch management. Create custom scripts for gathering the inventory from clients. Test and release of applications and Patches using ManageEngine. Automation experience on Patch remediation. ? Ability to create power shell scripts. Experience on ManageEngine client remediation. Knowledge on Active Directory and group policies. SLA adherence for patch management Hands on experience on deploying out of band patches and achieving compliance within the agreed Service levels. Ability to generate custom reports using SQL queries. Should be able to set various access controls on the ManageEngine console, Managing the ManageEngine database and performance tuning Compliance reporting on patching Excellent communication and presentation skills ? Ability to interface with the customer and provide solutions Should be able to resolve the tasks escalated by L1 and L2 teams. Experience in incident change and release management processes Excellent troubleshooting skills Knowledge on ManageEngine Infrastructure is a must. Experience on Incident, Request, Change and problem management. Knowledge on ITIL processes. Good to have – Team lead experience Good to have – Certification in ManageEngine Good to have- ManageEngine Infrastructure knowledge Good to have - knowledge on MDT, Active directory and related components Mandatory Skills: ManageEngine ITOM. Experience3-5 Years. Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.