1227 Problem Management Jobs - Page 23

Access Management (SSO/MFA). Access Management L1To perform this job successfully, an individual must satisfactorily perform each essential duty. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties. Should have through Knowledge on below domains like : 1) MIM Knowledge:a. How to create User in MIMb. How to disable users in ADc. How to Extend User Expiry Datesd. How to Allocate O365 Licenses.e. How to convert ETW to Permanent.f. How to Change Display Name in MIM. 2) Through Knowledge of Shared Mail Boxes:a. How to Create Shared Mail Boxes.b. How to Modify Shared Mail Boxes.c. How to Add users in Shared Mail Boxes. 3) Through Knowledge for File Share Accesses:a. How to Provide access in File Shares. 4) Through Knowledge for Service Account Creation. 5) Through Knowledge for Creation of SADM. 6) Through Knowledge of Access on Security Groups. 7) Through Knowledge of Mail Creations in MIM.

Access Management (SSO/MFA). Access Management L1To perform this job successfully, an individual must satisfactorily perform each essential duty. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties. Should have through Knowledge on below domains like : 1) MIM Knowledge: a. How to create User in MIM b. How to disable users in AD c. How to Extend User Expiry Dates d. How to Allocate O365 Licenses. e. How to convert ETW to Permanent. f. How to Change Display Name in MIM. 2) Through Knowledge of Shared Mail Boxes: a. How to Create Shared Mail Boxes. b. How to Modify Shared Mail Boxes. c. How to Add users in Shared Mail Boxes. 3) Through Knowledge for File Share Accesses: a. How to Provide access in File Shares. 4) Through Knowledge for Service Account Creation. 5) Through Knowledge for Creation of SADM. 6) Through Knowledge of Access on Security Groups. 7) Through Knowledge of Mail Creations in MIM.

ITIL, Team coordination. Coordination with Cross-Functional Teams: Actively communicate with different teams (technical, operational, business) to ensure alignment and smooth project execution. Downtime Co ordinationo Collaborate with the respective teams to schedule and acquire downtime within the agreed timelines, ensuring minimal disruption to operations. Mylan Change Process:o Adhere to Mylans internal change management processes and procedures to ensure compliance and effective handling of project changes. Work with ITIL Framework:o Utilize ITIL (Information Technology Infrastructure Library) best practices for managing IT services and ensuring service continuity. Change Creation and CAB Attendance:o Create necessary changes on time and attend Change Advisory Board (CAB) meetings to ensure proper change management and documentation. Change Management Processes:

Designing and coding: Creating and modifying ServiceNow catalogs, workflows, forms, lists, and business rules Testing: Producing and running test cases, and performing impact analysis and testing for platform upgrades and patching Documenting: Documenting code and application functionality Leading: Leading a team of ServiceNow developers Administering: Overseeing the day-to-day administration of the ServiceNow platform

Should have previous experience working with Service Now. Service Now Management with knowledge in Incident, Request, Problem and Change Management. Ability to work independently with limited supervision Ability to work well with people from different disciplines with varying degrees of technical experience ITIL certification is preferred Working experience on other ITSM tools is an advantage Responsible For Partnering with business users to gather all requirements to formulate business specifications and translating those into business functionality. Documenting workflows and results of business analysis and obtaining sign-off from users on specifications. Creating user story, acceptance criteria, the definition of ready and definition of done in the agile framework Assisting the technical team in translating application functionality into application architecture and the production of a business functionality requirements statement. Communicating the business directives, goals, and needs to the technical team and serving as business interface from the solution delivery team managing expectations and defining business satisfaction metrics. Designing and executing test plans to ensure that business requirements and functional specifications are implemented properly and meet ROI objectives. Participate in planning initiatives, feasibility studies, cost/benefit analysis, and new systems design. Work with the QA team to prepare test scenarios and data. Document and manage business and functional requirements. Review user stories and acceptance criteria. Provide thought leadership in one of the functional areas, handle queries and competency building in the respective functional areas. Provide functional solution and clarification on the inter-module dependencies. Determine a projects requirements by extracting them from business or government policies, as well as from current and future users, through interaction and research. Anticipate future requirements to ensure successful outcomes. Constrain requirements when necessary and focus on core business needs, rather than users personal preferences, functions related to trends or outdated processes, or other non-essential modifications. Organize requirements into related categories to effectively manage and communicate them. Use robust analysis and modeling tools to match strategic business objectives with practical technical solutions. At regular intervals in the project life cycle, safeguard and protect the business and users needs by verifying functionality, accuracy and completeness of the requirements against the original documents. Safeguarding minimizes risk by ensuring requirements are being met before investing further in system development. Emphasize simplicity and ease of use at all times, especially in implementation. Identify and avoid extraneous activities that do not solve the problem or help reach the objective. The business analyst is most knowledgeable about use cases; therefore, they continually verify the requirements and reject implementations that do not advance business objectives. In application maintenance, the focus is on preventing and correcting defects; enhancements or making changes to increase the value provided by the system.

You have an entrepreneurial spirit. You enjoy working as a part of well-knit teams. You value the team over the individual. You welcome diversity at work and within the greater community. You aren't afraid to take risks. You appreciate a growth path with your leadership team that journeys how you can grow inside and outside of the organization. You thrive upon continuing education programs that your company sponsors to strengthen your skills and for you to become a thought leader ahead of the industry curve. Must Have: 3-6 years of hands-on experience in HL7 interfaces build on Epic/Cerner/Allscripts or integration engines such as Cloverleaf and HealthConnect Understand US healthcare workflows Experienced in performing configuration changes and system builds in Epic EHR (Electronic Health Record) platform Experience in Agile development methodology. Ability to perform estimation of work products. Ability to understand Service Level Agreement (SLA) methodology and follow the same as per engagement requirements. Perform problem management activities such as Root cause analysis of incidents. Excellent documentation skills such as - Application understanding, change management etc. Good interpersonal and communication skills Flexibility to adapt and apply innovation to varied business domain and apply technical solutioning and learnings to use cases across business domains and industries Knowledge and experience working with Microsoft Office tools Good to Have : Epic bridges certification (not mandatory) Cloverleaf or HealthConnect certification (not mandatory) Excellent documentation skills such as - Application understanding, change management etc Ability to follow engagement specific project delivery processes Proactive drive on improvement and innovation ideas

Position Overview: The Research Analyst will support the ordering and delivery of various Compliance investigative and intelligence cases contracted by Diligent clients through a dedicated central contact location. Candidates should have a customer-centric focus and be able to partner with internal business partners in our sales, customer success, and production teams ensuring an efficient and accurate process. This is a highly visible role that will partner with the internal teams to ensure customer orders are accurately represented and delivered in a timely manner. The analyst may also participate in cases undertaken for our Managed Services clients to include review and adjudication of Global Database Check and Media Monitor results as well as other investigative and client contracted administrative projects as assigned. This position will report directly to a Due Diligence Senior Project Manager within the Managed Services Group (MSG). Key Responsibilities Conduct analysis of information identified to ensure adherence to Diligent guidelines with respect to the type of Managed Services investigative product to which it applies, including regulatory compliance and other specific analysis which may be tasked. Conduct online research using various open source, publicly available sources in support of investigative and intelligence cases undertaken for our clients to include review and adjudication of Global Database Check and Media Monitor results. Fact check and reconcile information for accuracy and clarity to ensure quality control of deliverables, as directed by Diligent supervisors and/or management personnel. Upon assignment, complete administrative tasks for specific Client projects ensuring quality in all deliverables. Required Experience/Skills: Bachelor’s degree or equivalent business experience with required skills preferred. 0-3 years experience required Fluent in English and any other language is good to have Superior attention to detail in reviewing data. Able to work independently with analytical focus. Demonstrated good business judgement based on thorough research. Demonstrated ability to manage workflow to goals and timetables. Preferred Experience/Skills Passion for customer service both internal and external. Commitment to quality in work product.

Provide L1 , L2/L3 support for Azure-hosted applications and services. Monitor application health, performance, and availability using Azure Monitor , Log Analytics , and Application Insights . Troubleshoot incidents, perform root cause analysis, and implement permanent fixes. Manage incident, change, and problem management processes using ITIL practices. Implement and improve automation for routine tasks using PowerShell, Azure CLI, or other scripting tools. Ensure compliance with security and governance policies in Azure environments. Collaborate with development, infrastructure, and DevOps teams for seamless CI/CD deployments. Document knowledge articles, runbooks, and standard operating procedures. Participate in on-call rotations and provide 24x7 support as required. Assist in cost optimization and performance tuning of Azure resources. Qualifications Bachelors degree in Computer Science, Engineering, or related field. 6+ years of experience in application support and operations, with at least 3 years in Azure environments . Hands-on experience with Azure PaaS components (App Services, Azure Functions, Logic Apps, Azure SQL, Key Vault, Storage Accounts). Strong troubleshooting skills for cloud-native and hybrid application issues. Experience with Azure DevOps , GitHub Actions, or other CI/CD tools. Familiarity with ITIL frameworks and operational best practices. Strong communication skills and ability to work in cross-functional teams. Preferred Qualifications: Microsoft Certified: Azure Administrator Associate or higher (eg, Solutions Architect). Experience with ServiceNow or other ITSM tools. Experience supporting multi-region or high availability Azure deployments. Knowledge of containerized applications (AKS, Docker).

As a SQL Database Administrator, you will be part of the Global Data Services team with accountability for designing, testing, implementing, and maintaining the organization s databases across multiple platforms, technologies (eg, relational, non-relational and warehousing) and computing environments (eg, host based, distributed systems, client server) The successful candidate will be responsible for all aspects of data and database administration Responsibilities SQL DBA with 24/7 support for financial applications Good experience in different MS SQL Server versions 2012,2014, 2016, 2017 & 2019 MS SQL Server installations/Patching on Standalone/Cluster environment Should support database upgrades and patches, capacity planning and other activities as may be necessary Database backup and recovery Creating, configuring, monitoring, scheduling & troubleshooting jobs Configuring and troubleshooting Log shipping, Mirroring, High Availability Configuring, Reinitializing, and troubleshooting Replication Troubleshooting clustering issues SQL Server Database Performance Tuning Detecting and troubleshooting Security and remote connectivity issues RCA Provision and Problem management Monitored data activities (ie database status, logs, space utilization, extents, Checkpoints, locks and long transactions) Understanding of Mount points Good knowledge on PowerShell scripting would be added advantage Knowledge and Experience bachelors Degree in Computer Science, Information Technology or related field 4+ years of experience with production database management, preferably with Microsoft SQL Server & Oracle Experience with Microsoft Replication design, implementation, and support Experience with Microsoft SQL Server Always On availability groups - design, implementation, and support Technical architecture and documentation skills, preferably with Visio Ability to independently complete projects with minimal guidance Ability to work an on-call schedule, after hours and weekends as needed Ability to learn new technology with a willingness to teach

The Manager, Client Support acts as a leader, coach, and supervisor of a team of customer support professionals As a leader, the Manager will collaborate, identify and own opportunities to apply efforts toward the continuous improvement of efficiency and delivery of the support experience to ICE Mortgage clients As a coach, the Manager is responsible for driving the development of their team - as a team, and individually, to ensure effectiveness and job satisfaction As the supervisor of their team, the Manger is accountable for ongoing performance and service delivery against the objectives and goals of the business and department As part of their guiding philosophy, the Manager should drive competitive advantage through improving operational efficiency, empowerment of their staff, effectiveness of service delivery, and customer satisfaction and retention Responsibilities Manage to business processes, which, when implemented, will lead to exceptional performance Manage to a set consistent service delivery key performance indicators as required by functional role Create a cooperative environment where full understanding of the performance and enablers of "best in class" Technical Support team are fully understood across all team members Select and recruit team members with high potential in service delivery Manage timely departmental workflow and productivity, as we'll as enhance agent experience and knowledge Develop tactical proposals for the department to support company initiatives Identify and implement procedures and training tools for the agents on troubleshooting, customer service skills and handling severity issues Develop Technical Support staff through effective hiring, coaching, evaluative performance feedback and guidance Provide leadership and training for all associates in a professional and positive manner to promote corporate goals and achieve department objectives Administer staff effectively to balance individual, team, departmental, and organizational goals and obligations Knowledge and Experience 5+ years minimum experience in a customer-facing technical support, or equivalent roles Technical Savvy: Exhibits a willingness and desire to learn diverse, job-appropriate technologies and technical skills Capacity to understand technical concepts, processes, procedures, and tools Strong working knowledge of operational best-practices which govern delivery of technical support Decision Quality: Makes sound, timely decisions toward agreed upon personal, company, and departmental/team objectives and goals Consistently demonstrates good judgement; Considers relevant factors; Applies good practices and methodology to decision making Possesses and understanding of, or can demonstrate the capacity for functional understanding of the concepts of case and problem management Drives Results: Is able to consistently demonstrate achievement of results toward goals and objectives Persistent; Empowe'red; Promotes and appropriately encourages others to meet/exceed goals Capable of managing and driving teams cross-functionally toward tactical goals, including the engagement in, and leadership toward Major Incident Management Manages Complexity: Possesses the capability, capacity, and patience to collect and consider complex, large quantities, and/or potentially contradictory information in the process of triage, problem analysis, and resolution Critical thinking; Problem solving Excellent analytical and problem resolution skills Communicates Effectively: Develops and delivers, by written and oral communications, information which is clear, salient, and audience-appropriate Listens attentively; Adapts communication style to the audience and setting; Communicates effectively in large and small groups, and one-to-one Excellent written and verbal communication Plans and Aligns: Successfully applies effort toward the planning and prioritization of work efforts necessary to support and satisfy commitments aligned with organizational goals Objective oriented; Develops initiatives and actions to support objectives; Anticipates and adjusts; Plans for contingencies Excellent organizational and time management skills Drives Engagement: Actively works to motivate and create a climate of high-engagement and orientation toward achievement of objectives and goals Empowers; Invites input; Fosters visibility and ownership Ability to lead, train and motivate staff at all levels and cross-functionally Action Oriented: Seeks new opportunities and challenges with urgency, energy, and enthusiasm Can-do attitude; Steps-up to challenges; Bias for action Ability to set goals and meet deadlines at the initiative, project and task level Ability to delegate appropriately and monitor/measure effectiveness Customer Focus: Exhibits a sense of dedication to meeting the expectations and requirements of the customer Actions are considerate of customer need and perception; Builds and maintains functional and appropriate relationships; Gains trust and garners the respect of the customer Excellent customer service and crisis management skills Collaborates: Partners and works collaboratively to meet shared objectives Cooperative; Fair; Trustworthy Ability to work we'll with all levels of management Strategic Mindset: Possesses the ability to rationalize future possibilities and translate into actionable and breakthrough strategies Anticipates trends; Develops future/forward-thinking scenarios Preferred Knowledge and Experience Resilient: Capable of handling setbacks, adversity, and crises effectively and with poise Maintains positive attitude; Handles pressure; Finds growth in adversity Thought Leader: Recognized as an authority or expert in their field whose opinions are informed and trusted Innovative; Inspiring; Passionate Manages Ambiguity: Demonstrates an ability to remain productive and function effectively in the role when situations are uncertain, unclear, or where situational information is not complete Adaptable; Flexible; Resilient Nimble Learning: Willingly and actively learns through experimentation and problem solving Curious; Learns concepts quickly; Seeks knowledge Strong knowledge of, recognition of importance, and willingness to drive adherence to company policies, procedures and process Full knowledge of Client Support, Technical Support, or equivalent operational functions, procedures and quality of service measurement Bachelors degree in Business Administration or Computer Science preferred

The Firewall Lockdown teams core function is to ensure firewall rule compliance with current VISA policies, specifically Key Controls and Technical Security Requirements. We validate firewall rules to address high-risk network communications for Visa applications and processes, ensuring the firewall rules in our network environment remains non-risky / compliant with evolving network and zoning requirements. A primary focus is the remediate & cleaning up and hardening of the existing firewall rules through the removal of expired rules. The team proactively identifies rules violating Visa Technical Security Requirements and inconsistent with Visas least privilege access model. We conduct thorough traffic reviews for each violating rule and engage affected ATCs via multiple email communications. ATCs are then expected to either extend the rules expiration, reject it, or disable it. The firewall lockdown project has successfully transitioned into a BAU process, continuously addressing non-compliant rules. By comparing firewall rules against TSR, we actively manage legacy communications that may no longer meet current policy standards, ultimately fortifying Visas network security posture. Essential Functions: Drive core responsibilities including, but not limited to, in-depth rule auditing, zero-hit rule cleanup, management of expiring rules, identification and mitigation of high-risk rules, resolution of non-compliant rules, and the precise remediation and modification of firewall rules, strictly adhering to established change management protocols. Execute systematic and ad-hoc reviews of firewall rulesets, with a primary focus on Checkpoint and Palo Alto platforms, to ensure stringent adherence to established security policies, industry best practices, and regulatory compliance mandates. Lead comprehensive firewall rule audits, proactively identifying and addressing redundant, obsolete, or overly permissive rules, and formulating actionable remediation strategies. Develop and meticulously maintain comprehensive documentation for all firewall rules, encompassing their stated purpose, designated owner, and defined expiration dates. This includes fostering effective communication and collaboration with application owners to ensure alignment and accuracy. Collaborate strategically with internal security and assurance teams to thoroughly comprehend compliance requirements, translating these into secure, optimized, and efficient firewall rule configurations. Monitor and analyze firewall logs and security alerts to detect suspicious activities, policy violations, and potential security incidents, leveraging a strong understanding of security monitoring principles. Provide expert guidance and support on firewall security best practices, robust vulnerability management strategies, and effective threat mitigation techniques. Possession of demonstrable experience in troubleshooting network connectivity issues directly related to firewall rules, including those involving load balancers and other critical network infrastructure components, is a distinct advantage. This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager. Basic Qualifications: 2+ years of relevant work experience and a Bachelors degree, OR 5+ years of relevant work experience. Masters graduates must have 2+ years of relevant work experience to qualify Preferred Qualifications: 3 or more years of work experience with a Bachelor s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) Advanced proficiency with two of Checkpoint Firewall-1, Palo Alto firewall technologies Ability to manage Provider-1 and/or Panorama management and logging systems Strong understanding of networks, security technologies, and systems technologies Proven ability to troubleshoot problems systematically in complex systems and network environments Customer focused mindset, excellent communication, interpersonal, and collaboration skills Experience with on and off premise DDOS solutions Experience with monitoring, tuning, and alerting Experience with server platforms, virtualization, containers, and cloud technologies Operational knowledge of systems, databases and network security engineering best practices ITIL certification preferred. Familiar with ITIL concepts such as Incident, Change, and Problem Management Experience with policy orchestration, compliance and automation tools (e.g. Tufin, Skybox) Preferred certifications include: Check Point Administrator (CCSA), Check Point Engineer (CCSE), Cisco Certified Network Associate (CCNA), Palo Alto Networks Certified Network Security Engineer (PCNSE)

This is a Vice President position within Platform Reliability Engineering and Management leveraging SRE Principles and Practices based out of Mumbai Location. This role is looking for a hands on multi skilled professional with strong technical competence to deliver critical services ensuring Jefferies operates a highly stable, reliable, and resilient front-to-back plant. Responsibilities: Be a part of hands on high performing global team and provide oversight in plant stability across applications supporting post trade processing (Operations). Navigate global technology department and wider organization to better understand problems and to help implement solutions. Handle incident triage and communication. Strong problem Management experience. Collaboration with other regional counterparts on technical and functional initiatives. Automate to drive efficiency. You will identify and create automation to eliminate manual day to day support activities; scope and create automation for deployment, management and visibility of our services. Implement best practices for building successful monitoring and alerting systems. Experience with Observability platforms like Datadog and open telemetry is desired. You will work closely with engineering/development teams to design, build, and maintain systems and help them decide on products to use, schema design and query tuning. Identify root causes of production issues using languages and protocols like Python, SQL, and FIX, and collaborating closely with support and engineering teams to create solutions. Installing, configuring, testing, deploying, and upgrading software on the ION trading platform Extensive troubleshooting abilities across the stack Technical Skills: Bachelors degree or equivalent, ideally in an area related to technology infrastructure (eg, engineering, computer science, etc) 6 plus years of support experience in Post trade processing for Fixed Income or Equities. Hands on experience with troubleshooting Application/Database/Data related issues. Strong organization skills with the ability to multitask and prioritize; ability to work under pressure. Experience in software development: automation-related experience desired. Scripting languages such as PowerShell, python or compiled languages such as C#, JAVA are most relevant, but others are acceptable. Extensive experience with Microsoft SQL server or any other DBMS including performance tuning. Deep understanding of operating system level concepts such as processes, memory allocation, and the network stack an understanding of how applications are affected by the above, and ability to debug same. Desired Skills: Hands on experience with a scripting language and strong understanding of databases Prior experience as a developer in a large-scale financial firm Experience with ION Trading software and trading protocols preferred. The candidate must be already doing a similar role

As a Technical solution Analyst I, your role involves conducting investigations on front-end applications. This includes capturing information, applying fix tools, shadowing end users, and testing workflows internally and externally. Backend techniques to be used. including capturing log files , querying tables, updating database fields and cycling servers. Effective verbal and written communication with clients and internal collaborators. Documentation of notes, activities, resolutions, and knowledge articles through out the investigation lifecycles. By prioritizing work based on severity. you will strike a balance between client and business needs. Collaborating among and cross teams ensures that issues are addressed by the appropriate individual. We encourage candidates from all backgrounds to apply. Career Level - IC1 Career Level - IC1 Basic Qualifications: A minimum of Six months experience and a bachelors degree including: An academic qualification in computer science engineering, information systems, software engineering, or a related field. Preferred Qualifications: 6+ months experience in application support, client/customer support, incident management, problem management, and change management. Knowledge of SQL, Readiness to work during the shift from 5.30PM to 2.30AM IST. Outstanding interpersonal abilities and adept at efficient communication with collaborators across various regions of the globe. Prospective employees need to be ready to work in different shifts and provide on-call support. We encourage candidates from all backgrounds to apply.

About this opportunity: Ericsson is looking for a diligent and competent Domain Support Specialist. As a member of our Automated Operations team, you will play a crucial role in managing and executing maintenance activities, providing technical support, and coordinating daily operational tasks. This role centers on ensuring that our services and resources are efficiently activated, configured, and tested. If you are eager to work in an interactive environment and dedicated to guaranteeing the availability and performance of services for our customers, this might be the ideal role for you. What you will do: - Act as the escalation point with 24/7 coverage in Automated Operations for technical expertise needs. - Constantly monitor ticket queues to ensure timely responses and proactive detection of possible failures. - Participate in routine maintenance activities, conduct change impact analysis, and contribute to performance KPI reporting. - Provide 24x7 incident management support, initiating necessary escalations and conducting incident resolution. - Perform system administration tasks, maintain databases, and manage user access. - Execute change introduction activities, perform service request fulfilment, and handle standard changes. - Undertake proactive problem identification, investigate and diagnose issues, and propose solutions. - Drive customer experience improvement initiatives and provide full support during problem management investigations. The skills you bring: - Ericsson Operations Engine - Mode Of Operations. - 5G MS Operations Readiness. - Knowledge Sharing and Collaboration Skills. - Problem management. - Business Continuity Management. - Ericsson Customer Experience Assurance (CEA) Competence. - Incident management. - Business Understanding. - Ericsson Customer Assurance Competence. - MS TOP. - Customer Experience Improvement. - Service Request Fulfilment (OMS). - Customer Complaint Resolution. - System Administration. - RAN Configuration Knowledge.

As a Technical solution Analyst II, your role involves conducting investigations on front-end applications. This includes capturing information, applying fix tools, shadowing end users, and testing workflows internally and externally. Backend techniques to be used. including capturing log files , querying tables, updating database fields and cycling servers. Effective verbal and written communication with clients and internal collaborators. Documentation of notes, activities, resolutions, and knowledge articles through out the investigation lifecycles. By prioritizing work based on severity. you will strike a balance between client and business needs. Collaborating among and cross teams ensures that issues are addressed by the appropriate individual. We encourage candidates from all backgrounds to apply. Career Level - IC2 Career Level - IC2 A minimum of five years experience and a bachelors degree including: An academic qualification in computer science engineering, information systems, software engineering, or a related field. Preferred Qualifications: 3-5+ years experience in application support, client/customer support, incident management, problem management and change management. Knowledge on SQL, Readiness to work during the shift from 5.30PM to 2.30AM IST. Outstanding interpersonal abilities and adapt at efficient communication with collaborators across various regions of the globe. Prospective employees need to be ready to work in different shifts and provide on-call support. We encourage candidates from all backgrounds to apply.

. Job Title: IT Project Manager Location: Bangalore Department: Information Technology Reports To: Director of IT Job Type: Full-Time IT Project Manager 5 / Grade - 7 Role Description: The Project Manager role is responsible for working with IT Infrastructure, Applications, Infosec and Juniper business teams to manage cross functional projects. This role requires deep knowledge of program/project management. The Project Manager will work closely with internal stakeholders and internal/external project teams to manage implementation of storage/compute; network, SRE, data center, infrastructure services, applications deployment and Infosec projects. This role also requires knowledge of ITIL process and IT operations Management related concepts like Change Management, Release Management, Incident Management, Problem Management, Configuration Management etc. Primary Accountabilities: Develop project plans for PMO (Project Management Office) projects including, but not limited to, aspects such as project objectives, measurable metrics, tools to be used, impacted systems, system specifications, schedules, project budgeting and stakeholders Articulate project objectives and establish tracking mechanisms to measure and track these objectives Identify key stakeholders , their roles on the project and their upstream and downstream system dependencies Identify change management needs and process changes to prepare detailed organization-wide change management strategies for all teams impacted by systems implementations, upgrades and ongoing modifications Identify any requirements for initial or additional project resources Monitor project budget and its components Manage project execution to adhere to the project budget, scope and schedule Report statuses, progress, risks, and deviations to the steering committee, executive leadership (where needed) and key stakeholders Establishes project organization and methodologies and defines roles and responsibilities. Creates and implements a communication plan. Communicates to stakeholders and project sponsor. Identifies, tracks, and ensures resolution of issues and removal of barriers. Qualifications/Requirements: 5-7 years of experience working in Project Management with a global organization. Experience with ITSM tools and frameworks (e.g., ITIL) Self-starter who welcomes responsibility, along with the ability to thrive in an evolving organization and an ability to bring structure to unstructured situations Strong program management background who understands lifecycle management, governance and use technology to automate compliance risks. Ability to partner with a multi-tiered and matrixed organization model to deliver complex programs. Excellent written & verbal communication skills Required field of study Bachelor s degree in management information systems (or similar) Preferably have PMP, or equivalent Project Management certification Preferably have ITIL or any other IT operations related certification.

Some careers shine brighter than others. If you re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further. HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions. We are currently seeking an experienced professional to join our team in the role of Senior Software Engineer. In this role, you will: Should have knowledge on Compensation template, customization and other templates as well. Translating business requirements into system requirements using appropriate terminology to facilitate the progression of a project through elaboration and definition. Understanding HR processes including performance and rewards and the impacts of system change - being comfortable to in supporting HR tickets to support annual pay cycle process. Working with the vendor in resolving any existing issues, raising tickets proactively in timely manner and removing obstacles impacting any deployment. Providing inputs to the testing streams for functional scenarios supporting quality assurance. Managing quality assurance requirements and tollgates, ensuring adherence to IT policy and procedures. Supporting half yearly system upgrades and annual maintenance activities; not limited to the planning, scheduling, assessment and presentation of new features and their impact. Proactively supporting incident and problem management in collaboration with peers. Keeping appraised of leading practices monitoring and evaluating future market trends and considering innovative solutions. Support and perform the service rehearsal to ensure the system perform and fulfil the business processes before and after the releases and keep track of things. Configure the system with new Plans, and upload of lookup and conversion tables. Route map creation and mapping and route form activities (step movement), delete forms. Design the compensation template by configure the plan setup (Display settings, EC settings, Advance, Number rules) Configure Design worksheet field setup (Custom & Standard) and roles, compensation periods. Configure Plan Details - Eligibility rules, Guidelines, Rating sources. Manage worksheets for creation of worksheets and perform the admin activities by add, delete the employees from work sheets as per the business requirements. Perform the activities by setup - Reward publish data to EC and Manage Statement templates and Generate statements. Solving any issues escalated (data and configural) as per the SAP incident management. Performs testing effectively & ensures the requirement when delivered is apt Guided testing team in understanding the system & building test scripts Should have excellent knowledge in designing pay statements. Should have knowledge in configuring business rules Should be able to necessary documentations and raise change orders. Requirements To be successful in this role, you should meet the following requirements: Good knowledge of HR services with a focus on Rewards and Performance expertise Engaging with HR and Global Service Owners to understand requirements and subsequently scoping, discovering and defining viable solutions. Good understanding of SuccessFactors Performance and Reward(must) modules Analysis, design, configuration and testing of HCM solutions Strong communications and stakeholder management skills Degree or equivalent higher educational qualification Excellent knowledge of XML (must) Agile Ways of Working (Desirable)

About Us At SentinelOne, we re redefining cybersecurity by pushing the limits of what s possible leveraging AI-powered, data-driven innovation to stay ahead of tomorrow s threats. From building industry-leading products to cultivating an exceptional company culture, our core values guide everything we do. We re looking for passionate individuals who thrive in collaborative environments and are eager to drive impact. If you re excited about solving complex challenges in bold, innovative ways, we d love to connect with you. What are we looking for? Reporting to the Manager- Internal Audit, this position is a highly visible and impactful role across the company. The Sr. Analyst - IT Internal Audit, based in India and will work with all levels of management to promote business integrity and robust internal control structures, compliance with Sarbanes-Oxley legislation, and recommendation for process improvements and IT internal Audit projects. What will you do? Assist in IT SOX 404 planning, scoping, and risk assessment process through close collaboration with external auditors and business process owners Engage in Internal audit projects, ERM, operational and IT audits. Participate in the IT risk assessment process and development of the audit plan for assigned entities Conduct IT walkthroughs and controls testing according to established audit standards Develop high-quality process and audit testing documentation for design effectiveness and operating effectiveness of ITGCs, ITAC, SOC1 restricted access controls Perform testing of application controls, key reports, interfaces, integrations, and segregations of duties rules Develop and maintain comprehensive documentation including flow charts, process narratives and risk and control matrices and any others required Evaluate audit findings and coordinate remediation of deficiencies Strong understanding of US GAAP, SOX requirements, and internal audit standards Understanding of SDLC principles. Develop business relationships and proactively interact with process owners to gather information, resolve problems, and make recommendations for improvement and optimization Demonstrate initiative and provide timely updates to internal audit management Manage multiple tasks effectively and deliver projects timely Documentation and activities remain current and in compliance with the IIA s IPPF Standards and are consistent with best practices. Develop metrics for ongoing operational activities and leverage technology and data analytics to enhance IA operations. Help manage governance of the Internal Audit function and mature and evolve our audit methodology and operational audit program Perform other tasks and projects as assigned in support of the internal audit team and corporate objectives What skills and knowledge should you bring? Bachelor s degree in Computer Science, Accounting & Finance, Information Systems, or related field preferred CA/CPA/CISA/CIA/CISSP/CISM Minimum of 5+ years of audit experience, preferably within the technology industry. Experience with Big 4 accounting firms or global public companies is strongly preferred. Ability to take direction, learn quickly, work independently, and maintain a level of professional skepticism Ability to handle multiple priorities and deadlines, with high standards for quality, accuracy, and attention to detail Working knowledge of data analysis and business intelligence tools is a plus (PowerBI, Tableau) Data Governance and Management Business Continuity and Planning and Disaster Recovery Systems Development Life Cycle (SDLC), Project Management Life Cycle (PMLC), and Application Change Management Websites and Mobile Applications IT Asset Lifecycle Management IT Problem Management, Help Desk and Service Level Management Enterprise Applications including the following control areas: Application security architecture Application access, Server-level access and controls, Database-level access and controls Why us? You will be joining a cutting-edge company, where you will tackle extraordinary challenges and work with the very best in the industry. Industry leading gender-neutral parental leave Paid Company Holidays Paid Sick Time Employee stock purchase program Disability and life insurance Employee assistance program Gym membership reimbursement Cell phone reimbursement Numerous company-sponsored events including regular happy hours and team building events

In our always on world, we believe it s essential to have a genuine connection with the work you do. Due to continuous growth, CommScope is looking to hire Analyst, IT Service Desk to be based at our site in Hyderabad . The Analyst, IT Help Desk provides first-level technical support via chat, phone, email, and remote assistance for workstation hardware, software, mobile devices, network connectivity, and audio/video conferencing systems. The role involves account administration, software installation, and routine IT tasks while resolving basic technical issues and escalating complex problems to upper-tier support or the IT Service Desk Supervisor. How Youll Help Us Connect the World: Delivering 24x7x365 IT support, working in rotating shifts. Diagnose and troubleshoot hardware, software, network, and application-related issues. Manage user accounts, permissions, and access control. Leverage ITIL best practices to ensure smooth incident and request management. Utilize Service Desk tools like ServiceNow, Cisco Finesse, and Bomgar for ticketing and resolution tracking. Document service requests, applied fixes, and resolutions in the ticketing system. Support critical incidents, automation initiatives, and process improvements. Assist with onboarding new users, training, and Service Desk knowledge management. Participate in problem management, audits, reporting, and quality control efforts. Ensure customer satisfaction through effective communication and problem-solving. Required Qualifications for Consideration: Bachelor s Degree: Preferably with 3+ years of experience in IT support or help desk environments. Experience in IT troubleshooting (hardware, software, networking, mobile devices). Familiarity with Service Desk and ticketing systems (e.g., ServiceNow, Bomgar). Strong communication skills, critical thinking, and customer-focused problem-solving. Understanding of Windows OS, Active Directory, endpoint management, and workstation support tools. ITIL Foundation certification (preferred) and experience following ITIL best practices. Ability to work independently and collaboratively in a global IT support team. Flexible shift rotations to maintain 24x7x365 service coverage. You Will Excite Us If You Have: Hands-on IT support experience, ticketing tool experience, Strong Analytical & Reporting Skills and excellent communication. What Happens After You Apply: Learn how to prepare yourself for the next steps in our hiring process by visiting https: / / jobs.commscope.com / content / How-We-Hire / ?locale=en_US

Position Summary: The Shared Application Platform Engineering team is to provide the enterprise configuration and support for integration technologies such as IBM Middleware tools like MQ and ensure the platform stability and process improvement. Responsibilities include planning, support, and implementation of application platform infrastructure to include operational processes and procedures Job Responsibilities: Handle MQ Admin BAU activities such as manage QMGRs & Objects/maintenance/patching/ configurations etc. Should have knowledge on SSL Certificate management, security vulnerabilities in MQ Scheduling and Monitoring MQ backups & performing housekeeping and daily health check Install & Configure IBM MQ Support Project for MQ upgrade or migrate to new version and apply Fixpack/Interim Fixpack, Refresh Pack/Ifix etc. Setting up new QMGRs and its object Investigate and Troubleshot issues in MQ Knowledge on Performance Tuning or optimizing of MQ Coordinate with Systems Administrators, UNIX, Network and DBAs, scheduling and implementing software patches & upgrades Support development/functional teams with performance tuning and troubleshooting issues & Co-ordinatr with IBM vendor Monitor and acknowledge Incidents / Change-Tickets / SRs / Problem-Tickets within SLA Working Knowledge on RCAs & SIPs & Automating tasks Provide Support for MQ DR activity Basic knowledge of shell scripting or Ansible to manage & create MQ admin related tasks for automation Create knowledge base documents and SOPs for the Middleware support Handling Problem management calls and provide the RCA for the P1/P2 issues Good knowledge on IIB and/or APIC Basic knowledge on IBM-CP4I and/or OpenShift Container Platform (OCP) Willing to work in rotational shift Good communication, written skills & interacting with Client & Stake holders Education: Bachelors degree in computer science, Information Systems, or related field Experience: 10+ years of total experience and at least 7+ years of experience in Middlware applications like MQ Admin BAU activities such as manage QMGRs & Objects/maintenance/patching/ configurations Install & Configure IBM MQ Scheduling and Monitoring MQ backups & performing housekeeping and daily health check Good knowledge on IIB and/or APIC Good knowledge on SSL Certificate management, security vulnerabilities in MQ WebMethods WebSphere Message Broker (WMB) IBM Integration Bus (IIB) CP4I ACE MQ Open Shift (Kubernettes) Ansible (Automation) IBM API Connect v10 App Connect Professional (Cast Iron) Linux / AIX Elastic Azure DevOps YAML/JSON Python and/or Powershell Agile SAFe for Teams SDLC SSL DataPower

ITAO is the custodian of the application and is responsible to apply and enable during Life-Cycle of the application the IT policies and procedures with specific consideration to IT management and Information Security. The ITAO ensures a clear separation of the responsibility within the project, aimed at achieving a safe and secure running of the application and compliance to regulations, policies and standards. ITAO is responsible for application documentation, application infrastructure reliability and compliance, and is usually the IT SPOC for audit initiatives. Your key responsibilities Strategy & Architecture Enterprise IT governance: Reviews current and proposed information systems for compliance with the organisation's obligations (including legislation, regulatory, contractual and agreed standards/policies) and adherence to overall strategy. Provides specialist advice to those accountable for governance to correct compliance issues. Cloud Security & Governance : Migration on Cloud from on-prem setup end to end with ensuring application/infrastructure and Data Security Information security: Communicates information security risks and issues to business managers and others. Performs basic risk assessments for small information systems. Contributes to vulnerability assessments. Applies and maintains specific security controls as required by organisational policy and local risk assessments. Investigates suspected attacks. Responds to security breaches in line with security policy and records the incidents and action taken. Information content publishing: Understands technical publication concepts, tools and methods and the way in which these are used. Uses agreed procedures to publish content. Obtains and analyses usage data and presents it effectively. Understands, and applies principles of usability and accessibility to published information. Specialist advice: Actively maintains knowledge in one or more identifiable specialisms. Provides detailed and specific advice regarding the application of their specialism(s) to the organisation's planning and operations. Recognises and identifies the boundaries of their own specialist knowledge. Collaborates with other specialists, where appropriate, to ensure advice given is appropriate to the needs of the organisation. Knowledge management: Maintains knowledge management systems and content to meet business needs. Supports others to enable them to complete knowledge management activities and form knowledge management habits. Reports on progress of knowledge management activities. Configures and develops knowledge management systems and standards. Supports changes to work practices to support capture and use of knowledge. Business risk management: Investigates and reports on hazards and potential risk events within a specific function or business area. Continuity management: Implements and contributes to the development of a continuity management plan. Coordinates the assessment of risks to the availability, integrity and confidentiality of systems that support critical business processes. Coordinates the planning, designing, and testing of maintenance procedures and contingency plans. Data management: Assists in providing accessibility, retrievability, security and protection of data in an ethical manner. Methods and tools: Provides support on the use of existing method and tools. Configures methods and tools within a known context. Creates and updates the documentation of methods and tools. To maintain the Information Security related documentation of assigned IT Assets in the DB Group IT Asset inventory. Change and Transformation Requirements definition and management: Assists in the definition and management of requirements. Uses standard techniques to elicit, specify, and document requirements for simple subject areas with clearly-defined boundaries. Assists in the creation of a requirements baseline and in investigating and applying authorised requests for changes to base-lined requirements, in line with change management policy. Delivery and operation Availability management: Contributes to the availability management process and its operation and performs defined availability management tasks. Analyses service and component availability, reliability, maintainability and serviceability. Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels. Implements arrangements for disaster recovery and documents recovery procedures. Conducts testing of recovery procedures. Service acceptance: Engages with project management to confirm that products developed meet the service acceptance criteria and are to the required standard. Feeds into change management processes. Configuration management: Applies tools, techniques and processes to track, log and correct information related to configuration items. Verifies and approves changes ensuring protection of assets and components from unauthorised change, diversion and inappropriate use. Ensures that users comply with identification standards for object types, environments, processes, lifecycles, documentation, versions, formats, baselines, releases and templates. Performs audits to check the accuracy of information and undertakes any necessary corrective action under direction. Asset management: Applies tools, techniques and processes to create and maintain an accurate asset register. Produces reports and analysis to support asset management activities and aid decision making. Change management: Develops implementation plans for complex requests for change. Evaluates risks to the integrity of service environment inherent in proposed implementations (including availability, performance, security and compliance of the business services impacted). Seeks authority for those activities, reviews the effectiveness of change implementation, and suggests improvement to organisational procedures governing change management. Leads the assessment, analysis, development, documentation and implementation of changes based on requests for change. Security administration: Investigates minor security breaches in accordance with established procedures. Assists users in defining their access rights and privileges. Performs non-standard security administration tasks and resolves security administration issues. Application support: Drafts and maintains procedures and documentation for applications support. Manages application enhancements to improve business performance. Advises on application security, licensing, upgrades, backups, and disaster recovery needs. Ensures that all requests for support are dealt with according to set standards and procedures. Problem management: Ensures that appropriate action is taken to anticipate, investigate and resolve problems in systems and services. Ensures that such problems are fully documented within the relevant reporting system(s). Enables development of problem solutions. Coordinates the implementation of agreed remedies and preventative measures. Analyses patterns and trends. To support key role holders such as ITAOs and ISOs to develop a secure environment by evaluating the IT Security requirements as early as possible in the system development life cycle to select the applicable information security controls for implementation. To guide ITAOs on the implementation of compensating controls in case of deviations from the applicable information security controls. To approve the access control and user authorization approach of the assigned IT Assets. To execute and document periodical recertification of Access Rights in compliance with the DB Group Identity and Access Processes. Incident management: Ensures that incidents are handled according to agreed procedures. Investigates escalated incidents to responsible service owners and seeks resolution. Facilitates recovery, following resolution of incidents. Ensures that resolved incidents are properly documented and closed. Analyses causes of incidents, and informs service owners in order to minimise probability of recurrence, and contribute to service improvement. Analyses metrics and reports on performance of incident management process. Your skills and experience Experience 6 to 9 years IT Service Management, IT Governance or IT Project Management background. Excellent communication and presentation skills, highly organized and disciplined. Experienced in working with multiple stakeholders. Ability to create and naturally maintain good business relationships with all stakeholders. Comfortable working in VUCA (Volatility Uncertainty Complexity Ambiguity) and highly dynamic environments. Rounded knowledge and experience of all the following Information Security processes; Application and Infrastructure Security Identity and Access management Information Security Incident and Problem Management Information Security Governance for business and technology Information Security Risk Management Expert knowledge of DB Information Security Principles, Policies, and Procedures Profound experience in business and IT processes and respective Information Security requirements. Extensive experience with financial markets and institutions. Excellent analytical skills, flexibility regarding problem solving. Ability to work in fast paced environment and keep pace with technical/ operational innovation. Open minded, able to share information, transfer knowledge and expertise to team members. Keeps pace with technical/operational innovation & maintains understanding of the CIO technologies, as well as CISO service and technology offerings ITAO will typically have a rather limited technical hands on involvement. A high-level understanding on the products/technologies below is welcomed: Databases: mainly Oracle Application/web servers (like J2EE based, especially JBoss, Tomcat, WebLogic Server, Apache) Management of security certificates. Unix servers very basic administration Microservices and SOA Communication and encryption protocols (mainly HTTP(S), SSL) Networking (firewalls, load balancers, etc) High Availability Architecture. Reasonable understanding and relevant experience in Agile-Scrum delivery and main tools (Jira & Confluence); 4-5 years of work experience in IT; 2-3 years project management or application owner experience. Preferable skills: Experience working with distributed development teams; Experience in finance products Experience on Google Cloud Security and Management Degree in Information Security or a comparable education In addition, the following education/certification attainment will be beneficial: CISSP (Certified Information Systems Security Professional) or equivalent. ISSMP (Information Systems Security Management Professional). CISM (Certified Information Security Manager) or equivalent Skills and quality Quality assurance: Contributes to the collection of evidence and the conduct of formal audits or reviews of activities, processes, data, products or services. Examines records for evidence that appropriate testing and other quality control activities have taken place and determines compliance with organisational directives, standards and procedures. Identifies non-compliances, non-conformances and abnormal occurrences. Conformance review: Collects and collates evidence as part of a formally conducted and planned review of activities, processes, products or services. Examines records as part of specified testing strategies for evidence of compliance with management directives, or the identification of abnormal occurrences. Digital forensics: Contributes to digital forensic investigations. Processes and analyses evidence in line with policy, standards and guidelines and supports production of forensics findings and reports. To contribute to the Information Security Incident Management Process in the case of a security breach for their IT-Assets, if requested. Relationships and engagement Relationship management: Identifies the communications and relationship needs of stakeholder groups. Translates communications/stakeholder engagement strategies into specific activities and deliverables. Facilitates open communication and discussion between stakeholders, acting as a single point of contact by developing, maintaining and working to stakeholder engagement strategies and plans. Provides informed feedback to assess and promote understanding. Facilitates business decision-making processes. Captures and disseminates technical and business information. Experience/Exposure Autonomy: Works under general direction. Uses discretion in identifying and responding to complex issues and assignments. Receives specific direction, accepts guidance and has work reviewed at agreed milestones. Determines when issues should be escalated to a higher level. Influence : Interacts with and influences colleagues. Has working level contact with customers, suppliers and partners. May supervise others or make decisions whichimpactthe work assigned to individuals or phases of projects. Understands and collaborates on the analysis of user/customer needs and represents this in their work. Complexity: Performs a range of work, sometimes complex and non-routine, in a variety of environments. Applies methodical approach to issue definition and resolution. Knowledge: Has a sound generic, domain and specialist knowledge necessary to perform effectively in the organization typically gained from recognized bodies of knowledge and organizational information. Demonstrates effective application of knowledge. Has an appreciation of the wider business context. Takes action to develop own knowledge. Business skills: Demonstrates effective communication skills. Plans, schedules and monitors own work (and that of others where applicable) competently within limited deadlines and according to relevant legislation, standards and procedures. Contributes fully to the work of teams. Appreciates how own role relates to other roles and to the business of the employer or client. Demonstrates an analytical and systematic approach to issue resolution. Takes the initiative in identifying and negotiating appropriate personal development opportunities. Understands how own role impacts security and demonstrates routine security practice and knowledge required for own work. Cloud Migration and Understanding : Basic Knowledge on IaaS/PaaS/SaaS and migration from different environments to Cloud

Undertake internal and client-facing consultancy, including IT service and governance reviews, health checks, trend analysis, benchmarking, Total Cost of Ownership (TCO), compliance reviews, and Service Improvement Programmes (SIPs). Lead and manage IT operations, ensuring efficient and effective delivery of IT services. Focus on all ITIL service management lifecycle stages and processes within outsourcing bids, consulting assignments, or implementations. Provide technical leadership and drive delivery teams to achieve project goals. Manage both technical and delivery leaderships, ensuring effective communication and collaboration. Primary Skills Conduct service audits as part of the bid and transition process, either as stand-alone projects, during bids, or as part of IT outsourcing transitions or transformations Provide ITIL service strategy advice and service design solutions to address service issues for both prospects and customers. Oversee specific/multiple work streams, manage resources and budgets, ensure ITIL-aligned processes, procedures, and work instructions are produced to required standards and are trained upon. Ensure related service integration for services by multiple service towers and providers is completed. Build customer relationships by delivering above client expectations on assigned deliverables, proactively identifying add-on work, and assisting in identifying cross-sales leads. Secondary Skills Certification in ITIL or other IT service management frameworks. Experience with IT outsourcing transitions and transformations. Strong problem-solving and analytical skills.

9-10 or more years of service management; ITIL v3 Certified (foundation as a minimum, manager or expert level desirable); Strong verbal and writing skills in order to effectively communicate information to clients and internal team members; Awareness of a number of service management tools such as BMCs IT Service Management (ITSM, Remedy); Time management skills to meet agreed targets; Experience of designing, developing and/or implementing ITIL aligned processes; Strong analytical skills are needed to critically evaluate the information gathered from multiple sources, reconcile conflicts, decompose high-level information into details; Facilitation skills to lead requirements gathering workshops and provide training to clients and internal team members; Interpersonal skills, to help negotiate priorities and to resolve conflicts among project stakeholders; such as clients and internal team members; Primary Skills They must knowledge/experience with Incident, MIM, Service Request, Problem, Change management and SLA reporting. A Senior Service Management Consultant can be a member of a team, leading the team, assisting the lead or working independently. They lead or work independently designing, developing and implementing deliverables, conducting research and performing analysis. Secondary Skills Apart from these, other critical area is CMDB / Asset Management / SCAM The Service Management Consultant focuses on all of the ITIL service management lifecycle stages and a number of its processes within an outsourcing bid, consulting assignment or an implementation. They will be responsible for aspects of the overall delivery.

Job Description Job Purpose The Manager, Client Support acts as a leader, coach, and supervisor of a team of customer support professionals. As a leader, the Manager will collaborate, identify and own opportunities to apply efforts toward the continuous improvement of efficiency and delivery of the support experience to ICE Mortgage clients. As a coach, the Manager is responsible for driving the development of their team - as a team, and individually, to ensure effectiveness and job satisfaction. As the supervisor of their team, the Manger is accountable for ongoing performance and service delivery against the objectives and goals of the business and department. As part of their guiding philosophy, the Manager should drive competitive advantage through improving operational efficiency, empowerment of their staff, effectiveness of service delivery, and customer satisfaction and retention. Responsibilities Manage to business processes, which, when implemented, will lead to exceptional performance. Manage to a set consistent service delivery key performance indicators as required by functional role. Create a cooperative environment where full understanding of the performance and enablers of best in classTechnical Support team are fully understood across all team members. Select and recruit team members with high potential in service delivery. Manage timely departmental workflow and productivity, as well as enhance agent experience and knowledge. Develop tactical proposals for the department to support company initiatives. Identify and implement procedures and training tools for the agents on troubleshooting, customer service skills and handling severity issues. Develop Technical Support staff through effective hiring, coaching, evaluative performance feedback and guidance. Provide leadership and training for all associates in a professional and positive manner to promote corporate goals and achieve department objectives. Administer staff effectively to balance individual, team, departmental, and organizational goals and obligations. Knowledge and Experience 5+ years minimum experience in a customer-facing technical support, or equivalent roles. Technical Savvy: Exhibits a willingness and desire to learn diverse, job-appropriate technologies and technical skills. Capacity to understand technical concepts, processes, procedures, and tools. Strong working knowledge of operational best-practices which govern delivery of technical support. Decision Quality: Makes sound, timely decisions toward agreed upon personal, company, and departmental/team objectives and goals. Consistently demonstrates good judgement; Considers relevant factors; Applies good practices and methodology to decision making. Possesses and understanding of, or can demonstrate the capacity for functional understanding of the concepts of case and problem management. Drives Results: Is able to consistently demonstrate achievement of results toward goals and objectives. Persistent; Empowered; Promotes and appropriately encourages others to meet/exceed goals. Capable of managing and driving teams cross-functionally toward tactical goals, including the engagement in, and leadership toward Major Incident Management. Manages Complexity: Possesses the capability, capacity, and patience to collect and consider complex, large quantities, and/or potentially contradictory information in the process of triage, problem analysis, and resolution. Critical thinking; Problem solving. Excellent analytical and problem resolution skills. Communicates Effectively: Develops and delivers, by written and oral communications, information which is clear, salient, and audience-appropriate. Listens attentively; Adapts communication style to the audience and setting; Communicates effectively in large and small groups, and one-to-one. Excellent written and verbal communication Plans and Aligns: Successfully applies effort toward the planning and prioritization of work efforts necessary to support and satisfy commitments aligned with organizational goals. Objective oriented; Develops initiatives and actions to support objectives; Anticipates and adjusts; Plans for contingencies. Excellent organizational and time management skills. Drives Engagement: Actively works to motivate and create a climate of high-engagement and orientation toward achievement of objectives and goals. Empowers; Invites input; Fosters visibility and ownership. Ability to lead, train and motivate staff at all levels and cross-functionally. Action Oriented: Seeks new opportunities and challenges with urgency, energy, and enthusiasm. Can-do attitude; Steps-up to challenges; Bias for action. Ability to set goals and meet deadlines at the initiative, project and task level. Ability to delegate appropriately and monitor/measure effectiveness. Customer Focus: Exhibits a sense of dedication to meeting the expectations and requirements of the customer. Actions are considerate of customer need and perception; Builds and maintains functional and appropriate relationships; Gains trust and garners the respect of the customer. Excellent customer service and crisis management skills. Collaborates: Partners and works collaboratively to meet shared objectives. Cooperative; Fair; Trustworthy. Ability to work well with all levels of management. Strategic Mindset: Possesses the ability to rationalize future possibilities and translate into actionable and breakthrough strategies. Anticipates trends; Develops future/forward-thinking scenarios. Preferred Knowledge and Experience Resilient: Capable of handling setbacks, adversity, and crises effectively and with poise. Maintains positive attitude; Handles pressure; Finds growth in adversity. Thought Leader: Recognized as an authority or expert in their field whose opinions are informed and trusted. Innovative; Inspiring; Passionate. Manages Ambiguity: Demonstrates an ability to remain productive and function effectively in the role when situations are uncertain, unclear, or where situational information is not complete. Adaptable; Flexible; Resilient. Nimble Learning: Willingly and actively learns through experimentation and problem solving. Curious; Learns concepts quickly; Seeks knowledge. Strong knowledge of, recognition of importance, and willingness to drive adherence to company policies, procedures and process. Full knowledge of Client Support, Technical Support, or equivalent operational functions, procedures and quality of service measurement. Bachelors degree in Business Administration or Computer Science preferred.

Job Description Job Purpose As a SQL Database Administrator, you will be part of the Global Data Services team with accountability for designing, testing, implementing, and maintaining the organization s databases across multiple platforms, technologies (e. g. , relational, non-relational and warehousing) and computing environments (e. g. , host based, distributed systems, client server). The successful candidate will be responsible for all aspects of data and database administration. Responsibilities SQL DBA with 24/7 support for financial applications. Good experience in different MS SQL Server versions 2012, 2014, 2016, 2017 2019. MS SQL Server installations/Patching on Standalone/Cluster environment. Should support database upgrades and patches, capacity planning and other activities as may be necessary. Database backup and recovery. Creating, configuring, monitoring, scheduling troubleshooting jobs. Configuring and troubleshooting Log shipping, Mirroring, High Availability. Configuring, Reinitializing, and troubleshooting Replication. Troubleshooting clustering issues. SQL Server Database Performance Tuning. Detecting and troubleshooting Security and remote connectivity issues. RCA Provision and Problem management. Monitored data activities (i. e. database status, logs, space utilization, extents, Checkpoints, locks and long transactions). Understanding of Mount points. Good knowledge on PowerShell scripting would be added advantage. Knowledge and Experience Bachelor s Degree in Computer Science, Information Technology or related field 4+ years of experience with production database management, preferably with Microsoft SQL Server Oracle Experience with Microsoft Replication design, implementation, and support Experience with Microsoft SQL Server Always On availability groups - design, implementation, and support Technical architecture and documentation skills, preferably with Visio Ability to independently complete projects with minimal guidance Ability to work an on-call schedule, after hours and weekends as needed. Ability to learn new technology with a willingness to teach.