4444 Problem Management Jobs - Page 25

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

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

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

About The Role Project Role : Software Development Engineer Project Role Description :Analyze, design, code and test multiple components of application code across one or more clients. Perform maintenance, enhancements and/or development work. Must have skills : ServiceNow IT Service Management Good to have skills : NAMinimum 3 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As a Software Development Engineer, you will engage in a dynamic work environment where you will analyze, design, code, and test various components of application code for multiple clients. Your day will involve collaborating with team members to ensure the successful implementation of enhancements and maintenance tasks, while also focusing on the development of new features to meet client needs. You will be responsible for troubleshooting issues and providing solutions, ensuring that the applications function optimally and meet the required standards of quality and performance. Your role will also include documenting your work and participating in team discussions to share insights and best practices, contributing to a culture of continuous improvement and innovation. Roles & Responsibilities:- Expected to perform independently and become an SME.- Required active participation/contribution in team discussions.- Contribute in providing solutions to work related problems.- Collaborate with cross-functional teams to gather requirements and translate them into technical specifications.- Conduct code reviews to ensure adherence to best practices and coding standards. Professional & Technical Skills: - Must To Have Skills: Proficiency in ServiceNow IT Service Management.- Strong understanding of IT service management processes and best practices.- Experience with incident, problem, and change management modules in ServiceNow.- Familiarity with scripting languages and automation tools within the ServiceNow platform.- Ability to troubleshoot and resolve technical issues efficiently. Additional Information:- The candidate should have minimum 3 years of experience in ServiceNow IT Service Management.- This position is based at our Bengaluru office.- A 15 years full time education is required. Qualification 15 years full time education

About The Role Project Role : Application Support Engineer Project Role Description :Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems. Must have skills : IBM Maximo Good to have skills : NAMinimum 3 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Support Engineer, you will act as software detectives, providing a dynamic service that identifies and resolves issues within various components of critical business systems. Your typical day will involve collaborating with team members to troubleshoot software problems, ensuring system functionality, and enhancing user experience through effective solutions. You will engage with stakeholders to understand their needs and provide timely support, contributing to the overall efficiency of business operations. Roles & Responsibilities:- Expected to perform independently and become an SME.- Required active participation/contribution in team discussions.- Contribute in providing solutions to work related problems.- Assist in the documentation of processes and solutions to enhance team knowledge.- Provide training and support to junior team members to foster their development. Professional & Technical Skills: - Must To Have Skills: Proficiency in IBM Maximo.- Good To Have Skills: Experience with ITIL framework.- Strong analytical skills to diagnose and resolve software issues.- Familiarity with database management and SQL queries.- Experience in scripting languages for automation of tasks. Additional Information:- The candidate should have minimum 3 years of experience in IBM Maximo.- This position is based at our Hyderabad office.- A 15 years full time education is required. Qualification 15 years full time education

Do RESPONSIBILITIES Drive the efficiency and effectiveness of the Incident Management process Ensure all Incidents are correctly prioritized, categorized, routed, restored/resolved and closed as per the Process defined and agreed with the Customer Regular communication updates to the Customer, End-Users and other Stakeholders during the entire Incident Management cycle Knowledge management activities - creation and sustenance Meet the SLAs and other KPIs agreed and produce the Process Performance Reports Ensuring Process adherence across the Account and extending the Support for Process audits and assessments. Bring in Service improvements and close the Gaps as per the Audits and Assessments Conduct Incident and Major management training and spread awareness Monitor the effectiveness of the IT Service Management tool and ensure it is aligned to the process execution KEY SKILLS AND COMPETENCIES Excellent people management and operational skills Ability to interact with all levels of the Customer and IT provider organization Good presentational skills Effective communication skills Reasonable technical understanding and an ability to translate technical requirements and specifications into easily understood business issues ITIL Foundation Level Training or knowledge required, preferred ITIL SO intermediate certification 5-8 years of experience in IT Service Management Mandatory Skills: ITIL Incident Mgmt .Experience: 3-5 Years .

Must have minimum 10-12 yrs experience in Integration Technologies like BizTalk, SSIS, Web Services. Hands-on experience in BizTalk 2020, SSIS 2019, IIS 10.0+. Must have minimum 6 yrs experience in Operations and ITIL processes. Ability to work independently and if required lead a team of 5-10 members. Experience in customer facing role, team building & escalation management. Experience in analysing impact of critical changes and ability to drive P1/P2 incident calls & troubleshooting to resolve issues at earliest. Experience in installation, configuring, deployment and upgradation of BizTalk applications and web services. Experience with WCF-SAP, WCF-Custom, SQL, Oracle, FTP, SFTP, SMTP adapters. Nice to have knowledge of Cloud Integration adapters. Monitoring BizTalk applications with SCOM, BizTalk 360, and other monitoring tools. Nice to have experience in creating automation scripts and tools. Fluent communication skills in English. German language is an advantage. Willingness to work in 24*7 rotational shifts. Mandatory Skills: BizTalk .Experience: 5-8 Years .

About The Role Skill required: Trust & Safety - Workforce Management (WFM) Designation: Workforce Services Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years What would you do? Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Therefore, any role supporting content moderation needs strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their role responsibilities. Active participation in Accentures well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being. An institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics. What are we looking for? DUTIES AND RESPONSIBILITIES:Monitor daily operational metrics (SLA/KPI s/Adherences etc...) on real time basis Publishing real time reports for performance monitoring ,coordinating with internal/ external stake holders as in when required Preparing RCA, Maintaining Downtime trackers , Proposing schedule changes to meet performance , Acting on Roster Swap / Week off Swap / Break Swap requested received through email or tool. Deliver timely ad hoc and standard operational reports Work with process subject matter experts from each functional team Assist in designing insightful report views (excel-based or tool-based or dashboards) Provide regular and ad-hoc results interpretation to Accenture management as requested Utilize data to identify trends and opportunities for improvement Work with other teams and stakeholders to identify opportunities to improve performance results in accordance with contractual agreements between Accenture, vendors and clients Perform Quality Assurance (QA) on reporting analysis performed by other reporting groups as neededKEY QUALIFICATIONS/SKILLS Graduate with 2 years of working experience with Metrics and Reporting Make/propose improvements to work products, services or processes Excellent oral and written communication skills. Comply with Accenture standards, procedures and policies Build skills (self or others) needed to execute responsibilities Working experience on WFM tools, applications and functions is preferredOVERALL PURPOSE OF JOB:Responsible to execute all WFM related activities as directed by function and/or supervisor. Exhibit collaboration and effective communication skills to generate quality outcomes. Whenever necessary do the root cause analysis for leadership and/or client.** Willing to work in 24*7 environment with rotational shifts and Week offs . Roles and Responsibilities: In this role you are required to do analysis and solving of lower-complexity problems Your day to day interaction is with peers within Accenture before updating supervisors In this role you may have limited exposure with clients and/or Accenture management You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments The decisions you make impact your own work and may impact the work of others You will be an individual contributor as a part of a team, with a focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation

About The Role Project Role : Software Development Engineer Project Role Description :Analyze, design, code and test multiple components of application code across one or more clients. Perform maintenance, enhancements and/or development work. Must have skills : ServiceNow IT Service Management Good to have skills : NAMinimum 3 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As a Software Development Engineer, you will engage in a dynamic work environment where you will analyze, design, code, and test various components of application code for multiple clients. Your day will involve collaborating with team members to ensure the successful implementation of enhancements and maintenance tasks, while also focusing on the development of new features to meet client needs. You will be responsible for troubleshooting issues and providing solutions, ensuring that the applications function optimally and meet the required standards of quality and performance. Your role will also include documenting your work and participating in team discussions to share insights and best practices, contributing to a culture of continuous improvement and innovation. Roles & Responsibilities:- Expected to perform independently and become an SME.- Required active participation/contribution in team discussions.- Contribute in providing solutions to work related problems.- Collaborate with cross-functional teams to gather requirements and translate them into technical specifications.- Conduct thorough testing and debugging of application components to ensure high-quality deliverables. Professional & Technical Skills: - Must To Have Skills: Proficiency in ServiceNow IT Service Management and Angular.- Strong understanding of IT service management processes and best practices.- Experience with application development methodologies and frameworks.- Familiarity with coding languages relevant to ServiceNow development.- Ability to analyze and troubleshoot application issues effectively. Additional Information:- The candidate should have minimum 3 years of experience in ServiceNow IT Service Management. Additionally candidate must have Angular experience.- This position is based at our Bengaluru office.- A 15 years full time education is required. Qualification 15 years full time education

About The Role Project Role : Technology Architect Project Role Description :Design and deliver technology architecture for a platform, product, or engagement. Define solutions to meet performance, capability, and scalability needs. Must have skills : ServiceNow IT Service Management Good to have skills : NAMinimum 12 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As a Technology Architect, you will design and deliver technology architecture for various platforms, products, or engagements. Your typical day will involve collaborating with cross-functional teams to define solutions that meet performance, capability, and scalability needs. You will engage in discussions to ensure that the architecture aligns with business objectives and technical requirements, while also addressing any challenges that arise during the development process. Your role will require you to stay updated on industry trends and best practices to ensure that the solutions you propose are innovative and effective. Roles & Responsibilities:- Expected to be an SME.- Collaborate and manage the team to perform.- Responsible for team decisions.- Engage with multiple teams and contribute on key decisions.- Expected to provide solutions to problems that apply across multiple teams.- Facilitate knowledge sharing sessions to enhance team capabilities.- Evaluate and recommend new technologies that can improve system performance. Professional & Technical Skills: - Must To Have Skills: Proficiency in ServiceNow IT Service Management.- Strong understanding of IT service management processes and best practices.- Experience with system integration and data migration strategies.- Ability to design scalable and high-performance architecture solutions.- Familiarity with cloud computing concepts and deployment models. Additional Information:- The candidate should have minimum 12 years of experience in ServiceNow IT Service Management.- This position is based at our Bengaluru office.- A 15 years full time education is required. Qualification 15 years full time education

About The Role About The Role Digital Core Assurance Consultant Communications & Media Management Level:Analyst /Consultant / Team Lead Location: Bengaluru / Gurugram / Pune / Mumbai / Remote options available Travel: As per project requirements Role Overview As a Digital Core Assurance Consultant, you will work with clients in the Communications & Media industry to design, shape, and deliver assurance transformation programs. You will leverage your consulting expertise, telecom assurance domain knowledge, and familiarity with digital platforms (e.g., ServiceNow) to drive value through operational maturity, automation, and process optimization. Key Responsibilities Consulting & Transformation Delivery Lead or support client engagements focused on assurance maturity improvement, process re-engineering, and platform adoption Conduct as-is / to-be assessments of assurance functions such as Fault, Performance, and Workforce Management Support definition and design of end-to-end assurance frameworks including Experience Management, Service Operations, and Connectivity Management Solutioning & Platform Enablement Translate assurance use cases into ServiceNow platform capabilities (e.g., AIOps, CMDB, FSM, ITOM, Service Assurance modules) Define business requirements, functional workflows, and impact analysis across assurance layers Collaborate with platform teams to design solution blueprints and integration flows across BSS/OSS Client Interaction & Stakeholder Engagement Engage with telecom clients, operations teams, and business stakeholders to identify key pain points and improvement areas Conduct workshops, capability maturity assessments, and transformation roadmap sessions Develop executive-level presentations and contribute to RFPs / proposals Practice Development & Knowledge Sharing Contribute to internal asset development:accelerators, maturity models, process maps, and reference architectures Stay current on emerging technologies and trends (e.g., GenAI in Assurance, predictive maintenance, cloud-native platforms) Mentor junior team members and support capability building within the Digital Assurance practice Key Skills & Competencies Strong telecom assurance background:Incident/Problem Management, Fault & Performance Monitoring, Service Health, CMDB, and RCA Hands-on exposure to ServiceNow (ITOM, FSM, or CSM modules preferred) Strong consulting toolkit:business case creation, stakeholder analysis, process design, transformation roadmap Solid understanding of ITIL, TM Forum frameworks (eTOM, SID), and telecom operational models Analytical mindset, excellent problem-solving skills, and the ability to thrive in cross-functional environments Strong communication, facilitation, and presentation skills Preferred but Not Mandatory Exposure to AI/ML-based assurance, real-time analytics, or automation in telecom networks Prior experience in Assurance-led transformation for 5G, SD-WAN, or Enterprise services Experience with Agile/DevOps methodologies and tools Qualification Educational Qualification Bachelors degree in engineering, IT, or related disciplines & MBA is a Must Certifications in ITIL, ServiceNow, or Telecom domains will be an advantage Experience Requirements 5+ years of experience in the Telecommunications industry with deep exposure to service assurance, operations, or IT transformation Minimum 3 years in consulting or digital transformation programspreferably with a Tier-1 consulting firm or a system integrator Experience in working with or delivering projects on platforms like ServiceNow, Amdocs, Netcracker, or equivalent (ServiceNow experience is a strong advantage but not mandatory) Strong understanding of telecom operations, BSS/OSS domains, and assurance lifecycle from customer experience to service operations

About The Role Project Role : Software Development Engineer Project Role Description :Analyze, design, code and test multiple components of application code across one or more clients. Perform maintenance, enhancements and/or development work. Must have skills : ServiceNow IT Service Management Good to have skills : NAMinimum 3 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As a Software Development Engineer, you will engage in a dynamic work environment where you will analyze, design, code, and test various components of application code for multiple clients. Your day will involve collaborating with team members to ensure the successful implementation of enhancements and maintenance tasks, while also focusing on the development of new features to meet client needs. You will be responsible for troubleshooting issues and providing solutions, ensuring that the applications function optimally and meet the required standards of quality and performance. Roles & Responsibilities:- Expected to perform independently and become an SME.- Required active participation/contribution in team discussions.- Contribute in providing solutions to work related problems.- Collaborate with cross-functional teams to gather requirements and translate them into technical specifications.- Conduct code reviews to ensure adherence to best practices and coding standards. Professional & Technical Skills: - Must To Have Skills: Proficiency in ServiceNow IT Service Management.- Strong understanding of IT service management processes and best practices.- Experience with application development and maintenance in ServiceNow.- Familiarity with scripting languages and tools used in ServiceNow.- Ability to troubleshoot and resolve technical issues efficiently. Additional Information:- The candidate should have minimum 3 years of experience in ServiceNow IT Service Management.- This position is based at our Hyderabad office.- A 15 years full time education is required. Qualification 15 years full time education

Role: The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipros Service Desk objectives Do: Be responsible for primary user support and customer service Respond to queries from all calls, portal, emails, chats from the client Become familiar with each client and their respective applications/ processes Learn fundamental operations of commonly-used software, hardware and other equipment Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework Regular MIS & resolution log management on queries raised Record events and problems and their resolution in logs Follow-up and update customer status and information Pass on any feedback, suggestions, escalations by customers to the appropriate internal team Identify and suggest improvements on processes, procedures etc. Mandatory Skills: Service Desk Management .

Do RESPONSIBILITIES Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs Driving the MI Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration. Coordinating with the respective SMEs for speedy resolution of the Major Incident Ensuring the Major incident is resolved within the SLAs agreed with the Customer Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high. Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed. Ensuring that all the resolution procedures are updated in the knowledge database / Work log Conducting a review meeting with relevant members to identify the triggers for the Major Incidents, what caused them, and how to prevent such Incidents happening in future. Ensuring that the causes for all Major incidents are analyses and root cause is identified (through coordinating with problem Management process) Coordinating with the process managers (capacity manager, Availability manager, IT Service continuity manager, etc.) on need basis to avoid reoccurring of the major incidents Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process. Conducting the training / knowledge sharing sessions across the teams/new joiners to avoid occurring of the major incidents KEY SKILLS AND COMPETENCIES 8-10 years exp in driving the service operations. Min 8 year of experience in managing the IM and MIM processes Preferably ITIL Expert, or Min two ITIL Intermediate certified professional Strong analytical, communication, presentation and reporting skills Good leadership, people management and operational skills Should have exposure to ITIL practices. Good written & verbal communication skills Experience in helpdesk environment Highly motivated individual, with a positive & pro-active attitude to work, and willingness to make changes to improve operational efficiency through, innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere Ability to work in shift and flexible schedule Ability to motivate staff Excellent team skills with ability to listen and contribute to discussions and meetings Building & Maintaining Relationships End to end ownership for customer satisfaction through levels of support Planning and organization & working well with Virtual Team Virtual Team Management Skills Relationship Management for services and vendors interface Mandatory Skills: ITIL Incident Mgmt .Experience: 5-8 Years .

Role: The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipros Service Desk objectives Do: Be responsible for primary user support and customer service Respond to queries from all calls, portal, emails, chats from the client Become familiar with each client and their respective applications/ processes Learn fundamental operations of commonly-used software, hardware and other equipment Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework Regular MIS & resolution log management on queries raised Record events and problems and their resolution in logs Follow-up and update customer status and information Pass on any feedback, suggestions, escalations by customers to the appropriate internal team Identify and suggest improvements on processes, procedures etc. Mandatory Skills: Service Desk Management .

Do RESPONSIBILITIES Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs Driving the MI Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration. Coordinating with the respective SMEs for speedy resolution of the Major Incident Ensuring the Major incident is resolved within the SLAs agreed with the Customer Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high. Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed. Ensuring that all the resolution procedures are updated in the knowledge database / Work log Conducting a review meeting with relevant members to identify the triggers for the Major Incidents, what caused them, and how to prevent such Incidents happening in future. Ensuring that the causes for all Major incidents are analyses and root cause is identified (through coordinating with problem Management process) Coordinating with the process managers (capacity manager, Availability manager, IT Service continuity manager, etc.) on need basis to avoid reoccurring of the major incidents Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process. Conducting the training / knowledge sharing sessions across the teams/new joiners to avoid occurring of the major incidents KEY SKILLS AND COMPETENCIES 8-10 years exp in driving the service operations. Min 8 year of experience in managing the IM and MIM processes Preferably ITIL Expert, or Min two ITIL Intermediate certified professional Strong analytical, communication, presentation and reporting skills Good leadership, people management and operational skills Should have exposure to ITIL practices. Good written & verbal communication skills Experience in helpdesk environment Highly motivated individual, with a positive & pro-active attitude to work, and willingness to make changes to improve operational efficiency through, innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere Ability to work in shift and flexible schedule Ability to motivate staff Excellent team skills with ability to listen and contribute to discussions and meetings Building & Maintaining Relationships End to end ownership for customer satisfaction through levels of support Planning and organization & working well with Virtual Team Virtual Team Management Skills Relationship Management for services and vendors interface Mandatory Skills: ITIL Incident Mgmt .Experience: 5-8 Years .

Role Purpose The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account. Do Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms Strategy Planning with Senior Stakeholders Collaborate with leaders to provide strategic and operational plans associated with the account Plan the strategy for the coming years by identifying new geographies for alternate revenue streams Ensure a deep enough understanding of clients individual experiences to head off potential issues before they become problems Contract compliance & adherence Ensure all SLA parameters are met in the account and maintain a green card at all times Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited Monitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelines Delivery governance in the account Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project Ensure a green card for all accounts in terms of performance and quality Monitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flags Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders Lead and manage project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage Ensure regular invoicing as per the contract terms and condition Forecast and track key account metrics Invoicing Timely submission of invoices to the client as defined in the SOW Provide information required and resolve any invoicing issues raised by the client Collect and analyze statistics (costs, customer service metrics etc.) Assume responsibility of budgeting and tracking expenses Ensure outstanding performance against key metrics mentioned in the agreement Regular cadence around contract compliance Evaluate performance with key metrics (accuracy, customer service metrics etc.) Set direction for the team, track progress against targets through regular cadence calls and course correct as require Drive the focus of the team on quality and adherence to contract compliance processes Drive and implement structured cadence around quality, both process and transactional Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc. Resource Allocation & Retention Conduct effective resource planning to maximize the productivity of resources (people, technology etc.) Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery Optimize manpower and minimize leakages by working closely with delivery head Ensure retention by offering relevant trainings and certifications of all allocated resources Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects Mandatory Skills: Health and Welfare (HW) .Experience: 5-8 Years .

Manage end-to-endcredit assessmentfor loan products within the designated area. Review and evaluate loan applications based on internal policies and regulatory guidelines. Monitor portfolio quality, ensuring low delinquency and adherence to risk parameters. Coordinate withsales teams and branch managersto support business growth while maintaining credit discipline. Conductfield visits, financial analysis, and verification to ensure authenticity of applicant data. Ensure timely processing of applications and maintainTAT (Turnaround Time)standards. Identify and escalate high-risk cases to theRegional Credit Headfor further review. Analyze credit reports, bank statements, and financial documents to assess repayment capacity. Provide training and guidance to branch credit officers for maintaining policy compliance. MaintainMIS reportsand share regular updates on portfolio performance with senior management.

As an Associate Developer at IBM, you'll work with clients to co-create solutions to major real-world challenges by using best practice technologies, tools, techniques, and products to translate system requirements into the design and development of customized systems. In your role, you will be responsible for: Your primary responsibilities include: Working on the end to end feature development and solving challenges faced in the implementation. Collaborate with key stakeholders, internal and external, to understand the problems, issues with the product and features and solve the issues as per SLAs defined. Being eager to learn new technologies and implementing the same in feature development Required education Bachelor's Degree Preferred education Master's Degree Required technical and professional expertise Minimum 3+ years and 2+ years in ServiceNow Experience in ServiceNow ITSM, CMDB, GRC, HRSD, ITOMmodule with experience in implementation, configuration, updates & troubleshooting. Deep understanding and solutioning capabilities in ServiceNow Global scope and foundational data such as Location, Organization, CMDB In-depth experience and solutioning capabilities using Scoped Application Working knowledge to develop on Service Catalog. Preferred technical and professional experience Expertise in ServiceNow ITSM product Experience in develop integration using JDBC/SQL/SOAP/REST with various type of systems directly or through mid-server Should have CSA, CAD and CIS-ITSM Certifications

As a Senior Software Developer – Infrastructure you will work with a strong focus on Infrastructure and DevOps, specializing in building scalable, automated solutions to streamline deployment pipelines, infrastructure management, and system reliability. Proficient in cloud platforms, IaC tools like Terraform and Ansible, CI/CD, and container orchestration. Adept at bridging development and operations to accelerate delivery and improve system performance. Support IBM Cloud Architect and support deployment strategies for applications running on IBM Cloud, and Kubernetes clusters. Ensure System Reliability and MonitoringImplement monitoring, logging, and alerting solutions improving system uptime, observability, and incident response readiness. Collaborate Across TeamsWork closely with developers, architects, and operations teams to align infrastructure with business and technical needs, following Agile and DevSecOps Maintain Security and Compliance Standards: Apply IBM’s security best practices for infrastructure and DevOps processes, Drive DevOps Best Practices Champion DevOps culture by continuously improving processes, tools, and workflows to enhance scalability, speed, and quality across delivery teams Required education Bachelor's Degree Preferred education Bachelor's Degree Required technical and professional expertise Minimum 7+ Years of Experience Team leadership & global support for system monitoring & operations. Deep Knowledge on IBM Cloud & Security IBM Cloud VPC, Classic, Multi-zone deployments. Linux Proficiencyvery strong knowledge of Linux operating systems & security processes. Bash & Python scripting Kubernetes/OpenShift Strongly preferred experience in working with production containerized environments. Experienced on Network Security & Management. DevOps & CI/CD Pipeline Management Previous experience leading automation for Infrastructure & Operations processes. Experienced leading ITIL Processes - Incident, Problem Management, Configuration , Access , Change and Release Management. Service Level Management monitor SLAs/SLOs (Service Level Agreements) with the business & internal IBM processes. Experience with Reliability & Availability Metrics implementation for SRE processes. Experience with Observability & Monitoring Tools & Best Practices. Experience with Security & Compliance best practices & implementation for Infrastructure & DevOps Team. Preferred technical and professional experience Would be differential candidate with experience on CIO Security Processes & Tools for infrastructure processes aligned with ITSS. AI Ops & Automation Experience with Terraform & Ansible. IBM Cloud Certification DevOps experience managing CI/CD Pipelines & Security Scanning Tools SonaQube, Contrast, Jenkins, OWASP ZAP. Experience with tools Service Now, Instana , IBM Cloud Logs. Knowledge or experience with Java applications

Performing Gap analysis of the existing facilities with the required regulatory requirements for API / Excipients / Packaging Material companies / Testing Laboratories. Preparing report and CAPA review in timely manner Preparation of technical documents as per regulatory expectations. Providing Validation / Qualification Services. Imparting training to the employees/site team members To take part in remediation projects allotted by company.

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

Responsible for the 24/7/365 maintenance, and support of corporate systems infrastructure, including networking, telephony, security, and physical security Responsible for the conformance with and continuance of Corporate ISO 20000 and 27001 certifications; including extracting reporting from ITSM & SMS systems Ensure ISO compliance and associate documentation for all IT assets, as well as, oversight team member charged with all IT configuration items and assets, including servers, desktops, laptops, desk and mobile phones, local and network printers, software, licenses, and peripherals Project Planning & Estimation: Lead comprehensive requirements analysis and provide accurate project estimations. Develop and implement effective project planning strategies. Team Management & Leadership: Mentor and lead a diverse team, fostering a collaborative and inclusive team culture. Assign daily/weekly tasks to the team based on skills and project needs. Code Review & Quality Assurance: Ensure adherence to coding standards through regular code reviews. Implement robust quality assurance processes. Project Delivery & stakeholder Interaction: Manage project timelines, identifying and mitigating potential delays. Communicate effectively in English with stakeholders to share related project updates. Team Collaboration & Communication: Collaborate cross-functionally to ensure seamless project execution. Establish effective communication channels and conduct regular team meetings. Proactively addressing concerns for development concerns using communication channels. Operational Efficiency & Process Improvement: Oversee day-to-day project operations, implementing streamlined processes. Identify opportunities for process improvement. Stakeholder Relationship Management & Satisfaction: Build strong stakeholder relationships, proactively addressing concerns. Implement stakeholder/user satisfaction surveys to ensure exceptional service.

Designs, implements, integrates, and provides full support for software in a multi-tiered, multi-platform environment. Performs complex troubleshooting as a subject matter expert. Works to ensure appropriate monitoring and alerting setup. Works on root cause analysis and problem management to address underlying technical issues. Collaborates with business and application development stakeholders. Monitors infrastructure and responds to incidents, performs routine health checks and validations after changes or significant incidents, follows defined procedures for routine, low priority incident resolution. Escalate to second level infrastructure support for new or high priority incidents, Review and execute Change Management scripts. Subject matter expert in at least one of the tools/technologies used in the space. Participates in or leads initiatives to analyze infrastructure problems to be solved with advanced design. Utilizes standard procedures and policies when selecting methods, techniques, and evaluation criteria for obtaining results. Manages the processes for ensuring that all systems/applications/software/hardware are compliant with Corporate policy/procedures. This person is a subject matter expert in at least one of the tools/technologies used in space. Contributes to major incident management calls for resolution of high priority incidents.May mentor or provide guidance for junior team members. Contributes to the achievement of related teams' objectives.

Design warehouse and logistics process, policies, procedures, and compliances to maintain standards ofsafety, productivity in daily operations and high degree of controls. Design and implement standardization of warehouse quality across LOBs, hygiene, infrastructure, spaceoptimization, safety standards, surveillance. Documenting and reviewing best practices with industryand global benchmarks. Design of warehouse trainings, guidelines, roles & responsibilities, people continuous assessments forwarehouse agencies and internal stakeholdersGovernance with 3PL partners - Define standard KPIs, SLAs, governance framework, checklists acrossvendors and internal stakeholders and ensure rigorous governances on these to maintain consistentscores. Establish and drive the entire automation for warehousing and logistics processes. Selection/design,driving adoption, baselining results of industry tools. Roadmap for automating manual tasks, reconciliations, tools such as WMS, TMSDesign of tools and processes for end-to-end serial number / lot number visibility for inventory, assets. Close engagement and coordination with cross functional teams across business, warehouse operations,technical teams to deliver the above results. Embedding new functional capabilities in people and processes for continuous improvements