4403 Problem Management Jobs - Page 3

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

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

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

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

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

**Role Overview:** You will work in the area of Software Engineering at Capgemini, where you will be involved in the development, maintenance, and optimization of software solutions and applications. Your responsibilities will include applying scientific methods to analyze and solve software engineering problems, developing and applying software engineering practice and knowledge, and supervising the work of other software engineers. Your role will require original thought, judgment, and collaboration with team members and stakeholders. **Key Responsibilities:** - Apply scientific methods to analyze and solve software engineering problems. - Develop and apply software engineering practice and knowledge in research, design, development, and maintenance. - Supervise the technical and administrative work of other software engineers. - Build skills and expertise in the software engineering discipline to meet standard expectations for the role. - Collaborate and act as a team player with other software engineers and stakeholders. **Qualifications Required:** - More than a year of relevant work experience. - Solid understanding of programming concepts, software design, and software development principles. - Ability to work independently with minimal supervision and produce accurate and reliable results. - Demonstrate the ability to work on a range of tasks and problems. - Organize your time effectively to deliver tasks within set timelines. - Work cooperatively with others to achieve team goals and positively impact project performance. - Make decisions based on your understanding of the situation. **Additional Details:** Capgemini is a global business and technology transformation partner with a diverse team of 340,000 members in over 50 countries. With a heritage of over 55 years, Capgemini is trusted by clients to leverage technology to address their business needs comprehensively. The company delivers end-to-end services and solutions, utilizing strengths in strategy, design, engineering, AI, generative AI, cloud, and data, along with deep industry expertise and a strong partner ecosystem.,

Role Overview: As a SRE Critical Incident Manager at MX, you will play a crucial role in leading and scaling the Incident Management, Problem, and Change Management functions within the broader Site Reliability Engineering (SRE) domain. Your focus will not only be on responding to incidents but also on establishing long-term systems, processes, and culture to prevent them. You will be a senior technical leader responsible for managing major outages, leading postmortem practices, and collaborating with engineering teams to enhance system resilience. Additionally, you will own and evolve frameworks for incident response, change management, and operational maturity. Key Responsibilities: - Serve as the primary incident commander during high-severity incidents, driving cross-functional coordination, real-time decision making, and clear communication. - Lead the postmortem process to ensure accurate root cause analysis, actionable follow-ups, and knowledge sharing across teams. - Analyze incident trends to develop preventative strategies, reduce recurrence, and enhance detection and response workflows. - Define, implement, and continuously evolve Incident Management best practices, including severity classification, on-call response models, and incident tooling. - Drive the development and transformation of Incident, Problem, and Change Management processes, balancing velocity with safety, accountability, and auditability. - Coach teams on operational readiness, including effective retrospectives, risk analysis, and maintaining clear SLOs. - Champion a blameless culture of learning, resilience, and transparency through playbooks, tooling improvements, and education. - Provide executive-level reporting and insights into reliability trends, change success rates, and incident learnings. Qualifications Required: - 8+ years of experience in SRE, Infrastructure, or DevOps engineering roles, with at least 2+ years in a staff-level or leadership capacity. - Proven experience as an incident commander, with a calm, structured approach to managing critical service disruptions. - Ability to troubleshoot and triage issues, identify patterns, and drive issue resolution. - Deep understanding of incident, problem, and change management frameworks, and a passion for building sustainable, scalable, and automated processes. - Strong technical skills in distributed systems, AWS/GCP infrastructure, observability (Datadog for APM tracing/debugging issues like latency in RabbitMQ), CI/CD. - Excellent communication and facilitation skills, able to lead under pressure and align stakeholders at all levels. - Strong experience with tools like PagerDuty, Service Now, JIRA Service Management, VictorOps, etc. (Note: The additional details of the company's work environment and compensation have been omitted as per the provided instructions.),

Role Overview: You will be responsible for having a strong knowledge of Monitoring Tools and other system tools used for L1 level troubleshooting. Your work experience should be under ITIL standards and you should be ITILv3/v4 Foundation Certified. Additionally, you will need to have 2+ years of experience working under DC Operations Technology and at least 3+ years of experience as an Incident Manager. Your role will involve possessing good knowledge of Incident, Change & Problem management, understanding the ITSM tool - SNOW, and having strong Communication Skills. You should be able to handle conference bridges and independently interact with technical teams and customers. Being a strong team player who can generate enthusiasm among team members is essential. A proactive approach to seek opportunities and handle challenges, managing the process of innovative change/thoughts, developing relationships with customers, and effectively communicating to identify needs and evaluate alternative solutions are key responsibilities. You should have an understanding of business issues, experience in quality audits and sharing feedback, and possess good knowledge of report creation and trend analysis. Key Responsibilities: - Strong knowledge of Monitoring Tools and system tools for L1 level troubleshooting - Work experience under ITIL standards and ITILv3/v4 Foundation Certification - 2+ years experience in DC Operations Technology - At least 3+ years of experience as Incident Manager - Good knowledge of Incident, Change & Problem management - Understanding of ITSM tool - SNOW - Strong Communication Skills - Ability to handle conference bridges and independently interact with technical teams and customers - Strong team player, generating enthusiasm among team members - Proactive approach to seek opportunities and handle challenges - Management of innovative change/thoughts - Developing relationships with customers and effectively communicating to identify needs and evaluate solutions - Understanding of business issues and 360-degree thinking - Experience in quality audits, sharing feedback, report creation, and trend analysis Qualifications Required: - Work experience under ITIL standards and ITILv3/v4 Foundation Certification - 2+ years experience in DC Operations Technology - At least 3+ years of experience as Incident Manager - Strong Communication Skills - Good knowledge of report creation and trend analysis (Note: Any additional details of the company were not provided in the job description),

As an experienced ServiceNow Administrator with domain separation expertise, your role will involve supporting a multi-tenant ServiceNow environment. Your responsibilities will include incident management and resolution, system administration and maintenance, reporting and analytics, contact and configuration management, as well as providing support for MSP and NOC operations. Key Responsibilities: - Incident Management & Resolution - Monitor, triage, and resolve ServiceNow platform incidents across multiple domains - Perform root cause analysis and implement corrective actions - Collaborate with cross-functional teams for timely incident resolution - Maintain incident documentation and knowledge base articles - System Administration & Maintenance - Administer ServiceNow instances with domain separation configurations - Assist with system upgrade cycles and release management - Develop and execute fix scripts for system-wide records - Perform regular system health checks and preventive maintenance - Manage user access, roles, and permissions across separated domains - Reporting & Analytics - Create and maintain operational dashboards and reports - Generate KPI reports for MSP and NOC operations - Develop custom reports to meet business requirements - Monitor system performance metrics and usage analytics - Contact & Configuration Management - Maintain accurate contact databases and user records - Update and validate CMDB data integrity across domains - Manage asset lifecycle processes and documentation - Ensure data consistency and quality across all modules - MSP & NOC Support - Provide technical support for Managed Service Provider operations - Support Network Operations Center activities and workflows - Configure and customize applications to meet operational requirements - Assist with service catalog management and workflow automation Qualifications Required: - Proven experience in ServiceNow domain separation implementation and management - Strong understanding of ServiceNow platform architecture and modules - Proficiency in JavaScript, HTML, CSS, and ServiceNow scripting - Knowledge of ITIL processes and best practices - Experience supporting MSP and NOC environments - Strong analytical and problem-solving skills - Proficiency in navigating Now UI and Workspace views - Excellent communication and documentation skills Preferred Certifications: - ServiceNow Certified System Administrator (CSA) - ServiceNow Certified Implementation Specialist - Service Provider (CIS-SP) - ServiceNow Certified Implementation Specialist - Customer Service Management (CIS-CSM) Technical Skills: - ServiceNow platform administration (minimum 3 years) - Domain separation configuration and management - CMDB and Asset Management - Incident and Problem Management - Service Portal configuration - Integration experience (REST/SOAP APIs) - Database management and SQL knowledge Please note, domain separation experience is mandatory for this position. Candidates without this specific experience will not be considered.,

As an Advanced Linux Administrator, you will have the following key responsibilities: - Expert-level hands-on experience with Red Hat Enterprise Linux (RHEL 8/9) including kernel tuning, system optimization, service configuration, and in-depth troubleshooting. - Deep knowledge of ext3, ext4, XFS. Proficient in LVM, mount strategies, partitioning, disk recovery, NFS, and multipath I/O configuration. - Strong experience in managing patching, content views, host provisioning, and lifecycle policies using Red Hat Satellite for centralized package and compliance management. - Proficient in Bash, Python, Ansible, and Terraform for automating routine operations, configuration management, and infrastructure provisioning. - Skilled in system hardening, SELinux, firewall audit logging, vulnerability scanning, and ensuring adherence to regulatory compliance standards (ISO, CIS, PCI, etc.). - Strong working knowledge of enterprise-grade monitoring solutions such as Prometheus, Grafana, Zabbix, and ELK/EFK, including custom alerting and metric integrations. - In-depth understanding of Linux networking, including routing, bonding, VLANs, DNS, DHCP, and troubleshooting L2/L3/L4 issues. Experience with firewall rules, iptables/nftables, and network namespaces. - Experience with VMware, KVM, OpenStack, and cloud platforms (AWS, Azure, GCP) for hybrid infrastructure management and VM/container orchestration. - Lead role in handling major incidents, performing root cause analysis (RCA), and implementing permanent fixes while ensuring alignment with ITIL practices. You will be working with a company that values expertise in Linux administration, automation, security, and cloud integration to maintain a robust and efficient IT infrastructure.,

As an Incident Resolution Analyst at our company, your role involves resolving incoming issues with the expected technical capability and understanding the impact of incidents on the client. You must respond appropriately and exhibit a sense of urgency in your actions. Key Responsibilities: - Regularly review incidents logged, highlighting trends & recurring issues to 3rd line Problem. - Recommend changes to resolve recurring issues. - Review assignment of incidents by Incident Analysts and suggest improvements in how calls are assigned. - Use technical understanding to question and clarify incidents raised by clients before assigning them (incident triage). - Ensure all calls logged are clearly written for easy understanding by any team member. - Take day-to-day responsibility for assigning incidents through the incident management system. - Execute against agreed processes for implementing fixes/changes. - Provide regular client and internal communication on assigned activity and incidents, ensuring clear status updates and highlighting any delivery issues to Team Leader/Support Manager. - Escalate to Team Leader/Support Manager in cases of resource conflicts or when SLA's are at risk of not being met. Qualifications Required: - Experience with Oracle or Microsoft SQL server database; Certification preferred but not mandatory. - Proficiency in Windows batch scripting. - Experience in helpdesk, incident, and problem management as L2 support. - Exposure to client interaction. - Excellent communication skills, both verbal and written, are a must. Desirable Skills and Experience: - Good understanding of Building tools like Maven, Gradle, etc. - Thorough knowledge of the ITIL framework and processes; ITIL certification preferred. - Working knowledge/experience with Linux is preferred but not mandatory. - Ability to share ideas with the team, self-confidence, and a solution-oriented personality. - Quick learner with a keen interest in acquiring new skills. - Reliable and accountable individual capable of managing client interactions. In addition, this role involves working on a rotational shift basis to ensure 24/7 coverage and meet the business needs. Your personal attributes should include a desire to go above and beyond to resolve customer issues within SLAs, working in a fast-paced environment, empathy in communication, multitasking ability, working under pressure, positive attitude, teamwork, efficiency, and proactiveness.,

Role Overview: As an L2 Support Analyst, you will be a part of the team responsible for providing application support with expertise in Windows, Linux, SQL, Oracle, UNIX, Python, Node JS, and various other tools. You will work under a 24*7 model, responding to customer inquiries, troubleshooting challenges, managing issue management processes, and providing technical leadership. Your role will also involve automation, process improvement tasks, and collaborating with internal teams and external vendors to resolve issues efficiently. Key Responsibilities: - Identify front end and back end issues, prioritize the workload, and work on metrics and reports - Design metrics for reporting, guide the L1 and L2 teams in creating SOPs for new processes - Maintain application monitoring and review, contribute to incident, request, and problem management processes - Interact with internal teams and third-party vendors for troubleshooting and issue resolution - Have hands-on, code debugging experience in Node JS and Python - Possess experience with SQL, Oracle, UNIX, Windows, and debugging through logs - Familiarity with BI tools such as Grafana, Kibana, Dynatrace, Splunk, etc. Qualification Required: - 5+ years of experience in Production support - Bachelor's or Master's Degree in Computer Science or related field from a reputed institution - E-commerce experience and familiarity with BI tools are advantageous (Note: No additional details of the company were mentioned in the job description.),

Job Description: We are looking for a seasoned Service Delivery Manager (SDM) to lead RUN operations for Salesforce applications across global/multi-org environments. The ideal candidate will ensure high availability , SLA compliance , and continuous service improvement using ITIL best practices . Key Responsibilities: Manage RUN operations for Salesforce Sales, Service, and Health Clouds using ITIL standards . Lead Incident Management , Problem Management , Change Management , and Environment Management . Drive Major Incident Management (MIM) and ensure proactive issue resolution. Monitor application health and minimize production backlogs. Track and report SLAs weekly/monthly; ensure RCA/FMA for quality KPIs. Collaborate with stakeholders for planning, budgeting, and forecasting . Apply Knowledge Management (KM) processes for operational efficiency. Required Skills: Strong hands-on experience in Salesforce , E-commerce , Mobile , and UI technologies . Proven experience in IT Service Industry and RUN engagement delivery . Expertise in ITIL processes and service operations . Excellent project planning and stakeholder management skills. Preferred Skills: Experience with global/multi-org Salesforce implementations . Exposure to Integration , Middleware , Automation tools , or DevOps .

R1 India is proud to be recognized amongst Top 25 Best Companies to Work For 2024, by the Great Place to Work Institute. This is our second consecutive recognition on this prestigious Best Workplaces list, building on the Top 50 recognition we achieved in 2023. Our focus on employee wellbeing and inclusion and diversity is demonstrated through prestigious recognitions with R1 India being ranked amongst Best in Healthcare, Top 100 Best Companies for Women by Avtar & Seramount, and amongst Top 10 Best Workplaces in Health & Wellness. We are committed to transform the healthcare industry with our innovative revenue cycle management services. Our goal is to make healthcare work better for all by enabling efficiency for healthcare systems, hospitals, and physician practices. With over 30,000 employees globally, we are about 16,000+ strong in India with presence in Delhi NCR, Hyderabad, Bangalore, and Chennai. Our inclusive culture ensures that every employee feels valued, respected, and appreciated with a robust set of employee benefits and engagement activities. Job Description for Senior Manager Operations Driving Company Values & Vision: As Part of the Senior Leadership team, need to ensure complete span is aligned with the end goals and values of the organization. Leadership/Coaching: Provides overall leadership to teams and day-to-day leadership to all DR and Non DRs but which in the span. Coach teams to be able to identify inquiries which are beyond scope of authority and take appropriate actions. Inspire all DRs to focus on adherence to policies and processes, Fosters a positive work environment. Develops and maintains productive working relationship, with Ops Managers & FLMs, setting a positive example for their working relationships with their teams. Career Development/Performance & Dialogue : Set goals and standards of performance for DRs and their team members which are linked to business goals; use appropriate measurement methods to monitor progress; take suitable accountability for successful completion of assignments or tasks. Provide on-going dialogue to DRs about their performance. Coaches and helps establish individual development. Continuous Improvement: Identifies and Strategies & approves process changes to improve customer experience. Maintain in-depth knowledge of client needs. Promotes and maintains a positive, professional image of R1 RCM. As a Sr. Manager, Candidate is Responsible for: The Candidate will be responsible for a span in the range of 200-250 FTEs. The span can vary depending upon process complexity and stage of business. Complete oversight of Operations, Training and Compliance. Client relationship management Upselling capabilities and performance to add further business & scope of work Identify and lead projects of high impact within the business. Manage delivery of clients expectations outlined in the scope of work SOW. Manage Day to Day Operations by applying appropriate contractual provisions (scope of work), following quality & compliance guidelines, and leveraging expert resources. Ability to oversee and manage a team that will handle Backend service delivery for multiple clients/sites/facility. This role is to ensure that the Middle management are managing their teams and meets all KRAs & SLAs. Understand Operations and Corporate Compliance, Policies and Procedures and best practices. Respond to all telephonic and email inquiries for clients & onsite team in a clear, concise and timely manner. Other duties as outlined by leadership.

Job Duties / Responsibilities - Good written and Verbal communication - Must have strong hands-on experience in supporting business applications. - Should have managed a team of 10+ members and takes ownership of all L1 tickets/services - Manages the Roster for the team and ensures minimum required availability - Should have prior experience in application support activities (i.e., Incident Management, Problem Management, Service Request Fulfillment, App Performance Monitoring, Batch Job Monitoring and Root Cause Analysis). - Adhere to customers IT Support processes, Security policy and SLA - Should be able to understand escalation matrix - Collaborate with app end users and Development Teams to provide E2E resolution for support issues. - Coordination/Support for Release Management & Deployments. - Prepare application know-how documentation wherever applicable. - Ability to provide guidance to the team. - Familiarity of Insurance domain applications - Willing to work in rotational shifts Skills (Good-to-have) - Experience in developing applications. - Experience in using DevOps tools

ServiceNow SecOps Tech Lead Responsibilities Work with the client to design and modify a cohesive framework of integrations, data, security, SLAs, workflows, dashboards in Performance Analytics, SecOps and Custom applications in support of a global ServiceNow landscape spanning numerous instances Service Portal design, often in support of custom applications Implement ServiceNow in Domain separated instance Provide support of custom applications development and migration Support Virtual Agent configuration and development Worked on CSM, HRSD, GRC, ITBM modules Expert in working on Performance Analytics Excellent knowledge of ServiceNow Best Practices Develop methodologies for consistent development, improvement, and deployment of designed solutions Must Haves 8+ years of relevant experience with ServiceNow required 3+ years experience with Java Script required Hands-on development experience of ServiceNow scripting like Business Rule, Script includes, Fix scripts workflows, UI Action, UI Policy, Client scripts, Email Inbound Expert knowledge of GRC applications required Expert knowledge of SecOps applications required Extensive knowledge on Performance Analytics required Must have -- CIS Security Incident Response certification Must Have -- CIS Vulnerability Response certification Very good experience of REST and SOAP based integration, scripted REST and SOAP API creation ServiceNow System Administrator certification required Thorough understanding of ITIL frameworks and processes such as Incident, Problem, Change and Request Fulfillment Bachelors degree or equivalent combination of education and experience Knowledge of LDAP/Active Directory Excellent collaboration skills including analysis, brainstorming, communication, teamwork Ability and willingness to lead Self-starter and innovator

Overview The ADM-Lead role is a key position within the AD & ASM department. The role will report to the ADM-Lead and can be based at any Prodapt location across the globe. The overall purpose of the position is to actively engage in requirements gathering, create requirements traceability matrix, understand the system architecture, functional flow, and data model, and assist in code development, optimization and reviews. The candidate will also be responsible for developing reusable code libraries and frameworks, comprehending end-to-end deployment process and related tools, and recommending enhancements to the organization's customer value proposition. Responsibilities Actively engage in requirements gathering and compilation Create requirements traceability matrix; Review Impact Analysis documents; Understand the system architecture, functional flow and the data model & Review design documents compiled by peers and recommend modifications Decipher high level business requirement documents and translate it into code; Integrate medium to large sized system modules; Create PoCs and conduct system demos; Actively engage in system architecture discussions & In-charge of code development, optimization, and reviews Develop reusable code libraries and frameworks; Enhance unit-testing processes through automation and best practices &Comprehend end-to-end deployment process and related tools Comprehend the project timelines, milestones and metrics and assist in documentation and tracking; Recommend enhancements to organization's customer value proposition Demonstrate the ability to learn about customer segments, industry competitors and create solutions for simple and medium problems faced by the industry. Requirements Strong experience in Application Development Experience in requirements gathering, creating requirements traceability matrix and review impact analysis documents Strong understanding of system architecture, functional flow, and data modeling Strong knowledge of solution design and the ability to recommend modifications Experience in leading incident management and problem management, and driving ITIL framework Experience in project and team management, financial and operational metrics, and driving project planning activities.

BMC is looking for an innovative customer champions to join our unique and enthusiastic Technical Support Team helping businesses across the globe to run and reinvent. Here is how, through this exciting role, YOU will contribute to BMC's and your own success: You will be managing customer expectations and competing priorities and conducting research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned. You will be escalating issues and works directly with Research and Development to resolve complex support problems. You will be using professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways and exercising systematic proficiency in some specialized skills which display depth and breadth within a single BMC application OR several BMC applications/technologies. You will be troubleshooting intermediate to advanced problems and recommends appropriate actions and providing support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues As every BMC employee, you will be given the opportunity to learn, be included in global projects, challenge yourself and be the innovator when it comes to solving everyday problems. To ensure youre set up for success, you will bring the following skillset & experience: You can embrace, live and breathe our BMC values every day! You have 4+ years of experience handling BMC Remedy ITSM across modules ARS/SRM/SLM/ SmartIT/Smart Reporting/CMDB/DWP/SSO customers from consultancy and support standpoint. You have in depth troubleshooting and analytical knowledge in these BMC product areas. You have bachelors degree from any stream Full Time You are comfortable with Periodic weekend work (will likely be required). CA-DNP

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Deliver NoPerformance ParameterMeasure1.100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails Mandatory Skills: Oracle Database Admin. Experience3-5 Years.

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

Role Purpose The purpose of this role is to provide significant technical expertise in architecture planning and design of the concerned tower (platform, database, middleware, backup etc) as well as managing its day-to-day operations Do Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup) Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution Conduct technology capacity planning by reviewing the current and future requirements Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable Strategize & implement disaster recovery plans and create and implement backup and recovery plans Manage the day-to-day operations of the tower Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues. Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges Develop shift roster for the team to ensure no disruption in the tower Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc. Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness Team Management Resourcing Forecast talent requirements as per the current and future business needs Hire adequate and right resources for the team Train direct reportees to make right recruitment and selection decisions Talent Management Ensure 100% compliance to Wipros standards of adequate onboarding and training for team members to enhance capability & effectiveness Build an internal talent pool of HiPos and ensure their career progression within the organization Promote diversity in leadership positions Performance Management Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports. Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to build engagement within the team Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team Exercise employee recognition and appreciation Mandatory Skills: SAP BASIS. Experience: 8-10 Years.

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

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Mandatory Skills: Institutional_Finance_ Buy_Side_Others. Experience: 3-5 Years.

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

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Mandatory Skills: Institutional_Finance_ Buy_Side_Others. Experience: 3-5 Years.