4444 Problem Management Jobs - Page 30

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 : Infrastructure Service Management Good to have skills : Pegasystems Pega MarketingMinimum 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 problems, analyzing system performance, and ensuring that applications run smoothly to support business operations effectively. You will engage with stakeholders to understand their needs and provide timely solutions, contributing to the overall efficiency and reliability of the systems in place. 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 development and implementation of best practices for application support.- Monitor system performance and proactively identify areas for improvement. Professional & Technical Skills: - Must To Have Skills: Proficiency in Infrastructure Service Management.- Strong understanding of incident management processes and tools.- Experience with problem management and root cause analysis.- Familiarity with service level agreements and performance metrics.- Ability to work collaboratively in a team-oriented environment. Additional Information:- The candidate should have minimum 3 years of experience in Infrastructure 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 : Technology Support Engineer Project Role Description : Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution. Must have skills : Infrastructure Service Management Good to have skills : NAMinimum 2 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As a Technology Support Engineer, your typical day involves resolving incidents and problems that arise across various business system components, ensuring that operational stability is maintained. You will create and implement Requests for Change, while also updating knowledge base articles to facilitate effective troubleshooting. Collaboration with vendors and service management teams is essential for issue analysis and resolution, making your role pivotal in maintaining seamless operations within the organization. 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 development and implementation of operational procedures to enhance service delivery.- Engage in continuous improvement initiatives to optimize processes and reduce incident resolution times. Professional & Technical Skills: - Must To Have Skills: Proficiency in Infrastructure Service Management.- Strong understanding of incident management processes and tools.- Experience with problem management methodologies and techniques.- Familiarity with change management practices and Request for Change processes.- Ability to analyze system performance and identify areas for improvement. Additional Information:- The candidate should have minimum 2 years of experience in Infrastructure Service Management.- This position is based at our Gurugram 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 : Incident Management, Infrastructure Service Management Good to have skills : NAMinimum 7.5 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 identifying and solving issues within multiple components of critical business systems. Your typical day will involve collaborating with various teams to troubleshoot incidents, ensuring that systems operate smoothly and efficiently while maintaining high standards of service delivery. You will engage in problem-solving activities, analyze system performance, and implement solutions to enhance operational efficiency, all while adapting to the evolving needs of the business and its technology landscape. 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.- Provide solutions to problems for their immediate team and across multiple teams.- Facilitate knowledge sharing sessions to enhance team capabilities and foster a culture of continuous improvement.- Monitor system performance and proactively identify areas for enhancement to prevent future incidents. Professional & Technical Skills: - Must To Have Skills: Proficiency in Incident Management, Infrastructure Service Management.- Strong analytical skills to assess incidents and determine root causes.- Experience with incident tracking and management tools.- Ability to work collaboratively in a team-oriented environment.- Familiarity with ITIL framework and best practices in service management. Additional Information:- The candidate should have minimum 7.5 years of experience in Incident 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 : Incident Management, Infrastructure Service Management Good to have skills : NAMinimum 3 year(s) of experience is required Educational Qualification : 15 years full time educationRole Description:Manage the cloud infrastructure environment through cross technology administration (OS, databases, virtual networks), execution of scripting and monitoring automations. Manage the environment incidents, changes, problems, configuration with a focus on service restoration. Act as operations support for all computer, network, storage, security, or automation incidents /requests.Must Have Skills: Infrastructure Service ManagementKey Responsibilities:Good knowledge and working experience of Service Operations that includes but not limited to - Incident Management, Problem Management, Root Cause Analysis, Temporary Fix/ workaround vs Permanent fix, Change Management, Ticket lifecycle and Queue ManagementMonitor, manage and prioritize all service aligned queues ensuring service levels are maintained and eliminating backlogs for all assigned clients. Ensure CAB/change process is handled as per laid out processes for assigned clientsSecond escalation point and manager of Severity 1 incidents including internal and client communicationsInvoke Escalation procedures and manage unresolved major incidentsReview Major Incident Reports MIR/RCA and monitor progress of MIR/RCA actionsIdentifying Root causes for any issues or problemsContinuous Improvement Standardization opportunitiesAutomation opportunities Technical Experience:5 to 8 years in an IT infrastructure environment handling E2E service management operations and exposure in team managementHas handled E2E Service Management OperationsGood reporting skillsITIL 4 Foundation certification preferred People Management Ability to co-ordinate with multiple teams across all domainsExcellent written communication skills with email etiquettes Professional Attributes:Hands on experience in working in a multi-client environment Has worked on Automation initiativesHands on experience in Service NOW Educational Qualification:Bachelors degree or 3-year Diploma (12+3)Support Type / Hours 24x7 Support, shifts based on roster. This means role requires working in US / Night shifts and weekends and on national holidays. 5 days working per week, with weekly offs based on roster. 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 : Change Management Good to have skills : Infrastructure Service ManagementMinimum 3 year(s) of experience is required Educational Qualification : 15 years full time educationJob Title:Change ManagerReports To:Service Delivery Manager / Head of ITSM/ SIAM Lead________________________________________Job Summary :The Change Manager is responsible for managing the Change Management process, ensuring that all IT changes are introduced in a controlled and coordinated manner. The role ensures minimal disruption to services, proper risk assessment, and alignment with business and IT objectives. This includes reviewing, approving, scheduling, and communicating changes while maintaining compliance with ITIL best practices.________________________________________Key Responsibilities:Manage and control the lifecycle of all IT changes:standard, normal, and emergency changes.Facilitate Change Advisory Board (CAB) meetings, ensuring proper review and approval of changes.Ensure that all changes are properly assessed for risk, impact, and business readiness before implementation.Monitor change implementation to ensure compliance with process and successful execution.Maintain detailed change records, ensuring complete documentation in ITSM tools (e.g., ServiceNow, Remedy).Work closely with release, incident, problem, and configuration management teams to ensure change dependencies are understood.Coordinate with stakeholders to ensure that changes are communicated and planned appropriately to minimize impact.Conduct post-implementation reviews for high-risk or failed changes.Analyze change metrics and trends, and report on change success rates, failure reasons, and continuous improvement opportunities.Drive process improvements to enhance change control and reduce change-related incidents or outages.________________________________________Required Skills & Experience:Experience in Change Management within an ITIL or enterprise IT environment.Strong understanding of ITIL change process and ITSM frameworks (ITIL Foundation certification preferred).Experience in facilitating CAB meetings and managing change approvals across business and technical teams.Ability to analyze complex technical and business issues to assess change risk and impact.Proficiency in ITSM platforms (e.g., ServiceNow, BMC Remedy, Jira Service Management).Strong organizational and communication skills, with attention to detail.________________________________________Preferred Qualifications:ITIL v4 Foundation or higher certificationExperience working in highly regulated environments (e.g., finance, healthcare, government)Technical background in IT infrastructure, software development, or operations is a plus________________________________________Key Competencies:Risk awareness and mitigationCommunication and negotiation skillsAnalytical thinking and attention to detailProcess disciplineCollaboration and stakeholder management________________________________________ Additional Information:- The candidate should have minimum 3 years of experience in Change 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 : Operations Engineer Project Role Description : Support the operations and/or manage delivery for production systems and services based on operational requirements and service agreement. Must have skills : Microsoft 365 Good to have skills : NAMinimum 3 year(s) of experience is required Educational Qualification : 15 years full time educationAbout The Role Summary :As an Operations Engineer, you will support the operations and manage delivery for production systems and services based on operational requirements and service agreements. A typical day involves monitoring system performance, addressing incidents, collaborating with cross-functional teams, and ensuring that services meet the agreed-upon standards. You will engage in proactive problem-solving and contribute to continuous improvement initiatives, ensuring that operational processes are efficient and effective.Job Summary :We are seeking a skilled and proactive Microsoft 365 Copilot Engineer to lead the implementation, configuration, and support of Microsoft 365 Copilot across our organization. This role requires a deep understanding of Microsoft 365 services, AI-powered productivity tools, security & compliance, and user enablement strategies.The ideal candidate will work cross-functionally to ensure seamless integration of Copilot into our digital workplace, while maintaining security, compliance, and a positive user experience.________________________________________Key Responsibilities:Lead the implementation and enablement of Microsoft 365 Copilot for Word, Excel, Teams, Outlook, PowerPoint, and other supported applications.Manage Copilot licensing, user onboarding, and tenant configurations to ensure AI capabilities are delivered securely and effectively.Configure and monitor Microsoft Graph connectors, data access permissions, and plugin integrations to enhance Copilot's contextual intelligence.Collaborate with IT security and compliance teams to ensure Copilot usage aligns with enterprise data protection and governance policies.Serve as a technical SME and L2/L3 support for all Copilot-related queries and incidents.Analyze adoption and usage metrics and provide recommendations for optimization and training.Develop and deliver user training, knowledge articles, and onboarding materials to promote Copilot adoption across the business.Monitor Microsoft's Copilot roadmap and proactively plan for feature updates, releases, and impact analysis.Participate in change management and CAB processes for Copilot-related updates and integrations.Good to Have knowledge of Messaging & Collaboration technologies like Exchange online, OneDrive , Teams etc.________________________________________Key Competencies:Strong problem-solving and analytical skills.Excellent communication and documentation abilities.Ability to work independently and collaboratively across teams.Passion for innovation and driving digital productivity. Educational Qualifications:- The candidate should have minimum 2 years of experience in Critical Incident Management.- This position is based at our Pune office.- A 15-year full time education is required. Qualification 15 years full time education

About The Role Skill required: Network Billing Operations - Problem Management Designation: Network & Svcs Operation Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years What would you do? critical to business functions.1.Application Monitoring and Incident ManagementMonitor applications for performance, availability, and errors.Respond promptly to incidents and outages to minimize downtime.Troubleshoot and resolve application issues, working with development teams if needed.2.User Support and CommunicationServe as a point of contact for end-users or business units experiencing application problems.Manage user access for the application according to the privilege level.Provide timely updates on incident status and resolution progress.Document issues, resolutions, and provide knowledge base articles for common problems.3.Application Maintenance and UpgradesSupport deployment of application updates, patches, and configuration changes.Coordinate with development, QA, and infrastructure teams to schedule releases.Test application functionality after updates to ensure stability.4.Root Cause Analysis and Continuous ImprovementConduct root cause analysis (RCA) for recurring or severe issues.Identify opportunities to improve application stability and performance.Work with cross-functional teams to implement enhancements and preventive measures5.Documentation and ReportingMaintain detailed documentation of application architecture, support procedures, and incident reports.Generate reports on application performance metrics and support activities.6.Collaboration with Development and Infrastructure TeamsLiaise between business users, developers, and infrastructure teams to clarify requirements and resolve issues.Participate in design and deployment discussions for new applications or major enhancements.7.Security and ComplianceMonitor application security, including access controls and vulnerability management.Ensure applications comply with relevant security policies and standards. What are we looking for? Skills and Tools Often Required:Strong problem-solving and analytical skills.Familiarity with application monitoring tools (e.g., Splunk).Familiarity with cloud portals (Azure portal, GitHub)Experience with ticketing and incident management systems (e.g., ServiceNow).Basic knowledge of databases, scripting, and system administration.Communication skills for interacting with technical and non-technical stakeholders.Bachelors degree in computer science, Information Technology, or related field (or equivalent experience).Proven experience (3+ years) in application support or related IT roles, preferably in telecommunications or large-scale enterprise environments.Strong problem-solving and analytical skills with a customer-focused mindset.Experience with application monitoring tools such as Splunk, or similar.Proficient with ticketing systems like ServiceNow for incident and request management.Familiarity with databases (SQL), Git/Json, CI/CD scripting languages (e.g., Python, Shell), and basic Linux/Unix system administration.oExperience supporting cloud-based applications and services, cloud computing, virtualization, and infrastructure technologies (Microsoft Azure / AWS / Google Cloud).oKnowledge of ITIL processes, Agile methodologies, Lean processes and best practices.oUnderstanding security frameworks and compliance requirements.oExcellent verbal and written communication skills.oAbility to work in a fast-paced, dynamic environment with cross-functional teams. Roles and Responsibilities: critical to business functions.1.Application Monitoring and Incident ManagementMonitor applications for performance, availability, and errors.Respond promptly to incidents and outages to minimize downtime.Troubleshoot and resolve application issues, working with development teams if needed.2.User Support and CommunicationServe as a point of contact for end-users or business units experiencing application problems.Manage user access for the application according to the privilege level.Provide timely updates on incident status and resolution progress.Document issues, resolutions, and provide knowledge base articles for common problems.3.Application Maintenance and UpgradesSupport deployment of application updates, patches, and configuration changes.Coordinate with development, QA, and infrastructure teams to schedule releases.Test application functionality after updates to ensure stability.4.Root Cause Analysis and Continuous ImprovementConduct root cause analysis (RCA) for recurring or severe issues.Identify opportunities to improve application stability and performance.Work with cross-functional teams to implement enhancements and preventive measures5.Documentation and ReportingMaintain detailed documentation of application architecture, support procedures, and incident reports.Generate reports on application performance metrics and support activities.6.Collaboration with Development and Infrastructure TeamsLiaise between business users, developers, and infrastructure teams to clarify requirements and resolve issues.Participate in design and deployment discussions for new applications or major enhancements.7.Security and ComplianceMonitor application security, including access controls and vulnerability management.Ensure applications comply with relevant security policies and standards. Qualification Any Graduation

About The Role Project Role : Technology Support Engineer Project Role Description : Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution. Must have skills : Infrastructure Service Management Good to have skills : NAMinimum 5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As a Technology Support Engineer, you will engage in a dynamic environment where you will resolve incidents and problems across various business system components, ensuring operational stability. Your day will involve creating and implementing Requests for Change, updating knowledge base articles, and collaborating with vendors to facilitate effective troubleshooting and issue resolution. 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.- Provide solutions to problems for their immediate team and across multiple teams.- Facilitate training sessions for junior team members to enhance their skills.- Monitor and report on team performance metrics to ensure continuous improvement. Professional & Technical Skills: - Must To Have Skills: Proficiency in Infrastructure Service Management.- Strong understanding of incident management processes and best practices.- Experience with problem management and root cause analysis.- Familiarity with service level agreements and operational metrics.- Ability to work collaboratively in a team-oriented environment. Additional Information:- The candidate should have minimum 5 years of experience in Infrastructure Service Management.- This position is based at our Gurugram office.- A 15 years full time education is required. Qualification 15 years full time education

About The Role Project Role : Infra Tech Support Practitioner Project Role Description : Provide ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provide hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Work includes L1 and L2/ basic and intermediate level troubleshooting. Must have skills : Critical Incident Management Good to have skills : Incident Management, Communications Development and Delivery, Agile Project ManagementMinimum 5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Infra Tech Support Practitioner, you will provide ongoing technical support and maintenance of production and development systems and software products. Your typical day will involve troubleshooting issues, ensuring system reliability, and collaborating with various teams to implement solutions. You will engage in both remote and onsite support, addressing hardware and software challenges while adhering to defined operating models and processes. Your role will be crucial in maintaining the operational integrity of services across multiple platforms, ensuring that all systems function optimally and efficiently. 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.- Provide solutions to problems for their immediate team and across multiple teams.- Facilitate knowledge sharing sessions to enhance team capabilities.- Monitor system performance and proactively address potential issues. Professional & Technical Skills: - Must To Have Skills: Proficiency in Critical Incident Management, Incident Management, Communications Development and Delivery, Agile Project Management.- Good To Have Skills: Experience with Incident Management, Communications Development and Delivery, Agile Project Management.- Strong analytical skills to assess incidents and determine root causes.- Experience in troubleshooting hardware and software issues across various platforms.- Familiarity with operating system-level support and maintenance. Additional Information:- The candidate should have minimum 5 years of experience in Critical Incident Management.- This position is based at our Gurugram office.- A 15 years full time education is required. Qualification 15 years full time education

About The Role Project Role : Application Lead Project Role Description : Lead the effort to design, build and configure applications, acting as the primary point of contact. Must have skills : Amazon Web Services (AWS) Good to have skills : NAMinimum 5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Lead, you will lead the effort to design, build, and configure applications, acting as the primary point of contact. Your typical day will involve collaborating with various teams to ensure that application development aligns with business objectives, overseeing project timelines, and facilitating communication among stakeholders to drive project success. You will also engage in problem-solving activities, providing guidance and support to your team while ensuring that best practices are followed throughout the development process. Your role will be pivotal in ensuring that applications meet both functional and technical requirements, ultimately contributing to the overall success of the organization. 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.- Provide solutions to problems for their immediate team and across multiple teams.- Mentor junior team members to enhance their skills and knowledge.- Facilitate regular team meetings to discuss progress, challenges, and solutions. Professional & Technical Skills: - Must To Have Skills: Proficiency in Amazon Web Services (AWS).- Strong understanding of cloud architecture and deployment strategies.- Experience with application development and integration in cloud environments.- Experience in AWS Connect implementation integrated with Salesforce Service Cloud Voice for a critical support.- Familiarity with DevOps practices and tools for continuous integration and delivery.- Ability to troubleshoot and optimize application performance in cloud settings. Additional Information:- The candidate should have minimum 5 years of experience in Amazon Web Services (AWS).- This position is based at our Kolkata office.- A 15 years full time education is required. Qualification 15 years full time education

BMC Helix - Consultant Job Title: BMC Helix L2 & L3 Engineer Location: Mumbai Helix ITSM + CMDB: • Strong experience in administering and configuring BMC ITSM modules Incident, Change, Problem, Request Management, Service Level Management. • Hands-on experience in developing new applications on AR system or Innovation suite and customize out of the box BMC ITSM modules • Worked on Integration between BMC ITSM and external system using WS, Rest APIs • Handson experience in developing services and workflows in BMC Digital Workplace. • Hands-on experience on CMDB common data model and asset management. • Hands-on experience on creation and managing Normalization and Reconciliation • Hands-on experience on CMDB On-boarding activities for new applications and CIs • Hands-on experience on common integration tools or middleware (e.g., BMC Atrium Integrator, Atrium Spoon and SOAP/REST APIs) used to synchronize n Premises environment • Good to have experience in designing dashboard and KPIs in BMC Helix Dashboard ITSM/Businedata with the CMDB. • Troubleshooting and system tuning. • Hands-on experience on SaaS and Oss Workflows: • Strong experience in administering and configuring BMC ITSM modules Incident, Change, Problem, Request Management, Service Level Management. • Hands-on experience with BMC Helix Business Workflows, including designing and implementing workflows to automate business processes. • Experience in integrating BMC Helix Business Workflows with other systems • Strong development skills and able to develop new application on AR system or Innovation suite and customize out of the box BMC ITSM modules • Configuration of DWP Catalogs with Fulfilment as BWF case. • A good understanding of troubleshooting and multi layered application is required. • Experienced in designing dashboard and KPIs in BMC Helix Dashboard.

We are seeking an experienced Linux Administrator (L2) with expertise in RHEL 7/8/9. The role involves daily system operations, troubleshooting, patching, ITIL-based change management, and supporting enterprise Linux infrastructure. Required Candidate profile Experienced Linux Administrator with 3+ years in RHEL systems, strong troubleshooting, patching, scripting, and ITIL processes. Skilled in user/group management, backups, and enterprise infra support.

5+yrs experience in Development of large Java/J2EE applications Well versed with SDLC or Support processes such as incident management, problem management, Major incident process etc Sun/Oracle Certified Java/J2EE expert ITIL certification will be added advantage Must have handled complex application debugging / impact analysis / root cause analysis etc. Must have handled requirement analysis / design etc. Must have knowledge & experience of change & release management Extensive technical experience and development expertise in Core Java, J2EE, JSP, Servlets, Struts, Webservices, Spring, Hibernate, Java Script, JQuery and AJAX. Possess advanced knowledge of object-oriented design and development and the J2EE framework and data architectures. Experience working with and applying Design patterns to solve problems. Should be able to guide and mentor team members Demonstrate strong written and oral communication skills. Candidate with banking domain experience is preferred but not mandatory

Role Description You will be joining DBs Central Problem Management team in APAC, helping to drive the stability of the Production Environment in the Bank. The problem management governance specialist is responsible for overseeing the Governance and process compliance of problem management activities for Priority 3 Critical incidents. The role should ensure the root causes are identified, tracked and addressed effectively by the application and the IT infrastructure teams. The role plays a critical part in ensuring compliance with both internal controls and regulatory reporting obligations Your key responsibilities Govern the problem management process life cycle for Priority 3 critical Incidents. Govern the preparation, validation and submission of regulatory reportable priority 3 critical problem tickets/ tasks. Review and validate root cause analysis for all Priority 3 critical problems. Ensure effective documentations and maintenance of Priority 3 critical problem tickets. Drive continuous improvement through governance reviews. Conduct regular governance audit and process compliance checks. Your skills and experience Minimum 1-3 years experience in ITSM Governance. Good to have experience in problem management Governance. Good to have experience in managing or supporting regulatory Governance. Working knowledge of Service Now Clear communication skills (both written and verbal) Good to have, understanding of infrastructure and application technologies

Below position is very high priority and need to fill before next week. Role :: ServiceNow Business analyst Location: remote Duration :: Long Term Domain Preferred : HR

We are seeking an experienced Senior ITSM Manager-ServiceNow to lead and optimize Change Management, Problem Management, Incident Management, and Knowledge Management processes. This role is crucial for ensuring smooth IT service delivery, minimizing risks, and driving continuous improvement within our ITSM landscape. The ideal candidate will be a ServiceNow expert with a profound understanding of ITIL frameworks and governance models. A strong passion for the evolution of IT Service Management (ITSM) in a fully cloud-native environment is highly desirable. As a leader in this role, you will drive automation, AI adoption, and ServiceNow optimization to establish a modern, efficient, and intelligent ITSM function. Additionally, you will champion the use of ServiceNow to ensure that ITSM processes continuously evolve to meet the dynamic needs of a fintech environment. Your responsibilities will include: - Leading ITSM processes such as Change, Problem, Incident, and Knowledge Management in alignment with ITIL best practices and business objectives. - Driving the adoption of a structured knowledge repository and utilizing ServiceNow Knowledge Management capabilities for self-service and support teams. - Chairing Change Advisory Board (CAB) meetings, overseeing Change Management processes, and minimizing risks associated with system updates and deployments. - Establishing proactive problem management practices, automating incident correlation and root cause analysis using ServiceNow. - Leveraging ServiceNow to automate and enhance ITSM processes, ensuring seamless execution, reporting, and compliance. - Acting as an internal advocate for ServiceNow capabilities, conducting trainings, demos, and roadshows to increase awareness and adoption across IT and business teams. - Collaborating closely with IT Operations, Security, Engineering, and Business teams to optimize ITSM processes. - Ensuring that all ITSM processes are audit-ready, compliant with regulatory requirements, and properly documented in ServiceNow. - Defining, measuring, and reporting ITSM KPIs to drive continuous service improvements and adherence to SLAs/OLAs. Qualifications & Experience: - 8+ years of ITSM experience with expertise in core ServiceNow ITSM functions. - Hands-on experience with ServiceNow, including workflow automation, Virtual Agent, AI Ops, and reporting. - ITIL v4 Certification preferred. - Experience running ITSM in a fully cloud-native environment. - Strong communication and stakeholder management skills. - Exposure to CMDB, IT Asset Management, and Major Incident Management is a plus. - Strong automation mindset and experience leveraging ServiceNow AI/ML capabilities. At Convera, we value diversity and seek individuals who are results-oriented and growth-minded. We offer competitive perks and benefits, including a competitive salary, annual bonus opportunities, great career growth prospects, and a flexible work approach. Join us in our innovative and inclusive environment to make a meaningful impact on our customers.,

The Process Knowledge Management Specialist position requires you to act as a subject matter expert for authoring and updating Emerson DeltaV PKM process templates, Process Recipes, and associated Master Data. Your primary responsibility will be to ensure that Process Recipes within DeltaV PKM are designed, developed, deployed, and supported compliantly to maximize business benefits and align with enterprise business process and technical standards. As a Process Knowledge Management Specialist, you will support DeltaV PKM training, collaboration, benefit realization, and standardization. Following standard processes and procedures, including cGMP regulations, SOPs, and global business processes, will be essential in your role. You will also be responsible for identifying and implementing continuous process improvement opportunities and assisting in defining and implementing an SDLC strategy that supports the flexible use of DeltaV PKM capabilities across the development spectrum. Your tasks will include sustaining Process recipes and master data by leveraging your knowledge of manufacturing processes, DeltaV PKM capabilities, and standards. You will execute appropriate change control and life-cycle actions and processes to ensure the DeltaV PKM system's control and compliance. Additionally, you will collaborate and assist with troubleshooting to efficiently resolve user issues, drawing on your knowledge of Quality Systems and Regulatory Standards to provide assurance and support quality decisions with Development teams and their respective Quality units. The ideal candidate for this role should hold a Bachelor's Degree and have 5+ years of relevant experience with life sciences systems or 7+ years of relevant experience with life sciences systems. You should possess a proven track record of analytical skills, problem-solving ability, and attention to detail. High personal integrity, credibility, and energy are key characteristics for success in this position. Excellent communication and influencing skills are required when working with Global stakeholders, primarily in North America. A minimum of five (5) years of experience in a production regulated industry is necessary, along with a strong understanding of manufacturing principles/processes (preferably Biologics) and the ability to translate manufacturing requirements into Automation/Digital Solutions. Preferred experience and skills include knowledge of SAP and Pharmaceutical Technology Transfer processes. This role offers an opportunity to work closely with the Emerson development team to shape the future direction of the DeltaV PKM product. If you are a current employee or contingent worker, please apply through the designated channels provided. Merck & Co., Inc., Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs/resumes submitted without a valid written search agreement will be deemed the sole property of the company. The job posting for this position is effective until 11:59:59 PM on 06/30/2025. Please ensure you apply to the job posting no later than the day before the job posting end date.,

As a Senior Network Analyst and team leader, you are expected to have a good understanding of the OSI reference model. Your role will require excellent communication and presentation skills, along with the ability to adapt to a fast-paced and dynamic organization. You should possess a solid grasp of ITIL Incident, Change, and Problem management processes. Experience with ticketing tools such as BMC Remedy or ServiceNow is essential for this role. Additionally, you should have a strong understanding of TCP, UDP, and IP Protocols. Familiarity with monitoring and management tools like SolarWinds, CA Spectrum, and Syslog will be beneficial. Your expertise should include switching protocols like STP, VTP, Ether-channel, and VPC, as well as knowledge of routing protocols such as EIGRP, OSPF, and BGP. Hands-on experience with Firewalls like Cisco ASA, FTD, Checkpoint, Palo Alto, and FortiGate is required, emphasizing firewall security, networking, VPN technologies, and network security. Proficiency in Cisco IOS, IOS-XE, and Nexus OS is expected, including a good understanding of Site to Site and SSL VPN technologies. Experience with medium to large IT rollout projects involving network expansions will be an advantage. While not mandatory, knowledge of SDWAN and SDN solutions like Cisco SDWAN, Silver Peak, FortiGate SDWAN, and Cisco ACI is considered a plus. Familiarity with Forward and Reverse Proxy solutions such as F5, KEMP, Citrix, A10, and Bluecoat will also be beneficial. As an excellent team player, you are encouraged to take ownership and initiative in resolving complex issues. Strong troubleshooting skills are essential for success in this role.,

As a Problem Management Administrator at our Gift City, Gandhinagar location, you will play a crucial role in managing the Problem Management process within our IT department. Your responsibilities will include identifying root causes of incidents and recurring issues, implementing preventive measures, and collaborating effectively with cross-functional teams to minimize their impact on business operations and ensure service level management practices are met. Key Responsibilities: - Lead the Problem Management process by identifying, analyzing, investigating, and resolving root causes for incidents and recurring issues. - Collaborate closely with Incident Managers, Service Desk teams, and other IT stakeholders to prioritize and resolve problems impacting service delivery and operational efficiency. - Conduct root cause analysis (RCA) sessions, document findings, and develop corrective and preventive actions (CAPAs). - Manage problem records in the IT service management (ITSM) system, ensuring accurate documentation, categorization, prioritization, and timely resolution. - Implement and maintain problem management strategies, policies, and procedures aligned with ITIL best practices. - Develop and analyze problem management metrics, KPIs, and reports to measure performance and track the effectiveness of problem management activities. - Coordinate with other IT service management processes to ensure alignment and integration of problem management activities. - Provide guidance and support to junior problem management staff, fostering a culture of continuous improvement and knowledge sharing. Requirements: - Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience. - 4-5 years of proven experience in problem management or incident management roles within a corporate IT environment. - Technical proficiency in conducting root cause analysis and problem resolution across IT infrastructure, applications, and services. - Experience with IT service management tools (e.g., ServiceNow, BMC Remedy) and familiarity with the ITIL framework. - Strong analytical and problem-solving skills with the ability to prioritize and manage multiple problems and projects simultaneously. - Excellent communication and interpersonal skills to collaborate effectively at all organizational levels. - ITIL Foundation certification or higher-level ITIL certifications preferred. - Experience in managing problem management processes in a complex organizational environment. If you have hands-on experience in problem management and meet the above requirements, we encourage you to apply for this role and become a valuable member of our team dedicated to maintaining the efficiency and effectiveness of our IT services.,

As an Account Manager for Strategic Accounts at Perfios, your core responsibilities revolve around Account Management, sales strategy development, Adoption & Account ecosystem, customer relationship management, Problem management, and revenue growth. In terms of Account Development, you will be tasked with managing a large account for Perfios. This includes business development, pipeline build & management, relationship building & development, escalation management, internal collaboration, and stakeholder management. For Sales Strategy Development, you will be responsible for crafting a comprehensive sales strategy that aligns with the company's goals for the large account. This involves creating a robust account plan, defining sales pipeline build plan, planning to achieve sales targets, collections, and developing competitive and sustainable pricing propositions. In Adoption & Building a strong account ecosystem, you will work on building a strong account system through collaboration with Sales, Solutioning, Customer Success, Product professionals, or a strategic account team to drive revenue growth and stronger adoption of Perfios Tech. Customer Relationship Management is a crucial aspect where you will need to build and maintain strong client relationships through effective communication, customer support, and proactive engagement. Understanding client needs, providing solutions, and tailoring the Perfios pitch to align with client vision & strategy is essential. Driving Revenue Growth will be a key focus, where you will aim to increase sales volume, achieve Month on Month revenue growth, launch new engagements, improve pricing strategies, and identify new sales opportunities. Understanding sales metrics and leveraging them to measure and track performance is vital. The ideal candidate should possess a Bachelor's degree in Business (a Master's degree is a plus), along with 5-10 years of experience in Key account management & sales, particularly with Public Sector Banks in India. An understanding of Digital Lending Solutions and journeys would be beneficial. Proficiency in technology, exceptional communication skills, strong analytical abilities, experience with customer success tools and metrics, and a passion for delivering exceptional customer experiences are also required to excel in this role.,

You should have 9 to 15 years of experience in US Healthcare and be based in Hyderabad or Chennai. The shift timings for this role are from 3 pm to 12 am. Your essential responsibilities will include assisting in preparing project plans, reviewing and auditing special projects, analyzing risks, establishing contingency plans, analyzing actual performance, mapping efforts, establishing clear priorities, coordinating with project stakeholders, resolving conflicts, measuring project outcomes, monitoring progress, and sharing reports with management/sponsor. You will also be responsible for coordinating project documentation and sharing project dashboards with management on defined time intervals. To excel in this role, you must have a strong understanding of the software development life cycle, be able to work in a fast-paced environment independently with minimal support, possess analytical and communication skills, be proficient in Microsoft Office Suite products including Excel, PowerPoint, and Word, demonstrate strong leadership and planning skills, have experience with customer relationship management, and be able to analyze and visualize data to extract insights and share them across various departments within the organization. Additionally, you should be skilled in problem management and resolution and capable of turning data into actionable information.,

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. We are looking for an experienced Critical Incident and Problem Manager to join our IT Infrastructure team. This role is critical in ensuring the high availability and stability of our systems by driving the resolution of major incidents and leading root cause analysis for recurring issues. The ideal candidate will be a proactive problem solver, skilled in cross-functional coordination, and comfortable navigating complex technical environments. As a Critical Incident and Problem Manager at IntouchCX, you will have the following responsibilities: - Drive all major incidents to resolution as quickly as possible. - Provide coordination across all support teams to ensure the timely resolution of incidents. - Offer timely, regular, and comprehensive updates to key stakeholders. - Review incidents to ensure that they are documented correctly in the Incident report as per the Incident Management process. - Participate in regular incident meetings to review open incidents and drive timely closure. - Perform post-incident review for major incidents to capture lessons learned and ensure closure of improvement plans. - Create an incident report for key stakeholders containing an executive summary and the incident timeline. - Track and report all critical incident management-related KPIs. - Run root cause analysis meetings to identify issues, lessons learned, and preventive actions. - Work with various support teams to drive problem tickets to closure. - Track follow-up actions, ensuring timely closure of problem tickets. - Perform analysis to identify and register problem tickets. - Act as the gatekeeper of all known errors. - Track and report all problem management-related KPIs. To be successful in this role, you need to have: - A Bachelor's degree in Business, Computer Science, or related discipline required, or equivalent work experience. - 5 to 7 years of experience managing complex IT initiatives in a global enterprise environment. - Experience in technical incident and problem management in a highly dynamic global organization. - Experience in Infrastructure (Storage, Network, Windows, Linux, etc), information security, and/or web/application/middleware services. - A good understanding of business processing operations (BPO) is a plus. - Strong communication skills and the ability to articulate complex matters in a concise manner to non-technical audiences. - Good interpersonal skills with the ability to manage different internal teams effectively. - Strong analytical skills and the ability to handle complex technical and process subject matters. - Self-motivated and able to work independently. - ITIL certification is required for this position. Join us at IntouchCX and be part of a team that drives positive change and delivers exceptional results in the realm of customer experience management and digital engagement.,

The role of WAF - L2 requires 3 to 10 years of experience in working on Network Security. The position is based in Mumbai and the ideal candidate should hold Product Certification in F5 WAF/Cloudfare Certified Professional. The candidate should have overall 3-6 years of experience in network security with a minimum of 3 years dedicated to managing WAF solutions. Proficiency in managing WAF, working with Windows, Linux, and Unix environments is essential. Hands-on experience in commissioning and implementing WAF solutions, integrating with various management and authentication authorization tools, and automating processes using scripting is required. Responsibilities include managing policies and exceptions, server traffic management, analysis, and troubleshooting tools. The candidate should have a good understanding of WAF solutions, incident, problem, service request management, change management, configuration management, and capacity management of WAF Setup. Proactively utilizing network monitoring tools to isolate events, supporting incident monitoring and analysis/response initiatives is crucial. Furthermore, the candidate should coordinate with users to ensure timely resolution of any trouble tickets, troubleshoot layers of the OSI Model, conduct daily performance checks, and maintain network security policy, standards, and procedures. Creating technical documentation, co-coordinating with OEMs, leading and mentoring L1 & L2 engineers team, implementing WAF alerts, rules, and policies, and closure of compliance and audit points are part of the job responsibilities. The candidate should be able to investigate, isolate, and resolve WAF incidents with RCA, implement SOP/Run book, update knowledge base, automate and integrate tools with security dashboard, and Infosec tools. Patch updates, upgradation, and ensuring SLA compliance, along with excellent communication skills, ability to manage complex issues, and ownership of technology are key aspects of the role.,

As a member of the team, you will be responsible for supporting and implementing the QAD suite of applications across various sites. Your role will involve researching and suggesting process improvement solutions to enhance the efficiency and currency of established procedures, thereby achieving optimal performance levels for manufacturing operations. You will play a key role in supporting the Problem Management process, acting as a vital communication channel between manufacturing sites, support groups (Applications & Vendors), and Management. Additionally, you will assist in planning deployments and configuration changes in the current production environment, as well as presenting various metrics to management and proposing continuous improvement ideas. In this position, you will be required to escalate incidents/problems as necessary and coordinate changes that affect multiple applications with the respective application owners. Your responsibilities will also include ensuring that agreed service levels are maintained and reported to both local management and global IT management. Furthermore, you will be expected to ensure that systems and procedures are in compliance with relevant legislative requirements, such as the Data Protection Act. This role will involve operating across multiple plants and units, with the primary location being Pune Tech Center. Other duties as assigned will also fall within your purview, making your role dynamic and essential to the smooth functioning of the manufacturing operations.,

As an OSS Expert, you will be responsible for the comprehensive administration, fault incident, and problem management of multi-vendor OSS tools in locations such as Chennai and Noida. Your role will involve adhering to SLA and OLA requirements, handling higher-level escalations during incidents, providing detailed analysis, and expertise for complex faults that require extensive procedural and technical knowledge. Your contributions and learning opportunities will include leveraging your expertise in OSS, NMS, and EMS tools to monitor and manage network infrastructures effectively. You will apply your knowledge of Incident, Change, and Problem Management processes to swiftly address disruptions, minimize downtime, and implement long-term solutions. Additionally, you will adhere to Change Management protocols to ensure systematic planning, assessment, and execution of network infrastructure modifications. In this role, you will coordinate with internal teams and external vendors to resolve network issues efficiently, ensuring minimal disruption to services. You will also manage shifts effectively, overseeing Incident Management, OSS Monitoring, and Mail Acknowledgment processes to provide continuous support and monitoring. Furthermore, you will refine your analytical skills by employing techniques like root cause analysis to address and resolve infrastructure and application issues effectively. To enhance your skills, you will expand your understanding of networking protocols and IoT technologies, staying updated on advancements to ensure robust and secure network operations. You will also have the opportunity to improve your knowledge of security concepts and implement best practices to safeguard network infrastructures against potential threats. Qualifications: - Graduates with a Bachelor's or Master's degree in Engineering, or a Bachelor's or Master's degree in Computer Applications (BCA or MCA) with at least 7 years of experience. - Proficiency in Multi-Vendor OSS NMS/EMS systems administration, with experience in tools such as Nokia Netact, NFM-P&T, Alcatel 5620, 5620 SAM MD, CISCO IOT Service Manager, Ciena NCS/Site Manager, Fortinet FW Manager, Huawei-U2000, Samsung-USM/CMS, and Ericsson-ENM. - Expertise in OSS tools fault management, network troubleshooting, and incident response in a large-scale environment. - Hands-on experience in troubleshooting complex large-scale Multi-Vendor OSS tools with a minimum of 5 years of experience in handling Openshift/Linux-based infrastructure and applications. Preferred qualifications: - Knowledge of Netact, NFM, CISCO, Ciena, Samsung USM/CMS. - Redhat certification, OpenShift cloud, and proficiency in scripting languages like Python.,