4444 Problem Management Jobs - Page 38

Provide first- and second-level IT support via phone, email, chat, and ticketing tools. Troubleshoot and resolve issues related to: - Windows and macOS systems - Office 365 applications (Teams, Outlook, SharePoint, OneDrive, etc.) - VPN connectivity and network access - Mobile Device Management (e.g., Intune, JAMF, AirWatch) Install, configure, and maintain software and hardware for laptops, desktops, and mobile devices. Administer Active Directory user management (password resets, account unlocks, group policies). Escalate complex issues to appropriate teams with complete technical context. Maintain accurate records of all user interactions and issue resolutions in the ITSM system. Monitor key infrastructure services (disk space, backup status, system health) using standard tools. Contribute to the knowledge base and help develop documentation for recurring issues. Participate in onboarding and offboarding processes from an IT support perspective. Follow ITIL-aligned best practices for incident, request, and problem management. Proactively identify opportunities for automation or improvement in support processes. Use monitoring tools and observability platform to communicate service impact to users Prepare outage notification and handle crisis bridge Work on infrastructure and application related critical incidents to follow up with respective support teams Required Skills & Qualifications: 1 3 years of experience in a similar Service Desk or IT Support role. Graduate in any discipline. Proficiency in supporting: - Windows 10/11 and macOS environments - Microsoft 365 suite (Exchange Online, Teams, SharePoint) - VPN technologies (Cisco AnyConnect, FortiClient, etc.) - MDM platforms (Microsoft Intune, JAMF, Workspace ONE) Basic understanding of networking concepts: DNS, DHCP, TCP/IP. Familiarity with ITSM tools (Jira, BMC Helix, etc.) Strong analytical and troubleshooting skills with a keen attention to detail. Excellent communication and customer service skills. Ability to prioritize tasks in a fast-paced environment. Desktop Engineer, Ticketing

Job Category Full-Time Job Title Senior Manager Work Location Hyderabad Qualification s BE/B.Tech. / MTech. / MCA/Degree in Computer Science Expereince8-12 years Working Conditions Flexible to wo rk in EST/PST working hours . Key Responsibilities Understand the suite of offerings and services provided to customers with focus on SLAs, processes unique to each customer and in-flight projects and actions currently underway. Develop and maintain excellent relations with key service managers and stakeholders in the customer organizations . Ensure internal delivery organizations show 100% adherence to customer processes and delivery timelines. Chair daily calls to co-ordinate open issues and next steps with the ability to track and report across multiple cust

Required Skills Behavioral | Aptitude | Tasks Related Skills Functional | IT Operations Management | Current, Up to date Operational Documentation Library (ODL) Behavioral | Microland Skills | Execution Excellence Education Qualification : Engineer - B.E / B.Tech / MCA Certification Mandatory / Desirable : Technology | IT Service Management Certifications | ITIL Intermediate Certificate 1. Define business/operations specific process workflow in a manner which is simple to understand and execute 2. Drive goals in synergy with customer CTQs (critical to quality) 3. Overcome failure modes by tweaking Service operation procedures or people skills, Propose and implement corrective steps 4. Audit as per definition of Incident Management (IM) 5. Identify and pick CTQs which are influencers 6. Problem Management - Diagnose, Root cause Analysis (RCA), Identify permanent fix, manage Known Error database, SLA, process compliance 7. Change Management (CM) - Present and review change plans to identify anomalies, Analyze change records/process and establish trends and problems, Implement change process through training/coaching 8. Configuration Management - Manage defined CM Processes and Procedures for appropriate Scripting, testing, Execution and Closure of the Change Configuration Management 9. Identify Configuration Information (Cis); document and maintain as per process. Maintain and manage configuration management database (CMDB) by updating CIs Release Management (RM), Manage Release Plans, analyze quality of tests and test plan. 10. Availability Management (AM), Recommend work around as needed with service restoration as the primary goal, Work with other processes such as IM and PM in achieving AM goals 11. Financial Management (FM), Manage service billing process as per signed off SOWs with customer 12. Capacity Management (CM), Ensure adequate performance and capacity for all IT services, Plan Capacity, 13. Manage ITSCM process, Interpreting plans, test reports, etc. Communicate awareness on ITSCM, Integrate ITSCM within BCM (Business continuity management). 14. Establish measurement parameters, IT Security Management. Define IT security policies in conjunction with business requirements 15. Vendor Management (VM), drive effectiveness of VM Process. Review with Vendors on the SLA Metrics, Steer Service Reviews with customers and handle issues

Some careers shine brighter than others. We are currently seeking an experienced professional to join our team in the role of Consultant Specialist. In this role, you will be: Provide full scope of the day-to-day Production Support service for Online and offline jobs, including live Incidents, incident recovery as well as post-resolution Problem management activities. Participate in crisis calls with periodic updates to business and stakeholders. Bring effective collaboration among various IT teams for quick investigation/incident resolution. Identify & implement automation opportunities of the production support processes, create dashboards, improve the alerting and monitoring mechanism for early detection of incidents. Work on root cause analysis , Incident recovery , investigations and functional query resolutions. Work closely with the Engineering / product teams to bring technical improvements, performance tuning, cost saving, process efficiencies, demanding SLAs, fix repeated incidents in production. Participate in various change deployments, Disaster recovery, and related post implementation verifications, including pre-activity engagement. Contribute productively to the teams objectives, application support availability and activities to achieve shared goals. Provide technical guidance to junior staff and upskill the team to effectively handle and reduce response time. Requirements Experienced IT professional, with experience in supporting iseries based applications. Very good knowledge of Core Banking application - Online and offline jobs and interfaces - MQ, C:D, sFTP, IWS api,programming languages CLLE / RPGLE / DB2400 /SQL Strong analytical skills to identify and resolve problems whilst maintaining service performance and quality of output. Very good hands-on trouble shooting skills is needed, develop quick emergency fixes. Should have solid understanding of production support processes, good Knowledge on Incident/Change/Problem/Service Management process. Strong communication and presentation skills. Should be able to collaborate with teams across multiple regions and ability to manage crisis. Experience in monitoring tools, basic knowledge of Agile (scrum methodologies) and JIRA, RTC, Service Now, Certification like Agile will be added advantage Basic Knowledge on Python and Exposure to any of the Cloud technologies like ( AWS /GCP /Azure) Good team spirit and qualities like taking ownership, open to work in shifts, support weekend activities, provide assistance, guidance, share knowledge to team and juniors Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Have in-depth knowledge of governance, risk, and compliance, including internal auditing, audit standard, risk and compliance, cyber security review, policy review, ISO 27001, ISMS etc. Have a good understanding of a Cyber security landscape primarily to prevent them from cyber security threats Perform testing of IT Application Controls, IPE, and Interface Controls through code reviews, IT General Controls review covering areas such as Change Management, Access Management, Backup Management, Incident and Problem Management, SDLC, Data Migration, Batch Job scheduling/monitoring and Business Continuity and Disaster Recovery. Perform Risk Assessment, identification, and Evaluation of Controls, prepare process flow diagrams and document the same in Risk & Control Matrix. Perform business process walkthrough and controls testing for IT Audits. Performing planning and executing audits, including - SOX, Internal Audits, External Audits Exposure to international standards like NIST, CIS 20, ISO27001, ISO 22301, ISO 42001, PCI-DSS etc. Exposure to Privacy, Data Security, Data Governance processes etc. would be an added advantage Conducting controls assessment in manual/ automated environment Support in the Creation of IT Audit Plans for Internal Audit Teams Prepare/Review of Policies, Procedures, SOPs Maintain relationships with client management and the project Manager to manage expectations of service, including work products, timing, and deliverables. Demonstrate a thorough understanding of complex information systems and apply it to client situations. Use extensive knowledge of the clients business/industry to identify technological developments and evaluate impacts on the work to be performed. Coordinate effectively and efficiently with the Engagement manager and the client management keeping both constantly updated regarding project s progress. Collaborate with other members of the engagement team to plan the engagement and develop relevant workpapers/deliverables. Perform fieldwork and share the daily progress of fieldwork, informing supervisors of engagement status. Certifications like CISA, CISSP etc. would be an added advantage. .

E3 Network Engineer Job Description About the Role We are looking for a skilled Network Engineer with hands-on experience in Cisco, Palo Alto, platforms & knowledge of routing, switching and firewall administration. Key Responsibilities 1. Incident & Problem Management Handle issues for network and firewall. Monitor , Troubleshoot & resolve connectivity, routing, switching and security-related incidents within SLA. Perform root cause analysis or reason for outage for recurring issues & escalate to vendor as required. Perform proactive failover activities. 2. Network Operations & Maintenance Configure and maintain Cisco and Juniper routers/switches for LAN/WAN environments. Manage and update Panorama Palo Alto policies, NAT and configurations. Conduct routine health checks, performance monitoring and preventive maintenance. 3. Change & Configuration Management Implement approved changes such as VLAN creation, routing updates, ACL modifications and firewall rule changes. Update device configurations in compliance with change management procedures. Maintain configuration backups and version control. 4. Monitoring & Proactive Support Monitor & troubleshoot network devices, firewalls using Solarwinds & Servicenow. Respond to alerts for link degradation, high CPU/memory usage or security threats. Participate in capacity monitoring and suggest optimizations. 5. Documentation & Reporting Maintain accurate incident, change, and asset documentation. Update network topology diagrams and operational runbooks as required. Provide daily/weekly operational status reports to management. Required Skills & Qualifications Diploma or Bachelor s degree in Computer Science, IT, or related field (or equivalent work experience). 3 5 years of experience in network operations or support. Proficiency in: Cisco IOS/NX-OS for routing & switching Palo Alto firewalls (PAN-OS, Panorama) Juniper JUNOS for routing & switching Routing protocols: BGP, EIGRP, static routing Layer 2/3 switching: VLAN, STP, EtherChannel Firewall Palo Alto policies, NAT, IPsec VPNs, and SSL VPNs Experience with monitoring tools , ticketing tools & troubleshooting tools (SolarWinds , ServiceNow , packet capture, Wireshark). Preferred certifications: Cisco CCNA/CCNP Palo Alto PCNSA Behavioral Competencies Strong troubleshooting and analytical skills. Ability to work in a 24x7 shift environment and under pressure. Good communication skills for clear escalation and documentation. Team-oriented mindset with attention to detail.

Ownership of theapplication production support for the IT applications Lead Application Support L1&L2 across the applications from the end user perspectiveForm , maintainand manage a capable IT application support team Ensure welldocumented SOP/checklist and execution same as per the expected timelines Own disasterrecovery of applications with close co-ordination with infra team Ensure expectedSLAs ,turned around time requirements linked to incidents ,changes ,problems inproduction Manage theapplication deployment in productionLead andpriorities the application support teams work load Manage and Ownthe Problem Management Process Maintainapplication monitoring , performance tuning and testing Provide input tothe implementation ,backup and roll back plan Experience range 3-6 yearsMust be good inverbal and written communications Must have priorsupport function background

Required Skills Behavioral | Aptitude | Tasks Related Skills Functional | IT Operations Management | Current, Up to date Operational Documentation Library (ODL) Technology | IT Service Management | Recording and Responding to Incidents Behavioral | Microland Skills | Customer Centricity Behavioral | Aptitude | Data Related Skills Education Qualification : Any Graduate Certification Mandatory / Desirable : Technology | IT Service Management Certifications | ITIL Intermediate Certificate 1. Define business/operations specific process workflow in a manner which is simple to understand and execute 2. Drive goals in synergy with customer CTQs (critical to quality) 3. Overcome failure modes by tweaking Service operation procedures or people skills, Propose and implement corrective steps 4. Audit as per definition of Incident Management (IM) 5. Identify and pick CTQs which are influencers 6. Problem Management - Diagnose, Root cause Analysis (RCA), Identify permanent fix, manage Known Error database, SLA, process compliance 7. Change Management (CM) - Present and review change plans to identify anomalies, Analyze change records/process and establish trends and problems, Implement change process through training/coaching 8. Configuration Management - Manage defined CM Processes and Procedures for appropriate Scripting, testing, Execution and Closure of the Change Configuration Management 9. Identify Configuration Information (Cis); document and maintain as per process. Maintain and manage configuration management database (CMDB) by updating CIs Release Management (RM), Manage Release Plans, analyze quality of tests and test plan. 10. Availability Management (AM), Recommend work around as needed with service restoration as the primary goal, Work with other processes such as IM and PM in achieving AM goals 11. Financial Management (FM), Manage service billing process as per signed off SOWs with customer 12. Capacity Management (CM), Ensure adequate performance and capacity for all IT services, Plan Capacity, 13. Manage ITSCM process, Interpreting plans, test reports, etc. Communicate awareness on ITSCM, Integrate ITSCM within BCM (Business continuity management). 14. Establish measurement parameters, IT Security Management. Define IT security policies in conjunction with business requirements 15. Vendor Management (VM), drive effectiveness of VM Process. Review with Vendors on the SLA Metrics, Steer Service Reviews with customers and handle issues

Required Skills Behavioral | Aptitude | Tasks Related Skills Functional | IT Operations Management | Current, Up to date Operational Documentation Library (ODL) Technology | IT Service Management | Recording and Responding to Incidents Behavioral | Microland Skills | Customer Centricity Behavioral | Aptitude | Data Related Skills Education Qualification : Any Graduate Certification Mandatory / Desirable : Technology | IT Service Management Certifications | ITIL Intermediate Certificate 1. Define business/operations specific process workflow in a manner which is simple to understand and execute 2. Drive goals in synergy with customer CTQs (critical to quality) 3. Overcome failure modes by tweaking Service operation procedures or people skills, Propose and implement corrective steps 4. Audit as per definition of Incident Management (IM) 5. Identify and pick CTQs which are influencers 6. Problem Management - Diagnose, Root cause Analysis (RCA), Identify permanent fix, manage Known Error database, SLA, process compliance 7. Change Management (CM) - Present and review change plans to identify anomalies, Analyze change records/process and establish trends and problems, Implement change process through training/coaching 8. Configuration Management - Manage defined CM Processes and Procedures for appropriate Scripting, testing, Execution and Closure of the Change Configuration Management 9. Identify Configuration Information (Cis); document and maintain as per process. Maintain and manage configuration management database (CMDB) by updating CIs Release Management (RM), Manage Release Plans, analyze quality of tests and test plan. 10. Availability Management (AM), Recommend work around as needed with service restoration as the primary goal, Work with other processes such as IM and PM in achieving AM goals 11. Financial Management (FM), Manage service billing process as per signed off SOWs with customer 12. Capacity Management (CM), Ensure adequate performance and capacity for all IT services, Plan Capacity, 13. Manage ITSCM process, Interpreting plans, test reports, etc. Communicate awareness on ITSCM, Integrate ITSCM within BCM (Business continuity management). 14. Establish measurement parameters, IT Security Management. Define IT security policies in conjunction with business requirements 15. Vendor Management (VM), drive effectiveness of VM Process. Review with Vendors on the SLA Metrics, Steer Service Reviews with customers and handle issues

Skill required: Tech for Operations - ServiceNow Tools Administration Designation: SW/App/Cloud Tech Support Analyst Qualifications: BE/Any Graduation Years of Experience: 3 to 5 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do You will be part of the Technology for Operations team that acts as a trusted advisor and partner to Accenture Operations. The team provides innovative and secure technologies to help clients build an intelligent operating model, driving exceptional results. We work closely with the sales, offering and delivery teams to identify and build innovative solutions.The Tech For Operations (TFO) team provides innovative and secure technologies to help clients build an intelligent operating model, driving exceptional results. Works closely with the sales, offering and delivery teams to identify and build innovative solutions. Major sub deals include AHO(Application Hosting Operations), ISMT (Infrastructure Management), Intelligent AutomationThe ServiceNow team is responsible for the administration of users, groups, roles, security groups, & global reports associated with ServiceNow. They are focused on building and maintaining service catalogs and client scripts. In addition, they monitor the software and server performance statistics and developing clear and concise technical/process documentation. Being familiar with all the modules of IT Service Management suite (Incident Management, Change Management, Problem Management, Service Request Management) is an added advantage. The team will work with clients with ServiceNow development Best-Practices Advice and assist in their implementation. The team will be responsible for conducting technical analysis, perform design documentation, develop user stories, perform ServiceNow Application Configuration, Custom Code, develop and modify ServiceNow workflows, forms, lists, business rules, UI components, etc. They also work on the integration between ServiceNow and other systems. What are we looking for ServiceNow Portal DevelopmentServiceNow Tools AdministrationAdaptable and flexibleAbility to establish strong client relationshipAbility to work well in a teamAbility to handle disputesIncident Management Roles and Responsibilities: In this role you are required to do analysis and solving of lower-complexity problems Your day to day interaction is with peers within Accenture before updating supervisors In this role you may have limited exposure with clients and/or Accenture management You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments The decisions you make impact your own work and may impact the work of others You will be an individual contributor as a part of a team, with a focused scope of work Please note that this role may require you to work in rotational shifts Qualification BE,Any Graduation

Should be comfortable with Incident management, Change Management, Service request management and problem management. Advanced troubleshooting, analysis, and creative thinking skills to prepare the RCA document. Advanced understanding of client server technology Advanced skills and knowledge in Windows server operating systems. Experience with Patching solutions like Desktop Central Experience with other enterprise level technologies such as multi-factor authentication, Intune, virus protection, file sharing solutions. Understanding of technical support practices such as ticket documentation, SLAs, and escalation processes. Any configuration management tool such as Chef would be a plus Backup solution knowledge like VEEAM would be a plus VDI, VMWare experience would be an advantage Quick learner, self-starter, the ability to work independently and as part of a team. Able to work within time constraints and follow set processes and procedures. Customer focused, a team player, and able to work on multiple tasks with minimal supervision. Industry certifications such as Microsoft Azure, O365 certification, ITIL V3/V4, etc. a plus Advanced level analytical and problem-solving abilities. Should be comfortable with 24*7 support in rotational shift. Excellent verbal and written communication skills.

We are looking for a 4-6 years experienced BI Reporting Support Lead to manage and support enterprise BI reporting platforms including Qlik Sense, QlikView, and Tableau dashboards. This role requires leadership in a 24x7 support environment with rotating on-call responsibilities. The lead will play a critical role in incident and problem management, continuous service improvement, and automation while maintaining comprehensive documentation and monitoring frameworks. Key Responsibilities: Lead BI Dashboard Support: Manage and provide L2/L3 support for Qlik Sense, QlikView, and Tableau dashboards ensuring availability, performance, and timely issue resolution. Incident and Problem Management: Lead incident management and problem resolution processes, ensuring SLA adherence. Conduct root cause analysis and implement corrective actions to minimize recurrence. Service Management and Continuous Improvement: Collaborate with the service management layer to drive continuous service improvements, including automation recommendations and implementation. Documentation and Knowledge Management: Create, review, and maintain Standard Operating Procedures (SOPs), runbooks, and Known Error Database (KEDB) to streamline support activities and reduce incident resolution time. Monitoring and Reporting: Utilize monitoring tools to proactively identify issues in BI platforms. Track and report on KPIs and SLAs for dashboard health and support effectiveness. Automation and Optimization: Work closely with automation teams to identify opportunities to automate repetitive tasks and improve dashboard performance. ETL and Reporting Tools Support: Provide support and troubleshooting expertise for related ETL and reporting tools such as SSIS (SQL Server Integration Services) and SSRS (SQL Server Reporting Services). Shift and On-Call Support: Participate in a 24x7 rotating shift schedule, including on-call duties, to ensure continuous support coverage. Stakeholder Communication: Maintain clear communication with business users and IT teams, providing timely updates on incident status and service improvements. Team Leadership and Mentoring: Guide and mentor junior analysts in technical troubleshooting, incident management, and documentation best practices. Required Skills and Qualifications: 4-6 years of hands-on experience supporting BI dashboards using Qlik Sense, QlikView, and Tableau . Solid experience with SSIS and SSRS for data integration and reporting workflows. Strong knowledge of IT Service Management (ITSM) processes including Incident Management, Problem Management, SLA management, and KPI tracking. Experience in creating and maintaining SOPs, runbooks, and KEDB documentation. Proficient with monitoring tools to track BI environment health and performance. Ability to work effectively in a 24x7 shift environment with on-call rotations. Strong analytical, troubleshooting, and problem-solving skills. Excellent communication skills for technical and non-technical stakeholders. Experience working within a service management framework driving continuous service improvement and automation. Familiarity with automation tools and scripting languages (e.g., PowerShell, Python) is a plus. ITIL Foundation certification or equivalent is preferred.

Required Skills Behavioral | Aptitude | Tasks Related Skills Behavioral | Microland Skills | Execution Excellence Behavioral | Aptitude | Data Related Skills Education Qualification : Engineer - B.E / B.Tech / MCA Certification Mandatory / Desirable : Technology | IT Service Management Certifications | ITIL Intermediate Certificate 1. Define monitoring and measurement parameters for the process in-line with defined deliverable and signed-off SLA 2. Train team members on changed processes/procedures 3. Give feedback basis performance against benchmark Incident Management (IM) 4. Identify process deficiency to drive efficiency 5. Achieve improved availability through improved service restoration methods 6. Identify training needs, Analyze cause and effect at process level, 7. Change Management (CM) Present and review change plans to identify anomalies, Analyze change records/process and establish trends and problems, Implement change process through training/coaching 8. Configuration Management - Audit CMDB for correctness and completeness of Cis (Configuration Information), Analyze process for deficiency, run training campaign, Audit and review process to strengthen CMDB process management 9. Release Management (RM), Analyze the Releases from quality, timelines view, Supply inputs to Incident and Problem management teams 10. Availability Management (AM) - Implementation of Availability Management process on basis of: Business Plans, Customer SLA s, Risk identification mechanism 11. Compliance management - Deliver trainings on defined Processes, metrics and audits, Process performance monitoring to identify actual and potential failure modes, take necessary actions to improve performance 12. Financial Management (FM) - Allocate costs as per catalogue for services obtained, Monitor correctness of process 13. Capacity Management (CM), Delegate responsibility for performance and capacity monitoring and alerting tasks, Report provision and advice to other areas of IT and the business. 14. ITSCM - Decide on Initiating BCM, Define policies, process authority SLA management, Create and update service catalogue, Update and run service improvement program ITSM, Define and manage IT Security policy 15. Vendor Management (VM), Define VM in RFP, selection, compliance criteria on various requirements

Position Purpose This position is for Site reliability Engineer within Client Engagement and Protection APS team. The primary purpose is to be accountable for all core engineering / transformation activities of ISPL Transversal CEP APS Responsibilities Direct Responsibilities Automate away toil using a combination of scripting, tooling, and process improvements Drive transformation strategies involving infrastructure hygiene / end of life Implementing new technologies or processes to improve efficiency and reduce costs eg:- CI/CD implementation Monitoring system performance and capacity levels to ensure high availability of applications with minimal downtime Investigating any service disruptions or other service issues to identify their causes Performing regular audits of computer systems to check for signs of degradation or malfunction Developing and implementing new methods of measuring service quality and customer satisfaction Conducting capacity planning to ensure that new technologies can be accommodated without impacting existing users Conducting post-mortem examinations of failed systems to identify and address root cause Drive various Automation, Monitoring & Tooling common purpose initiatives across CEP APS and other teams within CIB APS Accountable for generation, reporting and improvements of various Production KPIs, SLs and dashboards for APS teams Accountable for improvements in service and presentations for all governances and steering committees Accountable for maintenance and improvement of IT continuity plans (ICP) Contributing Responsibilities Technical & Behavioral Competencies Strong knowledge of DevOps methodology and toolsets Strong knowledge of Cloud based applications/services Strong knowledge of APM Tools i.e. Dynatrace / AppDynamics Strong Distributed Computing and Database technologies skillset Strong knowledge of Jenkin, Ansible, Python, Scripting etc. Good understanding of Log aggregators i.e. Splunk/ELK Good understanding of observability tools i.e. Grafana / Prometheus Ability to work with various APS, Development, Operations stakeholders, locally and globally Dynamic, proactive and teamwork oriented Independent, self-starter and fast learner Good communication and interpersonal skills Practical knowledge of change, incident & problem management tools Innovative and transformational mindset Flexible attitude Ability to perform under pressure Strong analytical skills Preferred to have ITIL Dockers/Kubernetes Prior knowledge on Site Reliability Engineering / Dev-Ops / Application Production Support / Development background Specific Qualifications (if required) Graduate in any discipline or Bachelor in Information Technology 15 of IT experience Skills Referential Behavioural Skills : Ability to collaborate / Teamwork Creativity & Innovation / Problem solving Ability to deliver / Results driven Communication skills - oral & written Transversal Skills: Ability to manage a project Ability to set up relevant performance indicators Ability to anticipate business / strategic evolution Ability to develop and adapt a process Analytical Ability Education Level: Bachelor Degree or equivalent Experience Level At least 15 years

Position Purpose This role will require the individual to perform a critical function by being fully accountable and responsible for the IT Major Incident Management function across all CIB2S applications. The position will primarily be single point of contact for business in the event of a Major Incident, as well as a reference point regarding IT Major Incident Management, while interfacing with two other geographical regional centers to provide a true follow the sun coverage for all IT incidents. This role requires excellent communication skills and ability to build relationships with the various teams across IT and will be required to have a clear and strong understanding of the ITIL incident management process and have hands on experience with major incident and/or crisis management processes. There will be requirements to demonstrate pro-activeness and ensure ownership and accountability of IT incidents within the organization. A good understanding and awareness of interfacing ITIL processes is highly desired. The individual will be interfacing with senior members of the organization and will therefore be required to deliver precise and concise messages in a timely fashion. The individual needs to be approachable and responsible for handling all reported issues, managing the issues through to resolution as swiftly as possible. Forging good working relationships with the existing geographical service delivery teams will be of high importance for success in this role. Ability to stay calm under pressure is essential for this role. Responsibilities Direct Responsibilities Ensure incidents are managed efficiently, economically and effectively by following procedures and processes currently in place Act as an escalation point of contact for major incidents which are not resolved within the agreed service levels Managing crisis situations through to resolution with clear verbal and written communications Perform an unbiased role across all teams, managing communications between teams and making impartial decisions Co-ordinate various post incident resolution activities including incident reviews and production of business incident reports. Develop good working relationships with various local and global teams Liaison with all user communities to meet support and service requirements Conduct service improvement meetings with various geographical user base locations Adhere to and respect appropriate departmental procedures processes and practices Contribute to daily, monthly, Quarterly reporting requirements including key performance & risk Indicators. Contributing Responsibilities Share knowledge and experience with other team members and the wider IT department as appropriate. Hold process awareness sessions to increase the teams visibility and position within the organization Contribute and uphold improvements to Major Incident Management process and procedures. Technical & Behavioral Competencies Solid and demonstrable experience within a major incident management discipline, preferably within the financial industry Clear aptitude for service delivery excellence and producing quality results Customer focused approach to work Ability to adapt and remain calm under pressure Strong decision-making ability Good communication skills, written and verbal Self-driven and proactive, sharing best practices and improvement suggestions Focused on innovation and continuous improvement A quick learner A team player Specific Qualifications (if required) ITIL Foundation is preferred Knowledge of a wide range of ITIL based processes Experience preferably in Banking or Financial sector will be an added advantage Skills Referential Behavioural Skills : Communication skills - oral & written Decision Making Ability to collaborate / Teamwork Critical thinking Transversal Skills: Ability to understand, explain and support change Ability to develop and leverage networks Ability to develop and adapt a process Education Level: Bachelor Degree or equivalent Experience Level Beginner

Education Qualification : Any Graduate Skills : Primary -> Technology | Collaboration and Messaging Roles | 2 - Knowledgeable Primary -> Technology | Unified Communications Platforms | Microsoft | 1 - Aware Tertiary -> Domain | IT in Banking | Customer Support | 2 - Knowledgeable Tertiary -> Behavioral | Aptitude | Communication | 2 - Knowledgeable Tertiary -> Behavioral | Aptitude | Information Processing | 2 - Knowledgeable Certification : Technology | IT Certifications | Microsoft Certification | Messaging Administrator Associate - MS-203 Key Responsibilities Messaging Engineers primary responsibility is to provide support to an organization s messaging infrastructure to help them meet their business goals. This is done by performing the regular BAU activities on Exchange Online(M365 or Google Suite)/any other OnPrem messaging infrastructure, periodic maintenance and addressing repetitive end user incidents and requests within the specified SLA. This role also spills over to the bigger Unified Communication and Collaboration (UCC) support including SOP based administration of Teams, OneDrive, BOX, SharePoint, Yammer etc., 1. Monitor, Report, Administer, Troubleshoot, and provide L1 support for email infrastructure. 2. Address end user incidents and requests related to email and UC services access including any remote desktop troubleshooting. 3. Update the support ticket with the progress and closing within the SLA. 4. Incident and Problem Management 5. Understand SOP documents and consult L2 team in case of any discrepancies Technical Skills 1. Messaging - Understanding of Microsoft 365, Google Suite and OnPrem Messaging - Accounts management (Users mailbox, groups, License assignment, calendars, tasks etc.) - Troubleshoot Exchange Active Sync (EAS) related incidents. 2. Unified Communication and Collaboration - Understanding of various services in UCC portfolio; for e.g., Teams, OneDrive, SharePoint etc. 3. LDAP - Basic Active Directory user administration 4. End-User - Outlook 2016/2019/M365/Mobile clients - Teams, desktop/mobile clients - OneDrive/BOX desktop sync 5. PowerShell - Basic PowerShell scripting knowledge

Required Skills Technology | Collaboration and Messaging Roles Technology | Unified Communications Platforms | Microsoft Domain | IT in Banking | Customer Support Behavioral | Aptitude | Communication Behavioral | Aptitude | Information Processing Education Qualification : Any Graduate Certification Mandatory / Desirable : Technology | IT Certifications | Microsoft Certification | Messaging Administrator Associate - MS-203 Key Responsibilities Messaging Administrator s primary responsibility is to provide support to an organization s messaging infrastructure to help them meet their business goals. This is done by performing the regular BAU activities on the Exchange Online/any other messaging OnPrem infrastructure, periodic maintenance, installing patches, and supporting L1 team. This role also spills over to the bigger Unified Communication and Collaboration (UCC) support including SOP based administration of Teams, OneDrive, BOX, SharePoint, Yammer etc., 1. Manage, Administer, Troubleshoot, and provide L1/L2 support for email infrastructure (M365 / OnPrem) 2. Implement the activities defined by L3 team 3. Address the tickets escalated from L1 team and close within the SLA 4. Incident and Problem Management 5. Prepare and maintain SOP documents to help L1 team 6. Manage and lead team of L1s Technical Skills 1. Messaging - Complete hands-on experience on M365 - Administration of M365 and Exchange OnPrem - Managing of Exchange Load Balancers (NLB, WNLB, Clustering) - Managing of email gateways (EOP, IronPort, ProofPoint, Mimecast) - Understanding of SPF, DKIM, DAG, Patch management, mail flow, message tracking 2. Unified Communication and Collaboration - In-depth knowledge of various UCC services; for e.g., Teams, OneDrive, SharePoint etc., 3. LDAP - Active Directory and Azure Active Directory user administration (Tenant administration, Forest and domain, Users, Groups, DHCP, DNS, Group Policy, replication etc.) - Directory Sync from AD to AAD 4. End-User - Outlook 2016/2019/M365/Mobile clients - Teams, desktop/mobile clients - OneDrive/BOX desktop sync - Offline and Online archive management 5. PowerShell - Advanced PowerShell scripting knowledge

Required Skills Technology | Operating System|Handle all security vulnerabilities Technology | Operating System|Knowledge of RAIDS, Knowledge of Reboot process of Storage Arrays Technology | Operating System | Working knowledge on Clusters, NLBs, installation and advance troubleshooting Education Qualification : Any Graduate (Engineering / Science) Certification Mandatory / Desirable : Technology | MCSE / VCP / Using HPE SimpliVity Solutions / SOA-C02 Delivery Skills: 1.Technology Management: Responsible for overall Windows and VMWare technology management for the business. Responsible for planning and execution of new technology roll outs, scope expansion and readiness of team from technology standpoint. Manage SOPs, Knowledge documents, KB articles. Implement technical methodology improvement from past failures and learnings 2.Skill and Competency Management:Define the job roles across team and the skills that employees need to do these jobs. Assess recruits and employees competencies to determine how well their skills and knowledge match their job requirements. Create development plans to close the skill gaps. Monitor, measure, and repeat to achieve your individual, team goals.Succession Planning: Plan for succession and groom the next generation of technical resources for all critical roles Other activities:- a. Technical Assessments b. Training need identification, Impart training and monitor c. Cross skilling of resources d. Manage technical audit of tickets 3. Problem and Change Management: Repeat Incident Analysis, Proactive Problem Identification. Problem Management lifecycle including validation, root cause management, reporting and trending of data. Own and Manage Change management process lifecycle. Responsible for Change KPIs like FTR, Timeliness. Manage change team operation, reporting and process improvements. Asset Management and end to end upgrade life cycle management 4.Automation Initiatives: Identify Automation opportunities by critically looking at data points, technology landscape. Propose, Manage and Drive implementation of automation initiatives

DC ACI / Nexus L2 Day2 Role & Responsibilities The NCE delivers the technologies, solutions and services which customers need to expertly manage their networks Hands on Experience with DNAC & ISE In this role, you will be Cisco s face to the customer,working in a fast-paced, high-impact environment as a visible contributor delivering on our commitments You need to be an experienced and creative problem solver, comfortable with challenging the status quo and rapidly responding to escalated issues Builds strong team relationships with other Customer Support Engineers Enjoys sharing knowledge Connects directly with Cisco customers and builds effective working relationships while solving their issues Manages customer expectations and always aims to leave the customers feeling valued and overall positive about Cisco Cisco Confidential Provide problem root-cause analysis at the network infrastructure and application level and produce detailed technical reports that include root cause, next steps, and recommendations for corrective and preventive actions Review and analyze trends and assist in providing quarterly reports detailing corrective action plans planned for the next quarter Shorten the ,me to resolution during complex situations by using knowledge of the customer network and their operations Leverage industry best practices and detailed understanding of the customer s infrastructure Setting up weekly cadences to review technical issues Review historic customer data to identify trends and enable problem management Handle multiple customers for aforementioned needs remotely or onsite You will be part of Ciscos CX (Customer Experience) Organization You will work very closely with our HTOM, HTTS CSEs, NCEs, SEs, as well as the Service Delivery Manager (SDM) aligned to this engagement CCNP Technical Expertise Desired: Data Centre (Nexus) 5 -10 years Understanding of IP/TCP networking and security concepts Data center and storage network services/technologies Data centre routing and switching technologies (eg vPC, Fabric Path, STP, first hop duplication, VXLAN,ACI, MPLS, OTV, OSPF, QOS, BGP, ISIS, and Multicast) Cisco UCS and Data Center environments including Nexus Series Switches (Nexus 2k,3k,5k, 7k, 9k)

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 : Service Integration and Management (SIAM) Good to have skills : NAMinimum 3 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Infra Tech Support Practitioner, you will be responsible for providing ongoing technical support and maintenance of production and development systems and software products, both remote and onsite. You will work within a defined operating model and processes, implementing technology at the operating system-level across all server and network areas. 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.- Ensure timely resolution of technical issues.- Collaborate with cross-functional teams to troubleshoot and resolve system issues.- Document troubleshooting steps and solutions for future reference.- Provide training and guidance to junior team members.- Stay updated on emerging technologies and industry trends. Professional & Technical Skills: - Must To Have Skills: Proficiency in Service Management (SM).- Strong understanding of ITIL framework.- Experience in IT service management tools like ServiceNow.- Knowledge of network protocols and configurations.- Hands-on experience in system administration.- Good To Have Skills: Experience with ITIL certification. Additional Information:- The candidate should have a minimum of 4 years of experience in Service Integration and Management (SIAM).- This position is based at our Pune office.- A 15 years full time education is required. Qualification 15 years full time education

Responsible for the operation of production environments, including systems and databases, supporting critical business operations. Will perform administration and analysis for multiple production environments and recommend new and novel solutions to improve availability, performance, and supportability. This is an opportunity to bring a combination of deep technical knowledge with administration/analysis knowledge of Oracles Cloud Infrastructure to provide escalation support to a wide range of complex production environment problems related to immense growth, scaling, leveraging the cloud, extremely high performance, and high availability requirements. Install, monitor, maintain, support, and optimize all production server hardware and software. Provide escalated technical support for complex technical issues which may include leading problem management cases and providing management status. Coordinate escalated support cases and lead appropriate internal technical resources and/or third party vendors to resolution and coordinate a storage infrastructure of Oracle system and database appliances. Responsible for Oracle production environments; assist with server operating system and application upgrades, bug fixes, and patching; and work on standardization projects for both hardware and software under the Oracle technology stack while providing consistent system uptime as expected in a Cloud environment. Provide on-call support, on a rotating basis. Responsibilities include but not limited to Incident Management Support and troubleshooting of Staging/Production environments Response and Resolve incidents as per SLAs Organise, Anticipate, Plan and work as On-Call in shifts for multiple services (Open to work in shifts & shows flexibility) Maintain Service High Availability Release Management Test and Deploy solutions and automate to replace manual processes Build and maintain deployment tools/procedures Zero downtime deployments and a high availability mindset Define and build innovative solution methodologies and assets around infrastructure, cloud migration and deployment operations at scale. Work with service teams to resolve complex issues that require troubleshooting and knowledge of code. Keep documentation up to date and resolving similar tickets with lower turnaround time and within SLA Ensure production security posture Ensure monitoring is robust and effective Change Management Perform Root Cause Analysis Required Skills: 6+ years overall experience in IT industry Minimum 4 years of experience as a Sys Admin/Support Strong systems architecture skills Strong Linux administration (Understanding of different Hardware family) Virtualization Technologies Scripting Language (Python/Bash/Shell etc, basic understanding of Java / Go will be good to have) Understanding of Networking, Cloud Computing, Load Balancers Hands on experience at Monitoring/Instrumentation tools (Prometheus/Grafana, new relic, elastic or equivalent). Experience with maintaining high scale deployments, managing high throughput and IO intensive services. Strong knowledge of system configuration tools such as Chef, Terraform, GIT, Jenkins/Hudson, Artifactory Continuous Integration development/deployment, e.g. Docker, Kubernetes

Job Description : Mandotory skills : Exp : 8 + Yrs Job Location : Bangalore Firewalls Cisco ASA Switching HPE, Aruba Wireless Extreme, Wing Controllers Technology: Switching: Proficient in LAN switch technology Hands-on experience on Aruba, HPE switches preferrable Good knowledge of VLAN, port configuration, spanning tree optimization, and performance tuning. Hands on experience in Installing, configuring and upgrading L2 and L3 switches. Hands on experience in Firmware update of switches. Strong practical knowledge of network concepts including DNS, DHCP, VPN, network protocols. Troubleshoot network and internet connectivity. Good knowledge of SNMP, sflow, netflow, syslog and monitoring device parameters, Work closely with Vendors Routing (optional): Good understanding of routing fundamentals Wireless: Experience with RF and managing wiFi networks Deep understanding of WLAN technologies Good knowledge of usage of Authentication and Encryption standards. Experience with AAA, Authentication Authorization Accounting Perform upgrades of WLC and APs Solid understanding of any product (Cisco, Aruba etc) wireless infrastructure and architecture. Good hands-on experience with Wireless LAN controller and Access Point troubleshooting Experience on RADIUS and/or TACACS Experience on Extreme Wing controllers is added advantage Excellent Troubleshooting & Debugging expertise on WLC and Access Points. Network Security: Hands on experience in Cisco ASA FTD Strong knowledge of NAT/PAT, IPSec, AAA concepts. Good knowledge of SNMP, netflow, syslog and monitoring device parameters, Handle Major Changes, Change Scripting. Monitoring Tools : Good understanding of any major NW monitoring tool and its functionality. Good knowledge of SNMP V2 and V3 Configure devices to report to monitoring. Configure Maps, Alerts. Generate Reports MAIN RESPONSIBILITIES AND ACTIVITIES Troubleshooting: Analyze and resolve technical queries of customer - High Sev Incidents, Changes, Change Scripting, Problem Management Tickets, RCA preparation, understand product technology and prepare technical documentation, SOPs, Transitions of new tech, Deployment of switches, Firewalls, Aps, WLC, Attend conference calls with Customer on Technical Reviews/RCA reviews/High critical incidents calls. Knowledge Management: Assist team members in providing information and knowledge sharing, Train/Mentor the new hires in the team Operations: Compliance to set Process, SLA & SLOs, Project/Program Guidelines

Project Role : Software Development Lead Project Role Description : Develop and configure software systems either end-to-end or for a specific stage of product lifecycle. Apply knowledge of technologies, applications, methodologies, processes and tools to support a client, project or entity. Must have skills : ServiceNow IT Service Management Good to have skills : NAMinimum 5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As a Software Development Lead, you will develop and configure software systems, either end-to-end or for specific stages of the product lifecycle. Your typical day will involve collaborating with various teams to ensure the successful implementation of software solutions, applying your knowledge of technologies and methodologies to support projects and clients effectively. You will engage in problem-solving and decision-making processes, ensuring that the software systems meet the required standards and client expectations. 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 and mentoring within the team to enhance overall performance.- Oversee project timelines and deliverables, ensuring alignment with client requirements. Professional & Technical Skills: - Must To Have Skills: Proficiency in ServiceNow IT Service Management.- Strong understanding of IT service management processes and best practices.- Experience with software development methodologies such as Agile and Waterfall.- Ability to configure and customize ServiceNow applications to meet business needs.- Familiarity with integration techniques and tools to connect ServiceNow with other systems. Additional Information:- The candidate should have minimum 5 years of experience in ServiceNow IT Service Management.- This position is based at our Chennai office.- A 15 years full time education is required. Qualification 15 years full time education

About The Role Skill required: Tech for Operations - Technology Architecture Designation: App Automation Eng Assoc Director Qualifications: Any Graduation Years of Experience: 18 to 28 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do You will be part of the Technology for Operations team that acts as a trusted advisor and partner to Accenture Operations. The team provides innovative and secure technologies to help clients build an intelligent operating model, driving exceptional results. We work closely with the sales, offering and delivery teams to identify and build innovative solutions.The Tech For Operations (TFO) team provides innovative and secure technologies to help clients build an intelligent operating model, driving exceptional results. Works closely with the sales, offering and delivery teams to identify and build innovative solutions. Major sub deals include AHO(Application Hosting Operations), ISMT (Infrastructure Management), Intelligent AutomationProcess of development of methodical information technology specifications, models and guidelines, using a variety of Information Technology notations. Estimating, architecting, implementing, testing, assessing and selling Technology Architectures, including but not limited to all the ADM Technology Architecture work-stream activities and deliverables, covering the required blueprint & roadmap, analysis, design, build, test and deploy phases. What are we looking for ResponsibilitiesMay manage individual projects or coordinate a team of Technical Architects/Leads.Understands and manages client and program stakeholders expectations and business objectives.Manages the delivery of large, complex projects using appropriate frameworks and collaborating with sponsors to manage scope and risk.Drives profitability and continued success by managing service quality and cost and leading delivery.Measures and communicates progress to leadership within committed time frames.Banking Industry delivery experienceUnderstanding of high level Banking architectures and Banking productsExperience in Automation and Digital TransformationEnsuring the successful execution of software projects, meeting client expectations and driving innovation in software development Experience in multiple Domains.Lead the team to break down the project into user stories, develop a product backlog and prioritize these stories.Understanding of AI, Data & Technologies. Roles and Responsibilities: Experience in a client facing IT consultancy/IT provider environment.Prior experience in an Operations, Support or Delivery function and supervising or managing a team.A key area for the role is line-managing a team effectively, ensuring that daily workloads and timesheets are being submitted accurately and on time for example.Firm grasp of IT infrastructure and operations best practices within an ITIL framework.Broad IT technology experience, being a technical or solution authority Qualification Any Graduation

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.