1133 Problem Management Jobs - Page 4

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 : ServiceNow IT 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 Lead, you will lead the effort to design, build, and configure applications, acting as the primary point of contact. Your day will involve overseeing the application development process, collaborating with teams, and ensuring successful project delivery. 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- Lead the application design and development process- Ensure timely project delivery- Provide technical guidance and support to the team Professional & Technical Skills: - Must To Have Skills: Proficiency in ServiceNow IT Service Management- Strong understanding of IT service management processes- Experience in application design and configuration- Knowledge of ITIL framework- Experience in leading application development projects Additional Information:- The candidate should have a minimum of 7.5 years of experience in ServiceNow IT Service Management- This position is based at our Bengaluru office- A 15 years full-time education is required Qualification 15 years full time education

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 : ServiceNow IT Service Management Good to have skills : ServiceNow IT Operations ManagementMinimum 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. You will play a crucial role in ensuring the smooth functioning of the applications and resolving any technical issues that may arise. Your expertise in ServiceNow IT Service Management will be instrumental in maintaining the efficiency and effectiveness of the systems. 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.- Ensure the smooth functioning of critical business systems.- Identify and solve issues within multiple components of the systems.- Collaborate with cross-functional teams to resolve technical issues.- Contribute to the continuous improvement of the applications and systems. Professional & Technical Skills: - Must To Have Skills: Proficiency in ServiceNow IT Service Management, ServiceNow IT Operations Management.- Strong understanding of IT service management principles and best practices.- Experience in troubleshooting and resolving technical issues in ServiceNow applications.- Knowledge of incident management, problem management, and change management processes.- Familiarity with ITIL framework and its implementation in ServiceNow.- Experience in configuring and customizing ServiceNow modules.- Ability to analyze and interpret complex technical requirements.- Excellent problem-solving and communication skills. Additional Information:- The candidate should have a minimum of 7.5 years of experience in ServiceNow IT Service Management.- This position is based in Mumbai.- A 15 years full-time education is required. Qualification 15 years full time education

Project Role : Application Designer Project Role Description : Assist in defining requirements and designing applications to meet business process and application requirements. Must have skills : ServiceNow Customer Service Management (CSM) Good to have skills : Servicenow Tools AdministrationMinimum 5 year(s) of experience is required Educational Qualification : Engineering with ServiceNow Certification Summary :As a ServiceNow Customer Service Management (CSM) Application Designer, you will be responsible for assisting in defining requirements and designing applications to meet business process and application requirements. Your typical day will involve working with the ServiceNow platform and collaborating with cross-functional teams to deliver impactful solutions. Roles & Responsibilities:- Collaborate with cross-functional teams to define requirements and design applications to meet business process and application requirements.- Develop and configure ServiceNow CSM applications, including Incident Management, Problem Management, Change Management, and Service Catalog.- Ensure the ServiceNow platform is configured to meet business needs and requirements, including integrations with other systems.- Provide technical expertise and guidance to stakeholders on ServiceNow CSM best practices and capabilities.- Stay updated with the latest advancements in ServiceNow CSM and related technologies, integrating innovative approaches for sustained competitive advantage. Professional & Technical Skills: - Must To Have Skills: Strong experience in ServiceNow Customer Service Management (CSM) and related modules.- Good To Have Skills: Experience in Servicenow Tools Administration.- Experience in developing and configuring ServiceNow CSM applications, including Incident Management, Problem Management, Change Management, and Service Catalog.- Strong understanding of ServiceNow CSM best practices and capabilities.- Experience in integrating ServiceNow with other systems.- Solid grasp of ITIL processes and methodologies. Additional Information:- The candidate should have a minimum of 5 years of experience in ServiceNow Customer Service Management (CSM) and related modules.- The ideal candidate will possess a strong educational background in computer science, information technology, or a related field, along with a proven track record of delivering impactful ServiceNow solutions.- This position is based at our Bengaluru office. Qualification Engineering with ServiceNow Certification

Project Role : Application Designer Project Role Description : Assist in defining requirements and designing applications to meet business process and application requirements. Must have skills : ServiceNow Governance, Risk, and Compliance (GRC) Good to have skills : Servicenow Tools AdministrationMinimum 7.5 year(s) of experience is required Educational Qualification : Engineering with ServiceNow Certification Summary :As an Application Designer with expertise in ServiceNow Governance Risk and Compliance (GRC), you will be responsible for assisting in defining requirements and designing applications to meet business process and application requirements. Your typical day will involve collaborating with cross-functional teams, analyzing business requirements, and designing solutions using ServiceNow GRC. Roles & Responsibilities:- Collaborate with cross-functional teams to analyze business requirements and design solutions using ServiceNow GRC.- Design and develop ServiceNow GRC applications, including configuring workflows, business rules, UI pages, and UI actions.- Ensure compliance with ServiceNow best practices and standards, including maintaining documentation and conducting code reviews.- Provide technical guidance and mentorship to junior team members, including conducting training sessions and knowledge sharing. Professional & Technical Skills: - Must To Have Skills: Expertise in ServiceNow Governance Risk and Compliance (GRC).- Good To Have Skills: Experience in ServiceNow Tools Administration.- Strong understanding of ITIL processes and ServiceNow platform capabilities.- Experience in designing and developing ServiceNow GRC applications, including configuring workflows, business rules, UI pages, and UI actions.- Experience in conducting code reviews and maintaining documentation.- Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams. Additional Information:- The candidate should have a minimum of 7.5 years of experience in ServiceNow GRC.- The ideal candidate will possess a strong educational background in computer science or a related field, along with a proven track record of delivering impactful solutions using ServiceNow GRC.- This position is based at our Bengaluru office. Qualification Engineering with ServiceNow Certification

Project Role : Application Designer Project Role Description : Assist in defining requirements and designing applications to meet business process and application requirements. Must have skills : ServiceNow Customer Service Management (CSM) Good to have skills : Servicenow Tools AdministrationMinimum 7.5 year(s) of experience is required Educational Qualification : Engineering with ServiceNow Certification Summary :As an Application Designer for Cloud Migration & Implementation, you will be responsible for assisting in defining requirements and designing applications to meet business process and application requirements using ServiceNow Customer Service Management (CSM). Your typical day will involve collaborating with cross-functional teams, analyzing business requirements, and designing solutions to meet customer needs. Roles & Responsibilities:- Collaborate with cross-functional teams to analyze business requirements and design solutions using ServiceNow Customer Service Management (CSM).- Design and develop ServiceNow CSM applications, including configuration, scripting, and integration with other systems.- Ensure the quality of the ServiceNow CSM applications by conducting thorough testing and debugging.- Provide technical guidance and support to the development team, ensuring adherence to best practices and standards.- Stay updated with the latest advancements in ServiceNow CSM and related technologies, integrating innovative approaches for sustained competitive advantage. Professional & Technical Skills: - Must To Have Skills: Strong experience in ServiceNow Customer Service Management (CSM).- Good To Have Skills: Experience in Servicenow Tools Administration.- Experience in designing and developing ServiceNow CSM applications, including configuration, scripting, and integration with other systems.- Strong understanding of ITIL processes and ServiceNow best practices.- Experience in conducting thorough testing and debugging of ServiceNow CSM applications.- Excellent communication and collaboration skills, with the ability to work effectively in a team environment. Additional Information:- The candidate should have a minimum of 7.5 years of experience in ServiceNow Customer Service Management (CSM).- The ideal candidate will possess a strong educational background in computer science or a related field, along with a proven track record of delivering impactful solutions using ServiceNow CSM.- This position is based at our Bengaluru office. Qualification Engineering with ServiceNow Certification

Required Skills Technology | ITIL - Incident Management Functional | IT Operations Management | Current, Up to date Operational Documentation Library (ODL) Behavioral | Aptitude | Data Related Skills Behavioral | Aptitude | Tasks Related Skills Behavioral | Microland Skills | Customer Centricity Education Qualification : Any Graduate Immediate Joiners Preferred Certification Mandatory / Desirable : Technology | IT Service Management Certifications | ITIL Intermediate Certificate This role will require interaction with a variety of IT teams and a demonstrable ability to influence individuals and teams is critical. In addition to working with IT teams the incident management team is also responsible for liaising with users to ensure they are updated regarding the status of their incidents. It is therefore essential that the successful candidate is highly customer focused and exhibits an ability to effectively communicate with customers and across all levels of IT management. - Aiding Service Management team on major issues - Driving the efficiency and effectiveness of the incident management process. - Monitoring the effectiveness of incident management and making recommendations for improvement. - Ensure timely submission of weekly/monthly productivity reports and Dashboards and have discussion with SO and SDM on regular intervals - Responsible for meeting targets of KPIs and SLAs - Ensure 100% compliance to defined Operations Management support Process especially Root Cause Analysis, Proactive communication with customer, Closure of any open-ended issues Identify Defect Areas and proactively carry out corrective actions - Providing information (input) to the Problem Manager - Providing a point of escalation for user issues - Demonstrating and increasing the value proposition of the incident management team and IT operations. - Manage a team of 6 to 8 members and its associated activities Technical Skills - Experience in IT enabled services ?IT Service Desk, IT Help Desk (Preferably phone support interacting with foreign clients/users) - Good knowledge of ITIL service management processes - ITIL Certified (Mandatory) - Experience of managing a team of 4 to 10 people - Should have independently driven major incidents (P1 and P2) - Worked in Incident, Problem and Change Management teams - Good Verbal and written communication

Location : Noida, Pune, Bangalore, Chennai, Hyderabad, Thiruvananthapuram, Coimbatore, Mysore, Bhubaneshwar, Chandigarh, Gurugram, Jaipur, Mangalore, Nagpur, Indore. Duration : 12 Months. Timings : Full Time (As per company timings). Notice Period : Immediate Joiners Only. Experience Required : 6-9 Years (Minimum 5+ Years Relevant in ServiceNow SecOps). Job Role : ServiceNow SecOps Vulnerability Response SME. We are looking for an experienced ServiceNow SecOps professional with deep expertise in Vulnerability Response modules to join our dynamic team. The ideal candidate must have hands-on experience with ServiceNow implementations and integrations in a SecOps environment. Key Responsibilities : - Implement and customize ServiceNow Security Operations modules, especially Vulnerability Response and Configuration Compliance. - Develop catalog items, record producers, workflows, and service requests. - Configure integrations with vulnerability scanning tools and external systems. - Automate processes using scripting and ServiceNow Orchestration. - Maintain and manipulate data between ServiceNow and other systems. - Monitor application health, compliance, and usage. - Perform system/integration testing and lead troubleshooting efforts. - Collaborate with clients to analyze their environment and propose optimal solutions. Required Skills & Experience : - 5+ years relevant experience in ServiceNow SecOps (Vulnerability Response). - Expertise in ServiceNow ITSM modules (Incident, Problem, Change, CMDB, Asset). - Strong knowledge in CMDB, Discovery, and external integrations. - Proficient in Glide, Jelly Scripting, JavaScript, HTML, XML, AJAX. - Experience with REST/SOAP integrations, web UI development, and relational databases. - Agile methodology experience is a must. - Ability to handle client discussions and provide recommendations. - ServiceNow Certified Application Developer (preferred). Important Notes : - BGV is Mandatory. - No JNTU Candidates.

Note: Below less than 5 years profiles will be rejected. Work from office Face to face interview only. ServiceNow, CMDB, ITSM, HRSD, ITOM Candidate should have good Admin / Configuration / Development knowledge of:- Incident Management, Problem Management, Change Management, Release Management, Knowledge Management, Asset management, CMDB , Service Requests and SLM Content Management: - developing ESS page. UI Actions / UI policy / Access Control Lists, etc. Writing various Server side scripts like Script Includes, Business Rules etc. Configured License Management module for necessary Compliance check. Used ACLs for controlling the security mechanism in Service Now Domain Separation and designing the Process and data flow within various domains Experience with Web technologies/AJAX Developing Composite Service Requests within Service catalog Module Experience in different Integrations using web-services / MID Server, etc. Configuring complex reports Understanding and debugging of system logs. Experience in ServiceNow Discovery configuration and data management Exposure of REST API for Integration Should be able to provide solution for requirements from customers Should be able to provide effort estimate of requirements. Excellent communicate skills Experience working with Client, proactive approach, confidents Serves as a fully seasoned/proficient technical resource; provides tech knowledge and capabilities as team member and individual contributor working and development knowledge of Service Now Virtual Agent( Topics,NLU) etc

Position Summary As the Incident Manager, you will oversee all aspects of the Major Incident Management process, from identification to restor al of service as quickly as possible to minimize the impact to business operations . During the major incident lifecycle, the Incident Manager ensures timely escalations to technical teams, coordinates with support resources, and drives service restoration activities. The role also includes creating and managing timely communications during outages to stakeholders and support team performing the root cause analysis & and conducting follow-up meetings. Also, the IT Incident Manager will drive continuous improvement activities including focusing on driving down incident count s , reducing Mean time to Restore ( MTTR ) and incident duration and will act as an escalation point for leadership and our business partners . Some of the things you will be doing. Participate in a 24/7/365 on-call rotation. Point of contact for all Major Incidents. Work independently to manage critical incidents, including facilitating triage calls to engage technical support teams, coordinating service restoration activities, and communicating all relevant details to key business and client stakeholders. Documenting details related to Major Incidents, including the persons & teams engaged, service restoration actions and its associated results. Craft clear and concise executive style major incident technology communications in a timely manner per the service level objective (SLO) to incident resolution. Manage major incident intake bydetermination of Impact and Urgency to access appropriate prioritybased on situational appraisal and extracted information from our partner functions. Conducting an after-action review with all parties actively engaged during a Major Incident and participating as needed in the Problem Management process as part of the investigatory team. Documenting root cause details and preventative action items for Problem Management. Participating as a global team member to coordinate the seamless transition of active incidents across and between regions, participate in and assist with communications, reporting, and follow-up actions. Maintaining a heightened level of sensitivity to future business impact and risk to customers/stakeholders. Acting in a leadership style capacity and having general oversight on our most significant Major Incident events. Establish and cultivate relationships with stakeholders to create and support the incident and problem management processes. Generate KRI/KPI reporting to measure success of the incident management process, trend analysis reports of recurring incidents, monthly metrics major incidents and other reports as required. Initiate actions to resolve potential interruptions to service identified during proactive and trending analysis of IT incidents. Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable. Participate in other projects and duties as assigned. Skill Requirements Must be able to work independently, take the initiative and be a self-starter. Must have minimum 4yr experience in Incident manager role with overall experience of minimum 6yrs+ Strong facilitation skills to command-and-control major incident bridgesto ensure timely resolution (Actively run a major incident bridge independently). Excellent verbal and written communication skills are required in all aspects of this role. You will need to use proper spelling, grammar, and business language to effectively communicate with key stakeholders & leadership (both internally and with our clients). Solid interpersonal skills and a positive disposition are essential to working effectively across the organization to drive results, and a strong desire to help others succeed will be key in working and collaborating as part of our global team. Ability to self-motivate, work in high pressure and fast-paced environment to identify and implement appropriate day to day actions with high-level direction and minimal guidance. Ability to identify or infer from information available, the impact to business resulting from an incident, and determine & drive the escalation and response plan appropriate to the impact. Ability to effectively translate complex technical details into business equivalent terms for communication to a wider non-technical audience. Outgoing & collaborative approach to daily work and interactions, and a no-nonsense approach to solving problems and driving results. Proficiency with Microsoft Office Suite and desktop publishing (Outlook, PowerPoint, Excel, Word, etc.) is required for this role. Working knowledge and experience with Enterprise Service Management (ESM) platforms such as ServiceNow, or equivalent ticket management tools. Strong working knowledge of ITIL and IT Service Management processes, specifically around incident and problem management. Experience with high availability/incident response working on call. Fluent in English verbal and written. Some of the soft skills abilities required for you to be successful in this role include: Critical Thinking, Problem Solving and Deductive Reasoning. Leadership Capacity, Capability, and Competency (Leaders inspire other to take action) Commanding presence to manage major incident bridge effectively. Active Listening with the ability to learn, develop and execute quickly Great Team Player Characteristics. Maintaining a professional demeanor and attitude to control the chaos. Ability and confidence to act decisively and take constructive feedback. Exercise influence over a wide variety of individuals at all levels of technical & business leadership. Ability to multi-task and make good judgments in a dynamic and high impact environment. Ability to challenge the assumptions and information that does not reflect accurately the situation at hand. Excellent phone video presence and verbal written communication skills. Strong relationship management and client centric mindset. Additional Preferred Qualifications: Strong working knowledge of ITIL and IT Service Management processes, specifically around incident and problem management. ITIL certification. Working experience and knowledge of end-to-end IT software and systems solution delivery from idea conception, design, development and transition into production operations and maintenance. Experience including software development, Unix systems administration, and cloud-based application management. Experience working in an IT Operations Command Center or Network Operations Center (NOC) for large enterprises. Strong formation in running incidents situations crisis events in a large, complex enterprise environment. Experience & Education Requirements Demonstrable experience working in an operational area of IT, within a large or multi-client environment. Graduate Degree Holder or Equivalent Participate in a 24/7/365 on-call rotation and a rotating schedule of day and night shifts. Incident Management with a demonstrated track record of increasing responsibility or satisfactory results. Must have minimum 4yr experience in Management Incident Manager role with overall experience of minimum 6yrs+.

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Deliver NoPerformance ParameterMeasure1.100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails Mandatory Skills: Desktop Support. Experience1-3 Years.

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

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Deliver NoPerformance ParameterMeasure1100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails Mandatory Skills: Windows Server Admin.

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

Do RESPONSIBILITIES Ensure each and every Change is recorded and approved before implementation. Ensure Change are categorized and are approved as per the defined Process based on the Change category Standard, Normal, Expedited, Emergency Convene and chair CAB meetings, circulate the MOM of the CABs Ensure no Unauthorized change is implemented which may potentially impact the Production Ensure Periodical audits in place as per Wipro and Customer process and the close the Audit-gaps in the agreed timelines. Report the Management on the agreed Change KPIs and ensure effective change communication in place Ensure Change implementation done as per the Implementation Plan with no manual errors through setting up 4-eye review for each of the Changes Ensures each of the Change is assigned with the Risk involved and ensure Wipro and Customer Processes are followed in case of High-risk / High-impact Changes Conduct Post Implementation Reviews and validate the change status against the defined Change success criterion Bring in Service improvements to improve the overall Process maturity KEY S AND COMPETENCIES 8-10 years of ITSM experience in Change and other processes ITIL V3 / 2011 Foundation or Intermediate certification Capable to collaborate with Multiple Technical towers, face the Customer, coordinate with the Vendors Effective Communication skills Mandatory Skills: ITIL Incident Mgmt. Experience3-5 Years.

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

Role Purpose The purpose of this role is to work with Application teams and developers to facilitate better coordination amongst operations, development and testing functions by automating and streamlining the integration and deployment processes Do Align and focus on continuous integration (CI) and continuous deployment (CD) of technology in applications Plan and Execute the DevOps pipeline that supports the application life cycle across the DevOps toolchain from planning, coding and building, testing, staging, release, configuration and monitoring Manage the IT infrastructure as per the requirement of the supported software code On-board an application on the DevOps tool and configure it as per the clients need Create user access workflows and provide user access as per the defined process Build and engineer the DevOps tool as per the customization suggested by the client Collaborate with development staff to tackle the coding and scripting needed to connect elements of the code that are required to run the software release with operating systems and production infrastructure Leverage and use tools to automate testing & deployment in a Dev-Ops environment Provide customer support/ service on the DevOps tools Timely support internal & external customers on multiple platforms Resolution of the tickets raised on these tools to be addressed & resolved within a specified TAT Ensure adequate resolution with customer satisfaction Follow escalation matrix/ process as soon as a resolution gets complicated or isnt resolved Troubleshoot and perform root cause analysis of critical/ repeatable issues Deliver No Performance Parameter Measure 1. Continuous Integration,Deployment & Monitoring 100% error free on boarding & implementation 2. CSAT Timely customer resolution as per TAT Zero escalation Mandatory Skills: DevOps. Experience3-5 Years.

Role: Service desk lead Do: - To support the service desk agents in prompt delivery & customer service - Advise and collaborate with the agents on current issues and works toward the resolution of tickets - Manage and coordinate escalated work orders from the ServiceDesk team that requires additional troubleshooting and follow-up - Coordinate with other IT teams as appropriate for closure of any escalated ticket - Act as a liaison between Service Desk and other teams to ensure effective communication between teams - To provide liaison and governance at both internal & client levels - Undertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalations - Measure and report on service delivery performance metrics including customer satisfaction surveys and the incident tickets - Lead in the development of good customer service practices across the service desk - Produce statistics and management reports of the service desk to client & management - Communicate all process related changes and technical updates to the team within specific timelines to ensure adherence to service desk guidelines - Capacity planning and capability development - Conduct capacity planning exercise to provide number of agents, skill levels to meet the Account Service Desk process fulfilment - Conduct shift planning to meet the service requirements of the client as per SLAs agreed - Perform briefings to Service Desk agents on changes or deployments that may affect volumes at the Service Desk - Assist SD agents by providing first line support when workloads are high, or where additional experience is required - Develop team skills and capability in managing processes to reach the desired productivity and efficiency by conducting process training/ refresher courses, providing performance feedback and managing bottom quartile team performers. - Team Management - Resourcing - Forecast talent requirements as per the current and future business needs - Hire adequate and right resources for the team - Train direct reportees to make right recruitment and selection decisions - Talent Management - Ensure 100% compliance to Wipro's standards of adequate onboarding and training for team members to enhance capability &effectiveness - Build an internal talent pool of HiPos and ensure their career progression within the organization - Promote diversity in leadership positions - Performance Management - Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports. - In case of performance issues, take necessary action with zero tolerance for will based performance issues - Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below - Employee Satisfaction and Engagement - Lead and drive engagement initiatives for the team - Track team satisfaction scores and identify initiatives to build engagement within the team - Proactively challenge the team with larger and enriching projects/initiatives for the organization or team - Exercise employee recognition and appreciation Mandatory Skills: TIS Service Desk. Experience3-5 Years.

Job Title: ServiceNow Developer Experience : 4-9Years Hiring Locations: Hyderabad, Bangalore, Kochi, Trivandrum, Pune, Noida, Chennai Must Have Skills: Minimum of 5 years of experience in IT Application Development, with at least 4+ years of experience in ServiceNow design and development. Strong knowledge of JavaScript , Oracle SQL , PL/SQL , DDL , DML , and MySQL . Experience with ServiceNow Configuration Items , including Business Rules , Tables , Workflows , and Flows . Experience with New Projects/Change Requests (CRs) development using ServiceNow, covering both backend and front-end applications . Strong understanding of design processes , including the ability to translate requirements into Designs . Ability to create High-Level Designs (HLD) and Low-Level Designs (LLD) . Experience maintaining source code , update sets , and the code base of ServiceNow . Proven ability to develop applications using best practices such as design patterns, coding techniques, and naming conventions. Experience with code reviews , ensuring adherence to coding standards through checklists. Experience in Unit Testing applications and providing support for SIT/QA/Production verification . Ability to provide support to the L3 team and manage the warranty period for production applications . Proficient in following SDLC processes and creating relevant documentation, such as LLD , Development , Unit Testing , Release , and Operational procedures . Good to Have Skills: Familiarity with ServiceNow modules like Incident Management , Problem Management , Change Management , etc. Exposure to other cloud-based platforms or technologies. Experience with Agile development methodologies and working in a SCRUM environment. Knowledge of ServiceNow Integration methods such as REST APIs , SOAP , MID Server , and Web Services . Ability to work with third-party integrations and knowledge of ServiceNow integrations with external systems . Experience Range: 5+ years in IT Application Development, with 4+ years specifically focused on ServiceNow development and configuration. Required Skills Servicenow,Application Development,Javascript, Intergrations, CSM, CMDB

Responsible for L2 support activities for an applications which are used for MyCredit Apps. This is an extended team which works along with the team located in Paris. Shift working to support application which is implemented globally. Shift timings 07:00AM-03:30PM/09:30AM - 06:00PM/01:30PM - 10:00 PM. Also required to provide on call support during weekends or weekdays on rotation basis. Flexibility to support the application on Mumbai Bank Holidays on rotation basis. Responsibilities Direct Responsibilities Upgrade of MSBI platform Interactions with Microsoft support Incident / problem management with ServiceNow Liveplay management Coordination with Infrastructure teams (System, DBA, Middleware etc) Monitoring management with Dynatrace Performance analysis Obsolescence / Security management (patching, upgrade) Documentation (Wiki, SharePoint) Contributing Responsibilities Responsible for Incident/Change/Problem Management. Responsible to drive meetings for Support related Activities. DevOps improvement Contribute to IT projects (ITSVC, Technical architecture, Build non-prod environments Technical & Behavioral Competencies Technical Skills n Reporting : MSBI (PowerBI, SSRS, SSIS, SQL, SSAS) n OS : Windows Server n DB : SQL Server n Scripting : PowerShell n Scheduling : Autosys (appreciated) n Monitoring : Dynatrace (appreciated) n Method : ITIL n Business Object (appreciated) Behavioral Competencies - Proactive - Autonomous - Communication - Service oriented Specific Qualifications (if required) Graduate in any discipline or Masters in Information Technology Overall 3-5 Years of IT experience of which 6months minimum should be on Application Production Support in banking Domain Skills Referential Behavioural Skills : (Please select up to 4 skills) Ability to collaborate / Teamwork Organizational skills Creativity & Innovation / Problem solving Communication skills - oral & written Transversal Skills: (Please select up to 5 skills) Ability to understand, explain and support change Ability to develop and adapt a process Analytical Ability Ability to set up relevant performance indicators Ability to manage / facilitate a meeting, seminar, committee, training Education Level: Bachelor Degree or equivalent Experience Level At least 5 years

This is a pivotal role within a collaborative and forward-thinking team where your technical expertise will directly influence enterprise-wide service delivery. Youll work closely with project managers, analysts, and business stakeholders to build scalable, efficient, and secure ServiceNow solutions that align with business priorities. Ideal candidate for this role will be an experienced ServiceNow Developer with a strong understanding of platform capabilities and a passion for innovation. This individual brings a combination of technical proficiency, stakeholder engagement skills, and a continuous improvement mindset. Key Skills Experience: Overall 7 + yrs of experience as a Software Developer. Minimum 3-5 years of direct experience as a ServiceNow Application Developer. Experience developing, configuring, and customizing the ServiceNow platform to meet business requirements. Working knowledge of the process for developing and supporting custom applications. Hands-on experience with ServiceNow App Engine, Studio, Scripting, Workflows, UI Builder, Workspaces, and Integration Hub. Strong experience with JavaScript. Ability to write clean, efficient, and maintainable code. Must posses an active ServiceNow certification. Flexible and adaptable, with the ability to learn new concepts quickly. Proven ability to work effectively in a team environment with aggressive deadlines and multiple priorities, as well as independently with minimal supervision. Excellent written and verbal communication skills.

The role is to provide both the Business Units and IT Management with the assurance and visibility that IT Controls are executed in a controlled and managed way. In addition to the specific responsibilities detailed below, the successful candidate will be expected to demonstrate understanding in other areas of Risk & Control Management including strategies surrounding Process Engineering, Configuration Management, Change, Incident & Problem Management, Non-Conformities and Corrective Actions Management, Risk Identification and Control, Project Management and Tools and Methods. Responsibilities Direct Responsibilities Conduct periodic controls assessments across process areas in scope. Raise any non-compliance, and follow up of the corrective actions until closure. Liaise with global and local IT control areas to ensure their certification is timely and appropriate. Perform periodic Root Cause Analysis of process issues and non-compliances at Project and Application Domain level. Ensure that the exercise is planned, executed effectively and reported to appropriate level. Participate in minimising production risks and issues, including but not exclusively, by helping to devise, and by implementing, sufficient regular controls. Ensure appropriate escalation to management and/or Permanent Control (or Compliance as appropriate) as soon as an issue is identified. The enforcement of Permanent Controls, providing ongoing risk & controls self-assessment status of the control environment. Contribute all relevant management information (KPIs/KRIs) to the various scope reports/dashboards. Assist with Historical Incident management process, including liaising with various stakeholders involved, root cause analysis and impact evaluation. Contributing Responsibilities Contribute to the upkeep and maintenance of the ISPL Permanent Control Framework Maintaining relevant Operational Permanent Control (OPC IT) processes and procedures Technical & Behavioral Competencies Good knowledge of IT Risk & Audit domain with focus on Internal and/or External Audits. Good understanding of IT Controls Framework and experience executing controls. Understanding of IT Software, IT Infrastructure and IT Service Management domain is a value add. Strong analysis & problem solving skills Structured and methodical mindset Proactive approach with a strong ability to work on own initiative Ownership of work and commitment to delivery Can do attitude Team oriented (both local and global) Good interpersonal and communication skills Big picture awareness make relationships between tactical issues and strategic options Client focused Pragmatic and creative approach Specific Qualifications (if required) Skills Referential Behavioural Skills : (Please select up to 4 skills) Attention to detail / rigor Communication skills - oral & written Personal Impact / Ability to influence Critical thinking Transversal Skills: (Please select up to 5 skills) Analytical Ability Ability to manage / facilitate a meeting, seminar, committee, training 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 At least 3 years None

Responsible for the operation of production environments, including systems and databases, supporting critical business operations. Maintain Availability, Scalability, and Efficiency of Oracle Cloud Services. Solve complex infrastructure problems. Handle customer incident tickets and/or deploy software in test or production systems, and or perform testing on test systems or production systems. You will be required to do RCA when possible; if the issue is complex, beyond your knowledge or skills, escalate to developers in team. It s a critical role to help with availability, scalability, and efficiency of Oracle products and services. Help manage Oracle standards, and methods for large-scale distributed systems. If needed, help facilitate service capacity planning and demand forecasting, software performance analysis, and system tuning. About the Group At Oracle Cloud Infrastructure (OCI), we build the future of the cloud for Enterprises as a diverse team of fellow creators and inventors. We act with the speed and attitude of a start-up, with the scale and customer-focus of the leading enterprise software company in the world. Compute is one of the core organisations within OCI. We are responsible for providing Compute power i.e. VMs and BMs. Cloud pretty much cannot exists without our org. The Compute org comprises of a family of critical foundational infrastructure services that drive OCI s hardware lifecycle activities Work with product team on the shared full stack ownership of a collection of services and/or technology areas. Understand the end-to-end configuration, technical dependencies, and overall behavioural characteristics of production services. Responsible for the mitigating critical customer incidents, or deployments or testing required to improve security, performance, availability, and scalability of service. Authority for end-to-end performance and operability. Partner with development teams in meeting SLA to unblock customers. Articulate technical characteristics of services and technology areas and guide Development Teams to engineer and add premier capabilities to the Oracle Cloud service portfolio. Understand and communicate the scale, capacity, security, performance attributes, and requirements of the service and technology stack. Demonstrate clear understanding of automation and orchestration principles. Act as ultimate escalation point for complex or critical issues that have not yet been documented as Standard Operating Procedures (SOPs). Utilise a deep understanding of service topology and their dependencies required to troubleshoot issues and define mitigations. Understand and explain the effect of product architecture decisions on distributed systems. Professional curiosity and a desire to a develop deep understanding of services and technologies. 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) Virtualisation 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

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. 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 Conducting controls assessment in manual/ automated environment 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 client's 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 projects 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

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 We are looking for a highly skilled Senior Integration Specialist to join our Production Services team. This role will play a key part in supporting and enhancing integration solutions. The ideal candidate will have deep expertise in Oracle Fusion Middleware technologies and experience in managing large-scale, production-grade integration platforms. 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. Key Responsibilities: Provide L2/L3 production support for Oracle SOA Suite, ODI, MFT, and OIC. Lead and resolve high-priority integration incidents and root cause analysis. Support deployments, patching, upgrades, and platform stability initiatives. Collaborate with development, functional, and infrastructure teams for issue resolution and change delivery. Monitor integration flows and proactively address performance and availability issues. Contribute to automation and knowledge documentation for continuous improvement. Ensure compliance with SLA, change management, and incident management processes.

We are seeking a dynamic Incident and Problem Manager to join our Global Command Center Team. In this role, you will lead the Problem management process to avoid repeate Incidents. As the Global Incident and Problem Manager, you will be responsible for managing Critical and High Incident Problems, conducting Post Incident reviews, reporting Problem metrics, Communications, and Awareness, ensuring effective management and escalation of Major, Critical, and High Incidents. You will also stay informed about ongoing Critical and High Incidents that could impact business operations and facilitate engagement, management, and timely escalation of all Incident Management related issues to the relevant parties.The Problem Manager is responsible for leading and coordinating the end-to-end problem management process within the organization. This includes identifying, analyzing, and resolving the root causes of recurring incidents and other IT-related issues to prevent future occurrences, improve service stability, and reduce overall IT costs. The Problem Manager acts as a champion for proactive problem management and works collaboratively with various IT teams and stakeholders to ensure effective problem resolution. 5+ years of experience in IT Change, Incident, and Problem Management. 3+ years of experience leading or managing a team. Proficient in ITIL principles and best practices, and experienced with Agile methodologies. Experienced with ServiceNow or similar ITSM tools. Proven ability to analyze data, identify trends, conduct root cause analysis, and implement effective solutions. Proven ability to design, document, and implement IT processes. Excellent communication, collaboration, and interpersonal skills. Coordinate and facilitate Post Incident Review (PIR) meetings to identify root causes and lessons learned. Coordinate and facilitate Daily Operations Review (DOR) and EPEO Super Daily Operations Review meetings to maintain situational awareness and proactive problem identification. Co-Facilitate Monthly Continuous Improvement Review (MCIR) meetings focused on problem management effectiveness. Coordinate, facilitate, and track Business Facing Metrics (BFM) to ensure alignment with business priorities. Maintain the Global Incident Reporting Board (GIRB) to provide visibility into incident trends and resolutions. Coordinate, assist with, and track the completion of Executive Summaries for significant incidents. Lead and actively participate in Agile ceremonies (sprint planning, daily stand-ups, sprint reviews, retrospectives), contributing to planning, execution, and continuous improvement. Lead root cause analysis efforts for recurring incidents across Enterprise Technology and the GCC, driving collaborative corrective actions and preventing future disruptions. Govern root cause analysis processes, ensuring thorough investigations and effective solutions. Assist with ServiceNow incidents, requests, and enhancements related to the Problem process along with team of problem managers.