4444 Problem Management Jobs - Page 9

About The Role Project Role : Application Lead Project Role Description : Lead the effort to design, build and configure applications, acting as the primary point of contact. Must have skills : ServiceNow IT Service Management Good to have skills : NA Minimum 5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Lead, you will lead the effort to design, build, and configure applications, acting as the primary point of contact. Your typical day will involve collaborating with various teams to ensure that application development aligns with business needs, overseeing project timelines, and facilitating communication among stakeholders to drive successful outcomes. You will also engage in problem-solving activities, providing guidance and support to your team while ensuring adherence to best practices in application development. Roles & Responsibilities:- Expected to be an SME.- Collaborate and manage the team to perform.- Responsible for team decisions.- Engage with multiple teams and contribute on key decisions.- Provide solutions to problems for their immediate team and across multiple teams.- Facilitate training and development opportunities for team members to enhance their skills.- Monitor project progress and implement necessary adjustments to meet deadlines. Professional & Technical Skills: - Must To Have Skills: Proficiency in ServiceNow IT Service Management.- Strong understanding of IT service management processes and best practices.- Experience with application design and development methodologies.- Ability to analyze and troubleshoot application issues effectively.- Familiarity with integration techniques and tools related to ServiceNow. Additional Information:- The candidate should have minimum 5 years of experience in ServiceNow IT Service Management.- This position is based in Coimbatore.- A 15 years full time education is required. Qualification 15 years full time education

About The Role Project Role : Application Developer Project Role Description : Design, build and configure applications to meet business process and application requirements. Must have skills : ServiceNow IT Service Management Good to have skills : NA Minimum 5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Developer, you will design, build, and configure applications to meet business process and application requirements. A typical day involves collaborating with various teams to understand their needs, developing solutions that align with business objectives, and ensuring that applications are optimized for performance and usability. You will also engage in problem-solving activities, providing support and enhancements to existing applications while staying updated on industry trends and best practices. Roles & Responsibilities:- Expected to be an SME, collaborate and manage the team to perform.- Responsible for team decisions.- Engage with multiple teams and contribute on key decisions.- Provide solutions to problems for their immediate team and across multiple teams.- Facilitate knowledge sharing sessions to enhance team capabilities.- Monitor project progress and ensure timely delivery of application features. Professional & Technical Skills: - Must To Have Skills: Proficiency in ServiceNow IT Service Management.- Strong understanding of application development methodologies.- Experience with integration of ServiceNow with other platforms.- Ability to troubleshoot and resolve application issues effectively.- Familiarity with ITIL processes and best practices. Additional Information:- The candidate should have minimum 5 years of experience in ServiceNow IT Service Management.- This position is based at our Mumbai office.- A 15 years full time education is required. Qualification 15 years full time education

Assists with product problem management within an assigned territory or industry; Maximizes Customer Loyalty while minimizing the commercial impact of customer complaints related to products, applications, and maintenance requirements thru appropriate and timely use of resources including Goodwill. Responsibilities Providing input to Service Operations Specialists for shop operations, service process improvements, and systems, to help dealers achieve higher service quality and improve profitability. Drive and support Dealer Product Problem Management process. Building dealers technical capabilities to identify and repair product deficiencies. Providing technical guidance and counseling dealers on presentations designed to inform customers of service advantages. Directing dealers in managing Product Improvement Programs cost-effectively and within designated timeframes. Collaborate internally with business partners to deliver product defect fixes for our end users in partnership with our dealers. Degree Requirement Degree or equivalent experience desired Skill Descriptors Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions. Level Working Knowledge: Communicates the importance of customer needs/expectations and commits to resolving them. Researches and verifies customer needs and expectations. Solicits customer satisfaction feedback and acts on improvement opportunities. Helps link organizational objectives to customer needs and expectations. Meets regularly with customers to understand their wants, needs and expectations. Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner. Level Working Knowledge: Provides a quality of service that customers describe as excellent. Resolves common customer problems. Responds to unexpected customer requests with a sense of urgency and positive action. Provides direct service to internal or external customers. Documents customer complaints in a timely manner. Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately. Level Working Knowledge: Explains the requirements, deliverables, costs, and criticalities of the assignment. Participates in developing consulting opportunities or assignments. Uses formal and informal means to keep client informed on progress and issues. Carries out the agreed-upon consulting assignment in a professional manner. Documents clients objectives and project scope. Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors. Level Working Knowledge: Delivers helpful feedback that focuses on behaviors without offending the recipient. Listens to feedback without defensiveness and uses it for own communication effectiveness. Makes oral presentations and writes reports needed for own work. Avoids technical jargon when inappropriate. Looks for and considers non-verbal cues from individuals and groups. Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations. Level Working Knowledge: Identifies and documents specific problems and resolution alternatives. Examines a specific problem and understands the perspective of each involved stakeholder. Develops alternative techniques for assessing accuracy and relevance of information. Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution. Uses fact-finding techniques and diagnostic tools to identify problems. Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers. Level Working Knowledge: Provides prompt and effective responses to client requests and interactions. Monitors client satisfaction levels on a regular basis. Alerts own team to problems in client satisfaction. Differentiates the roles and responsibilities in a business relationship. Works with clients to address critical issues and resolve major problems. Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges. Level Working Knowledge: Provides effective technical solutions to routine functional challenges via sound technical competence, effectively examining implications of events and issues. Effectively performs the technical job aspects, continuously building knowledge and keeping up-to-date on technical and procedural job components. Applies technical operating and project standards based on achieving excellence in delivered products, technologies and services. Applies current procedures and technologies to help resolve technical issues in ones general area of technical competence. Helps others solve technical or procedural problems or issues. Project Management: Knowledge of effective project management strategies and tactics; ability to plan, organize, monitor, and control projects, ensuring efficient utilization of technical and administrative resources to achieve project objectives. Level Basic Understanding: Identifies project management tools and requirements within own function. Describes the key objectives, phases and deliverables of a current project. Explains the concepts of phase, activity, task, and deliverable. Gives examples of critical paths in projects. Relocation is available for this position.

You will be responsible for Configure and manage TRCS components including model setup, user access, Excel integration, and ETL workflows. Deliver enhancements, resolve escalated incidents, and manage BAU (Business-As-Usual) configuration changes. Perform regular system health checks and analyze logs to ensure platform stability and performance. Coordinate with internal IT teams and external vendors to resolve technical issues related to the TRCS platform. Implement solutions based on approved change requests, including planning, testing, and deployment. Work closely with Product Managers and business teams to understand requirements and define application configurations. Conduct technical impact assessments and proof of concept exercises for new upgrades or feature requests. Design solutions that account for upstream and downstream application integrations. Participate in Agile ceremonies including stand-ups, sprint planning, retrospectives, and reviews. Adhere to change management processes such as MMR, EC, and SC for planning and delivery. Ensure all work is delivered with high quality and minimal need for rework. You will need 5+ years of hands-on experience in TRCS configuration and operational support. Strong hands-on experience in TRCS configuration, including model design, user security, Excel add-ins, and ETL setup. Proficiency in analyzing and troubleshooting application issues using system logs and monitoring tools. Familiarity with SQL for query writing and data validation (Intermediate level). Working knowledge of GitHub or similar repositories for code/version control. Experience with issue tracking tools like Jira and Zendesk for managing support tickets and change requests. Solid understanding of the Packaged software Life Cycle Practical knowledge of Agile methodologies and ability to work within Agile teams. Experience conducting technical assessments for software upgrades and new functionality. Strong attention to detail, with the ability to identify and mitigate risks in configurations and deployments. Knowledge of problem management processes and tools for root cause analysis and long-term resolution. Awareness of the latest updates, patching strategies, and version management in the TRCS environment. Preferred Qualifications: Bachelors degree in computer science, Information Systems, Finance, or related field. Certification or formal training in TRCS (desirable) and Optional Prior experience working in Finance, EPM, or Retail domain (preferred). Tesco Technology Apply

Your Impact An OpenText Content Server Principal Cloud Application Consultant is responsible for the technical delivery of the CS (Content Server) Platform based solutions. This role has a heavy deployment and administration emphasis, combined with the consultation skills required to promote the impression of quality and excellence actively fostered within the Customer Success Organization.The role is customer-facing and requires excellent interpersonal skills with the ability to communicate with a wide range of stakeholders (internally and externally), both verbally and in writing. What the role offers Work with an OpenText technical delivery/consulting team to Participate and contribute to Project execution phases. Participate in the day-to-day administration of the systems, including Incident & Problem Management Participate in planning and execution of new implementations, upgrades, and patching activities (Cloud or OnPrem via Upgrade factory/Center) Participate in the advanced configuration of CS software components, in line with project and customer time scales. To co-ordinate project delivery through multiple teams that may include 3rd party suppliers, partners and client resources. Actively contribute to automating provisioning, patching and upgrade activities where possible to achieve operational efficiencies. Actively seek new opportunities by working with the customer and the change control provisions provided by the contract, to extend the scope of profitable business. Actively use and contribute to the project management standards and quality checks used within OpenText Cloud Services. Understand requirements, conduct detailed design, determine level of effort, plan work breakdown structures and implementation approach. Prepare, maintain, and submit activity/progress reports and time recording/management reports in accordance with published procedures. Keep project managers informed of activities and alert to any issues promptly. Provide inputs as part of engagement closure on project learnings and suggest improvements. Manage expectations and responsibilities for all clients and internal stakeholders. Utilize exceptional written and verbal communication skills while supporting customers via web, telephone, or email, while demonstrating a high level of customer focus and empathy. Respond to and solve customer technical requests, show an understanding of the customers managed hosted environment and applications within the Open Text cloud enabling resolution of complex technical issues. Document or implement proposed solutions. Respond to and troubleshoot alerts from monitoring of applications, servers, and devices sufficient to meet service level agreements. Collaborating on cross-team and cross-product technical issues with a variety of resources including Product support, IT, and Professional Services. What you need to succeed BE/B. Tech. or equivalent technical qualification Minimum of 12+ years of relevant experience Well versed with deployment, administration, troubleshooting, upgrade/migration of the OpenText Content Suite Platform and related components (Content Server, Archive Server, xECM, xECM Modules, Brava, OTDS, Search & Indexing) & Integrations with SAP, SuccessFactors, Salesforce. Experience with Cloud deployment of the Content Suite Platform will be an advantage. In-depth understanding of Enterprise Content Management (ECM) system principles. Expert in OpenText Content Management (formerly Extended ECM), with substantial experience in the administration and management of Content Server and related components including Content Server, Archive Server, Extended ECM Modules, Brava, OTDS, Search & Indexing, Powerdocs and Extended ECM integrations with SAP, SuccessFactors, Salesforce, Office 365, and Engineering applications. Proficient in Kubernetes, with hands-on experience in managing customer applications across cloud platforms such as AWS, Azure, or GCP. Strong Cloud-native skills, including familiarity with modern observability and monitoring tools, as well as experience with CI/CD pipelines. Expert in troubleshooting, deployments, product patching, updates, and proactive routine administration to ensure the smooth operation of customer environments. Extensive experience managing third-party modules such as Answer Modules, Permissions Manager, and GCI PowerTools. Solid background in supporting managed services customers using the ITIL framework. Certifications in OpenText Content Management and cloud platforms (AWS, Azure, GCP, Kubernetes Administration) are preferred. Strong analytical skills with the ability to thrive in a fast-paced environment and collaborate effectively with globally distributed teams. Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge. Strong interpersonal and people management skills

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

Handle MQ Admin BAU activities such as manage QMGRs & Objects/maintenance/patching/ configurations etc. Should have knowledge on SSL Certificate management, security vulnerabilities in MQ Scheduling and Monitoring MQ backups & performing housekeeping and daily health check Install & Configure IBM MQ Support Project for MQ upgrade or migrate to new version and apply Fixpack/Interim Fixpack, Refresh Pack/Ifix etc. Setting up new QMGRs and its object Investigate and Troubleshot issues in MQ Knowledge on Performance Tuning or optimizing of MQ Coordinate with Systems Administrators, UNIX, Network and DBAs, scheduling and implementing software patches & upgrades Support development/functional teams with performance tuning and troubleshooting issues & Co-ordinatr with IBM vendor Monitor and acknowledge Incidents / Change-Tickets / SRs / Problem-Tickets within SLA Working Knowledge on RCAs & SIPs & Automating tasks Provide Support for MQ DR activity Basic knowledge of shell scripting or Ansible to manage & create MQ admin related tasks for automation Good communication, written skills & interacting with Client & Stake holders Create knowledge base documents and SOPs for the Middleware support Handling Problem management calls and provide the RCA for the P1/P2 issues Good knowledge on IIB and/or APIC Basic knowledge on IBM-CP4I and/or OpenShift Container Platform (OCP)

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: Windows Server Admin . Experience: 1-3 Years . >

Join our Infrastructure Engineering Enablement Team as a Lead Engineer, where you ll drive innovation with AI/ML, automation, and cloud technologies. As the Lead Infrastructure Engineer at JPMorgan Chase within the Infrastructure Engineering Enablement Team, you will play a crucial role in guiding application teams to effectively perform infrastructure deployment and management functions. You will leverage your expertise in public cloud technologies, AI/ML, and automation to enhance developer capabilities and promote robust cloud-based solutions. This position offers the opportunity to collaborate with product and engineering teams, manage platform issues, and implement best practices for public cloud processes, ensuring minimal downtime and optimal performance. Create /Train LLM models that provide required knowledge to the developers to perform the tasks. Develop automation scripts to make day to day job easier Collaborate with product and engineering teams to deliver robust cloud-based solutions that drive enhanced customer experiences. Own end-to-end platform issues, problem management & help provide solutions to platform production issues on the AWS Cloud & ensure the applications are available as expected. Guide various product teams on the standards and best practices related to the Public Cloud process and help them mitigate issues in production cloud with minimal downtime. Job responsibilities Promote, self-service, and deliver on a strategy to operate on a build broad use of Amazons utility computing web services (e.g., AWS EC2, AWS S3, AWS RDS, AWS CloudFront, AWS EFS, CloudWatch, EKS) Utilize programming languages like Java, Python, SQL, Node, Go, and Scala, Open Source RDBMS and NoSQL databases, Container Orchestration services including Docker and Kubernetes, and a variety of AWS tools and services Develop/enhance LLM models using AI/ML skills for enabling self service for developers or other teams requiring Infrastructure Information. Identify opportunities to improve resiliency, availability, secure, high performing platforms in Public Cloud using JPMC best practices. Improve reliability, quality, and reduce to time to resolve issues in production incidents on software applications in prod. Implement continuous process improvement, including but not limited to policy, procedures, and production monitoring and reduce time to resolve. Identify, coordinate, and implement initiatives/projects and activities that create efficiencies and optimize technical processing. Provide primary operational support and engineering for the public cloud platform. Show leadership for any production issue and manage all the corresponding team in working towards fix and also should ensure minimal customer impact. Promote work streams to ensure Applications meet strict operational readiness for Public Cloud On-boarding. Monitor metrics and program health, anticipate and clear blockers, manage escalations. Revise the heading to Job responsibilities. Consolidate bullet points in this section. Required qualifications Formal training or certification on Infrastructure concepts and 5+ years applied experience A strong understanding of business technology drivers and their impact on architecture design, performance and monitoring, best practices A dynamic individual with excellent communication skills, who can adapt verbiage and style to the audience at hand and deliver critical information in a clear and concise message. The candidate must be a strong analytical thinker, with business acumen and the ability to assimilate information quickly, with a solution-based focus on incident and problem management. 10+ years experience across the SDLC process Design and/or Development and/or support 5+ years experience/knowledge building or supporting environments on AWS using Terraform Experience using DevOps tools in a cloud environment, such as Ansible, Artifactory, Docker, GitHub, Jenkins Experience/Knowledge using monitoring solutions like CloudWatch, Prometheus, Datadog Experience/Knowledge of writing Infrastructure-as-Code (IaC), using tools like CloudFormation or Terraform Experience with one or more public cloud platforms like AWS, GCP, Azure Preferred qualifications, capabilities and skills Experience with one or more AI/ML languages such as Python, Scala and have developed, trained, LLM models. Ability to leverage Splunk and Dynatrace to identify and troubleshoot issues. Experience with high volume, mission critical applications, and building upon messaging and or event-driven architectures. Knowledge of container platforms such as Docker and Kubernetes. Strong understanding of architecture, design, and business processes Keen understanding of financial and budget management, control and optimization of Public Cloud expenses Strong communication and collaboration skills

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

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: IBM MQ Infra Admin . Experience: 1-3 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 Mandatory Skills: WebSphere Admin . >

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: Linux Admin . Experience: 1-3 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 Mandatory Skills: Linux Admin . Experience: 3-5 Years . >

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

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

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

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

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

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

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

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

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: Web App Firewall F5 BIG-IP ASM . Experience: 3-5 Years . >

This is a remote position. Position Overview: We are seeking a skilled ServiceNow Developer with expertise in ServiceNow Portal, Employee Center, and integrations. This role requires 24x7 support in a work-from-home (WFH) setup. The ideal candidate should have strong development skills, problem-solving abilities, and excellent communication to collaborate with clients and stakeholders. Key Responsibilities: ServiceNow Portal Development \u2013 Design, develop, and maintain ServiceNow Service Portal for enhanced user experience. Employee Center (EC) \u2013 Configure and customize Employee Center for seamless employee interactions. UI Development \u2013 Implement and enhance HTML, CSS, and JavaScript for an intuitive and responsive interface. ServiceNow APIs & Integrations \u2013 Develop and integrate ServiceNow REST/SOAP APIs for data exchange with third-party applications. AI Search & Mobile \u2013 Optimize AI Search, Now Mobile, and other ServiceNow knowledge management tools. Content & Knowledge Management \u2013 Enhance content management, knowledge base, and self-service functionalities. Incident & Problem Resolution \u2013 Provide 24x7 support, troubleshooting portal-related issues and ensuring high availability. Stakeholder Communication \u2013 Effectively engage with clients and stakeholders to understand requirements and deliver solutions.

Do RESPONSIBILITIES Provide License Management Consultancy and Guidance for good management and maintenance of licenses and contracts. Important focus on cost reduction and savings Focus on Audit Readiness Activities and participation in external and internal audits. Managing/reducing complexity in Licensing Domain Areas Managing the noncompliance risk and mitigate in given time. Having an efficient process to follow up with the regular and complex changes on license models from our main suppliers. Maintaining contract summary and following up updated catalog for main suppliers Drive all activities related to Tools Management, including requirements management, collection of the as-is situation, identification of gaps, Market survey, specification of the target situation, definition of the strategy (Central vs regional) and business case. Understand the ITAM and SAM Tools maturity and ensure good maturity strategy is in place. Strong understanding of the strategic changes happening in the Software License Domain Support ITAM Strategy and ensure it is implemented in the accounts with good governance. Identification of Software Asset covered by the contract. Support the account for the declaration / inventory (data collection, benefit allocation, compliance analysis) Consultancy on the products (Software Optimization, Compliance Recommendations, Savings Opportunities) Internal governance (Product Management, Support Domain Strategy, Collect Future Needs, Maintain Catalogs) Manage declarations and reservations. Manage license allocations to group companies spread globally based on requirements and global agreement. Manage allocation of benefits from global agreement to group companies spread globally - come up with transparent allocation models and process documentation, communicate the allocation mechanism, create process for requests handling, handle the allocation requests. Forecast future needs - Based on evolution, based on requirement, based on change in policy. Manage vendor licensing portals - access, license allocation, download and license keys. Act as SPOC for all internal queries related to licensing, Declarations, and allocations. Recognize Product/Service Evolutions and keep track - recognize products covered in the agreement. Manage product lifecycles, identify out of service products, and make sure entities follow product lifecycle - Communication to entities on lifecycle, ensure domain is updated on the product lifecycle. Architect Service Management processes and procedures including: oPortfolio Management oInstall/ Move/ Add/ Change (IMAC) oContract Management oProcurement oFinancial Management oSoftware License Compliance oSoftware Asset Management oIntegrations with complimentary systems, such as service management, auto-discovery, and configuration management data base (CMDB) Gathering business requirements and translating into technical solutions. Develop and deliver ITAM technical training for customers, partners and end users. Support business development initiatives and activities. KEY SKILLS AND COMPETENCIES Very good knowledge of Software License Management and its processes Very good knowledge of existing vendors and tools, be able to conduct market surveys on Tools in the domain of Asset Management Basic technology skills on different hardware architectures, operating system platforms, IT network and database management systems. IT awareness & System capability Software License Contracts Management Skills and Benefit Management with Realization Knowledge of the IT Asset Management Lifecycle process Very Good understanding on the CMDB Good understanding on Contract Management Understanding of the various GIS Service models / RUs Accountable for driving the SLA / KPI Reports of ITAM specified in the contract. Thorough knowledge of Software License Management Methods and GAP analysis skills for at least top 10 OEM/Vendors like OpenText, MS, Oracle etc. Technically should be able to comprehend the licensing terms, license metrics, license accounting, bundles, legacy upgrade products, EOL and EOS products for at least top 10 OEM/Vendors Support the Preparation of SLA / KPI Reports for SAM Accountable for developing and maintaining a complete and detailed SW assets inventor ITIL V4 Foundation CSAM Good knowledge of Mainframe Licensing Good Knowledge of Open-Source Software Tools and licensing Certifications on Flexera FNMP, SNOW, ServiceNow SAM Pro, or IBM ILMT Mandatory Skills: Software Asset Management . Experience: 5-8 Years .