Senior Manager - Technology

Key Responsibilities:
1. SaaS Platform Administration & Configurationo Manage the daily administration of BMC Helix ITSM in a SaaS environment.o Optimize and configure ITSM modules (Incident, Change, Problem, Knowledge, Asset).o Ensure the stability, scalability, and high availability of the platform.2. Implementation & Customizationo Customize workflows, business rules, and forms using Helix Innovation Studio.o Develop custom applications and microservices within the Helix platform.o Ensure tenant-specific configurations align with SaaS best practices.3. Chatbot Integration and Automationo Integrate and manage BMC Helix Virtual Agent for ticketing automation and self-service.o Design and implement chatbot workflows (incident creation, password resets, etc.).o Develop NLP (Natural Language Processing)-based conversational workflows for improved user experiences.o Continuously monitor chatbot performance, refine workflows, and enhance accuracy.o Enhance use cases as per the business requirements. 4. Integration Managemento Develop and manage integrations between BMC Helix ITSM and third-party SaaS solutions (e.g., Jira, ServiceNow, Salesforce).o Work with REST/SOAP APIs to ensure seamless integration.o Collaborate with cloud providers (AWS, Azure, GCP) for cloud-based service integration.o Under continuous improvement, implement various other integrations which will help the accuracy of the information and mature the processes. 5. CMDB and Asset Discovery (Cloud)o Implement BMC Helix Discovery for asset discovery across cloud and on-premise environments.o Maintain and automate Configuration Item (CI) updates, ensuring accurate CMDB data.o Monitor multi-cloud environments to ensure comprehensive asset visibility.6. Incident, Problem, and Change Managemento Oversee and optimize automated workflows for incident and change management.o Develop auto-remediation scripts for proactive issue resolution.o Ensure change management practices adhere to SaaS operational standards.7. Request Managemento Implement and manage Request Management processes to automate the fulfillment of service requests.o Design and optimize request workflows for service catalog items, user access requests, and hardware/software requests.o Ensure seamless integration with other ITSM processes (e.g., Incident, Change) for efficient request handling.o Monitor and report on request fulfillment metrics, ensuring timely and accurate service delivery.8. Security, Compliance, and Governanceo Enforce RBAC (Role-Based Access Control) and manage user access with SSO/LDAP integration.o Ensure ITSM processes align with security and compliance frameworks (ISO 27001, SOC 2, ITIL).o Conduct regular audits for vulnerabilities and risks.9. SLA/OLA Management and Reportingo Define, track, and manage SLAs and OLAs for both internal and external users.o Utilize BMC Helix Dashboards and Smart Reporting for performance insights.o Automate SLA breach notifications and tracking.10. Monitoring and Performance Optimizationo Regularly monitor SaaS platform performance, uptime, and usage metrics.o Identify and recommend strategies for optimizing performance.o Work closely with BMC support for incident resolution and patch management.11. Release and Patch Managemento Oversee smooth deployment of patches and updates.o Manage environment cloning, backup, and restoration.o Ensure testing and validation are done post-upgrade for business continuity.12. Technical Leadership and Mentoringo Lead teams in delivering ITSM solutions and services.o Provide mentoring and technical guidance to junior administrators.o Foster collaboration between service desk teams and development units.

Qualifications:

• Bachelors/Master s degree

  in Computer Science, IT, or a related field.



• ITIL v4 Certification

  (preferred).



• BMC Certified Professional

  in

  Helix ITSM

  and

  Virtual Agent

  (preferred).


• Minimum 7

  -9 years

  of experience in

  ITSM administration and management

  , with at least

  2 years

  of experience in chatbot/virtual agent integration within a SaaS environment.


• Desired qualification banking domain experience.