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BMW Techworks India
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Admin - Incident / Problem Coordinator

Admin - Incident / Problem Coordinator

BMW Techworks India

5 - 10 years

1 - 4 Lacs

Pune

Posted:1 week ago| Platform:

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Skills Required

Computer science CATIA Enterprise applications Problem management Incident management Troubleshooting Risk management JIRA Information technology Remedy

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role

Incident / Problem / Defect Manager.

Visit our website

bmwtechworks.in

to know more.

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About the UNIT/ Unit Overview

Engineering Platform PLOP/GDDM

Location

Pune

Experience

Number of openings

What awaits you/ Job Profile

We are seeking a

proactive

and

detail-oriented

Incident / Problem / Defect Manager to oversee the lifecycle of incidents, problems, and defects across our IT and software systems targeting

3DX

tool stack. This role ensures

timely resolution,

root cause analysis, and continuous improvement to

minimize

disruptions and

enhance service quality

. You d be required to share

periodic reports

with aim to get visibility of system gaps and

actions

required to address them.

What should you bring along

Incident Management:

Lead
the end-to-end incident management process, ensuring
timely detection
, logging, categorization, prioritization, and
resolution
.
Coordinate with technical teams to
restore
normal service operations as quickly as possible.
Communicate
incident status and resolution
updates
to stakeholders and
leadership
.
Conduct post-incident reviews and ensure documentation of
lessons learned
.

Problem Management:

Identify recurring incidents and conduct root cause analysis
(RCA) to prevent
future occurrences.
Maintain
the Known Error Database (
KEDB
) and ensure effective workaround solutions are documented.
Collaborate with development and infrastructure teams to long-term fixes.

Defect Management implement:

Manage
the defect
lifecycle
from identification through
resolution
and
closure
.
Work closely with QA, development, and product teams to prioritize and track defect fixes.
Ensure defects are properly
documented
, categorized, and
communicated
to relevant stakeholders.
Analyze end-user issue trends and feedback to inform platform improvement opportunities or training needs.

Must have technical skill

Bachelor s degree in computer science, Information Technology, or a related field.
8+ years of experience in IT Service Management, QA, or Software Development, 3DX Operations & Admin technical knowledge
Strong understanding of ITIL practices (certification preferred).
Proven experience with incident and defect tracking tools (e.g.,
ServiceNow
,
JIRA
,
Remedy
).
Excellent analytical, problem-solving, and communication skills.
Ability to
work under pressure
and manage multiple priorities.
Dashboard
creation, maintenance for clear visibility.
Familiarity with
platform logs
,
batch jobs
, and
background services
for troubleshooting.
Demonstrated success managing
production incidents and escalations
in enterprise applications.
Experience conducting or facilitating
root cause analysis (RCA)
and
post-incident reviews
.
Ability to define and refine
SOPs, workflows
, and
incident resolution matrices

Good to have technical skills

Knowledge in 3DX and Catia tool stack.
ITIL v4 Foundation or Practitioner certification.
Experience
in Agile/Scrum environments.
Familiarity with
DevOps
practices and CI/CD pipelines.
Knowledge of risk management and compliance standards.
Power BI knowledge would be a value addition.

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