144 Bmc Remedy Jobs - Page 5

The Flexera role involves working with relevant technologies, ensuring smooth operations, and contributing to business objectives. Responsibilities include analysis, development, implementation, and troubleshooting within the Flexera domain.

The ServiceNow role involves working with relevant technologies, ensuring smooth operations, and contributing to business objectives. Responsibilities include analysis, development, implementation, and troubleshooting within the ServiceNow domain.

The ServiceNow role involves working with relevant technologies, ensuring smooth operations, and contributing to business objectives. Responsibilities include analysis, development, implementation, and troubleshooting within the ServiceNow domain.

The ServiceNow_ITAM (IT Asset Management) role involves working with relevant technologies, ensuring smooth operations, and contributing to business objectives. Responsibilities include analysis, development, implementation, and troubleshooting within the ServiceNow_ITAM (IT Asset Management) domain.

Your future duties and responsibilities: - Manage the Change Management process following ITIL best practices. - Evaluate change requests for risk, impact, and business readiness. - Lead Change Advisory Board (CAB) meetings for efficient review and approval. - Coordinate with stakeholders to ensure smooth communication and implementation of changes. - Document changes comprehensively, including back-out plans and testing results. - Monitor post-implementation reviews to enhance change success rates. - Ensure accurate change records for audit and compliance purposes Required qualifications to be successful in this role: Bachelor's degree in Computer Science, Information Technology, Business, or related fields. - 3 to 6 years of Change Management experience in IT or enterprise settings. - Proficiency in ITIL frameworks, with ITIL v3 or ITIL 4 Foundation certification. - Familiarity with ITSM tools like ServiceNow or BMC Remedy. - Strong communication, facilitation, and negotiation abilities. - Skilled in managing multiple stakeholders under pressure. - Effective analytical and decision-making aptitude. Skills: Java SQLite Telecommunications

The Change Analyst(Wholesale LOB) - OCM role involves working with relevant technologies, ensuring smooth operations, and contributing to business objectives. Responsibilities include analysis, development, implementation, and troubleshooting within the Change Analyst(Wholesale LOB) - OCM domain.

As an Associate Developer at IBM, you'll work with clients to co-create solutions to major real-world challenges by using best practice technologies, tools, techniques, and products to translate system requirements into the design and development of customized systems. In your role, you will be responsible for: Your primary responsibilities include: Working on the end to end feature development and solving challenges faced in the implementation. Collaborate with key stakeholders, internal and external, to understand the problems, issues with the product and features and solve the issues as per SLAs defined. Being eager to learn new technologies and implementing the same in feature development Required education Bachelor's Degree Preferred education Master's Degree Required technical and professional expertise Minimum 3+ years and 2+ years in ServiceNow Experience in ServiceNow ITSM, CMDB module with experience in implementation, configuration, updates & troubleshooting. Deep understanding and solutioning capabilities in ServiceNow Global scope and foundational data such as Location, Organization, CMDB In-depth experience and solutioning capabilities using Scoped Application Working knowledge to develop on Service CatLog Preferred technical and professional experience Expertise in ServiceNow ITSM product Experience in develop integration using JDBC/SQL/SOAP/REST with various type of systems directly or through mid-server Should have CSA, CAD and CIS-ITSM Certifications

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 Good to have skills : NAMinimum 3 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. You will oversee the application development process and ensure successful project delivery. Roles & Responsibilities:- Expected to perform independently and become an SME.- Required active participation/contribution in team discussions.- Contribute in providing solutions to work-related problems.- Lead the design, development, and implementation of applications.- Collaborate with cross-functional teams to gather and understand requirements.- Provide technical guidance and mentorship to junior team members.- Ensure adherence to coding standards and best practices.- Conduct code reviews and performance optimization.Incident Management:Work on incident queues, ensuring SLA adherence and timely resolution. Troubleshoot and debug issues spanning multiple ITSM modules (Incident, Change, Knowledge, Service Catalog, etc.). Investigate root causes and provide permanent fixes.Service Catalog & Request Fulfilment (RITMs):Work on Service Catalog Tasks (SCTSKs) and configure Catalog Items, Order Guides, and Record Producers. Develop and maintain Catalog Client Scripts, UI Policies, Workflows, and Flow Designer flows. Build forms and UI components based on documented requirements.Story Development & Enhancements:Work on complex requirements classified as Stories in Agile sprints. Develop and enhance Business Rules, Script Includes, UI Actions, and other backend scripting elements. Implement ACLs, system properties, and configurations to support platform security and customization. Collaborate with stakeholders to understand and deliver ITSM platform enhancements.Platform Knowledge & Debugging:Possess expertise in ITSM modules (Incident, Change, Knowledge, Service Catalog, etc.). Have a basic understanding of CMDB to support incident troubleshooting and change impact analysis. Debug and resolve issues across the platform, ensuring optimal performance and user experience.5yrs Experience as a ServiceNow Senior DeveloperExperience building custom APIExperience with Integration HUBExperience developing and troubleshooting with ITSM modulesBuilding Catalog ItemsScripting Documentation creationATF BuildingAble to work independently and Able to devise, communicate and implement their on solution based on business needsAble to document requirements and create stories Professional & Technical Skills: - Must To Have Skills: Proficiency in ServiceNow.- Strong understanding of IT service management processes.- Experience in customizing and configuring ServiceNow applications.- Knowledge of JavaScript, HTML, CSS for ServiceNow development.- Hands-on experience in integrating ServiceNow with other systems.1. Contribute to coordination and planning of Application / Infrastructure related activities / outages2. ITIL knowledge and experience in Incident management - Actively monitor service now queues and ensure no ticket/incident is left unattended Additional Information:- The candidate should have a minimum of 3 years of experience in ServiceNow.- This position is based at our Bengaluru office.- A 15 years full-time education is required. Qualification 15 years full time education

Role & responsibilities To Lead the design, implementation, and continuous improvement of IT Service Management (ITSM) processes and practices across the organization. The role oversees ITSM framework across global ELGi market units, managing incident, problem, change, and service request processes while driving automation, standardization, and continuous improvement. IT Service Management Strategy Develop and implement a global ITSM strategy and roadmap aligned with IT and business objectives. Define and optimize core ITSM processes, including incident, problem, change, request, asset, and knowledge management. Drive the adoption of ITIL best practices to improve service delivery, operational efficiency, and customer satisfaction. Lead the transition to modern ITSM platforms and tools to enable process automation, scalability, and real-time visibility. Service Operations and Delivery Oversee global IT service operations, ensuring timely resolution of incidents, problems, and service requests within agreed SLAs and KPIs. Drive root cause analysis and preventive measures to minimize recurring incidents and improve system reliability. Optimize change and release management processes to minimize disruptions and enhance operational stability. Collaborate with infrastructure, applications, and business teams to ensure seamless service delivery. Implement service reporting and dashboards to track performance, identify trends, and drive decision-making. Continuous Improvement and Automation Identify opportunities for process improvement and service optimization to enhance efficiency, reduce costs, and improve user experience. Drive the adoption of automation (e.g., AIOps, chatbots, robotic process automation) to streamline service management processes. Champion continuous improvement initiatives, including service quality assessments, user feedback analysis, and proactive monitoring. Service Governance and Compliance Establish governance frameworks for ITSM processes, ensuring compliance with IT policies, standards, and regulatory requirements. Define and monitor SLAs, OLAs (Operational Level Agreements), and KPIs to measure and improve service performance. Drive the development and enforcement of ITSM documentation, including process workflows, SOPs, and knowledge base articles. Stakeholder Management and Communication Act as the key point of contact for business stakeholders to understand service requirements and expectations. Partner with IT leaders, vendors, and service providers to ensure alignment of IT services with business priorities. Communicate ITSM performance, challenges, and opportunities to senior leadership and business units through clear reporting and updates. Leadership and Team Development Lead and mentor a global team of IT service managers, analysts, and support staff, fostering a culture of excellence and accountability. Drive skills development and training for the ITSM team to keep pace with evolving tools, technologies, and practices. Promote collaboration and knowledge sharing within the team and across IT functions. Preferred candidate profile In-depth knowledge of IT Service Management frameworks (ITIL) and experience implementing ITSM tools (e.g., ServiceNow, BMC Remedy, Ivanti). Strong understanding of IT operations, infrastructure, and service delivery in a global enterprise environment. Expertise in incident management, problem management, change management, and service request management. Experience with automation, monitoring tools, and AI-based ITSM practices (AIOps, proactive incident resolution). Proven ability to develop and execute global ITSM strategies that align with business objectives. Strong leadership skills with experience managing diverse, global teams in a matrixed environment. Ability to drive cultural change and promote a customer-centric approach to IT services. Ability to standardize and optimize ITSM processes to improve efficiency, compliance, and service quality. Strong analytical skills to identify trends, analyze performance metrics, and drive data-driven decisions. Exceptional communication and interpersonal skills to engage with senior leadership, business stakeholders, and IT teams. Proven ability to manage vendor relationships and ensure service provider performance aligns with SLAs. Demonstrated experience in driving service automation, continuous improvement initiatives, and innovation in IT service management. Ability to address complex ITSM challenges through proactive analysis and creative problem-solving. Desired Experience and Qualification 15+ years of experience in IT Service Management, with at least 5 years in a leadership role overseeing global ITSM operations. Proven track record in implementing and optimizing ITSM processes and tools in a large, complex enterprise. Experience in managing service delivery in a global environment with geographically dispersed teams. Experience driving ITSM automation, AIOps, and process improvements to enhance operational efficiency. Bachelors degree in Information Technology, Computer Science, or a related field (Masters degree preferred). Certifications: ITIL certification (minimum ITIL v4 Foundation, Expert/Master preferred). Certifications in ITSM tools (e.g., ServiceNow Certified Implementation Specialist) are a plus. PMP or Agile certifications (e.g., Scrum Master) are desirable for project management responsibilities.

BMC is looking for a Java Developer, an innovator at heart, to join a team of highly skilled software developers, responsible for BMCs Helix Capacity Optimization product. Here is how, through this exciting role, YOU will contribute to BMC's and your own success: Contribute to feature enhancements, corrective fixes - design to deploy Interact with Architects / Team leads to understand the scope of new requirements Provide resolution for product defects Work with geographically diverse cross-functional teams to coordinate the development work Work on customer issue resolution and proactive problem solving To ensure youre set up for success, you will bring the following skillset & experience: You have 3-6 years of experience in Remedy Workflow development. You must have experience in BMC Remedy Application development. You have knowledge of functional and design aspects of the BMC Remedy ITSM Suite. You have experince in developing enterprise software products. You are a self-learner whos passionate about problem solving and technology . You are a team player with good communication skills in English (verbal and written)

You will be managing customer expectations and competing priorities and conducting research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned. You will be escalating issues and works directly with Research and Development to resolve complex support problems. You will be using professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways and exercising systematic proficiency in some specialized skills which display depth and breadth within a single BMC application OR several BMC applications/technologies. You will be troubleshooting intermediate to advanced problems and recommends appropriate actions and providing support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues As every BMC employee, you will be given the opportunity to learn, be included in global projects, challenge yourself and be the innovator when it comes to solving everyday problems. To ensure youre set up for success, you will bring the following skillset experience: You can embrace, live and breathe our BMC values every day! You have 2+ years of experience handling BMC Remedy ITSM across modules ARS/SRM/SLM/ SmartIT/Smart Reporting/CMDB/DWP/SSO customers from consultancy and support standpoint. You have in depth troubleshooting and analytical knowledge in these BMC product areas. You have bachelors degree from any stream Full Time You are comfortable with Periodic weekend work (will likely be required).

We're HiringDollar U Developer! We are seeking a detail-oriented and proactive Batch Monitoring and Job Scheduling Specialist with expertise in scheduling, monitoring, and troubleshooting batch jobs within systems like Control-M, Autosys, or Dollar Universe. “ LocationMumbai Suburban, India Work ModeWork From Office ’ RoleDollar U Developer What You'll Do Monitor the execution of batch jobs, including identifying alerts, warnings, and errors. Respond quickly and effectively to issues, escalate aborted jobs, time overruns, and long-running jobs to the appropriate teams and ensure timely resolution. Define and configure batch jobs and schedules within the job scheduler tools Develop and manage rules, calendars, job dependencies ensuring jobs run in the correct sequence based on conditions like mutual non-simultaneity, resource availability, and functional dates. Define job conditions such as the status, the Management Units, or groups on which jobs are executed. Document job schedules, dependencies, and any troubleshooting processes Participate in continuous improvement initiatives to optimize job performance and reduce manual interventions. What Were Looking For Candidate should be willing to learn and adapt new technologies. Good understanding of ITIL methodology. Good understanding of any one of the platforms (UNIX / Windows, AS/400 & mainframe) knowledge of JIRA/Service now. Ready to take your career to the next levelš" Apply now and let's build something great together! Show more Show less

Technical Voice Process | Service Desk Criteria-Any Grad with min 1 year exp in Int. Technical Support/Service Desk CTC-4 to 6 LPA + Variables WFO-5 Days Working 24*7 Shifts Immediate Joiner Location-Bangalore & Pune Excellent Comms Required

BMC Remedy/ITSM/Helix (Version 21.02 +) BMC Helix ITSM tool Expert with 9+ years of hands on experience on supporting and implementing ITSM modules on Helix tool including-Incident Management, Change Management, Problem Management, Work Order Management, Service Request Management, CMDB & Knowledge Management Experience in performing fine-tuning following the best practices with good troubleshooting skills. DWP (Digital Workplace) catalog creation, SmartIT, TSP Smart Reporting Helix Dashboard implementation and Support Helix Import Tools CMDB Strong understanding & experience with ITSM tools implementations, configurations and integrations with 3rd party applications. Having Experience and full software development cycle- Analysis, Design, Coding, Testing and promotion. Data Analysis, Data Migration and importing/exporting data in the platform. ITIL Process Server & Cloud UnderstandingRole & responsibilities

Min 1 Yr Exp Into Technical Support International Voice Any Graduate WFO 24*7 US Shift Both Way Cab 5 Days Working Interview - Virtual Notice - Immediate Joiner Location - Pune Share resume on: 8905959447(Surbhi) Perks and benefits CTC - 4LPA Incentives Allowances Both way cab's

About Us: Isha Foundation is a non-profit organization dedicated to human well-being We offer a unique blend of ancient wisdom and modern practices, empowering individuals to live their fullest potential Our initiatives include powerful yoga programs, outreach projects, and a thriving workplace culture that values innovation, commitment, and a spirit of service, About the Role: We are seeking an experienced ITSM Developer to design, develop, and implement IT Service Management (ITSM) solutions that enhance service delivery across our organization You will work with cross-functional teams to streamline IT processes, ensuring they align with our dynamic business environment, Key Responsibilities: Design, develop, and implement ITSM solutions using Jira, ServiceNow, BMC Remedy, and similar platforms, Customize and configure ITSM applications to meet evolving organizational needs, Collaborate with internal teams to gather requirements and translate them into technical designs, Implement ITIL best practices for incident, problem, change, and configuration management, Monitor system performance and proactively resolve issues, Conduct testing, validation, and deployment of ITSM solutions, Provide training and support for end-users and IT staff on ITSM tools and workflows, Create and maintain detailed documentation of development, system configurations, and processes, Stay updated on industry trends to introduce innovations into the ITSM environment, Qualifications: Bachelors Degree in Information Technology, Computer Science, or a related discipline, 4 to 6 years of relevant experience in ITSM development and management, ITIL certification or equivalent ITSM certifications (mandatory), Hands-on experience with Jira, ServiceNow, or BMC Remedy platforms, Familiarity with Agile methodologies and working in iterative environments, Strong troubleshooting, analytical thinking, and communication skills, Are you ready to build the future with us Apply now through the link: https://careers isha in/jobs/10836 and we will reach out to you to set up a call!

Technical Support International Voice Min 1 Yr Exp Into Technical Support International Voice Only Tech Graduate WFO 24*7 US Shift 5 Days Working Interview - Virtual Notice - Immediate Joiner Location - BLR Do Share resume on: 9257669383(Harsha) Perks and benefits Night allowances Incentives Both way cab facility

Job Title: Technical I, Global Service Desk (TCF) Job Description Job Description: Specialist, Global Service Desk - Remote Desktop Support Engineer IT S ervice Management (ITSM) Function: IT Global Service Desk (Location GGN / WAH) Roles & Responsibilities: Initial assessment of reported incident or service request at Helpdesk Provides support for basic incidents reported via email, ticket or phone Follow triage for High Severity Incidents and start Sev1/2 ticket Hand over the all Sev1/2 incidents to Systems Availability Manager / BRC Resolve basic incidents and requests regarding the use of application software products and/or infrastructure components Collect information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. Escalating tickets to L2/L3 in timely manner for problems beyond the scope of their ability or responsibility Asking questions about the problem and explaining possible solutions Dealing with common or basic technical issues Taking remote desktop to diagnose the root cause and provide fix Using automated diagnostic programs to solve network problems Updating knowledge bases with details of common problems Using helpdesk software to log calls with descriptions of issues, progress and solutions Adhere to response & resolution SLA s Desired Skills: Excellent verbal and written communication skills Working experience on BMC Remedy tool Should be willing to work in shifts (24*7) Overall, should be a good team player with willingness to learn and drive to achieve. ITIL certification (added advantage). Knowledge of SolarWinds monitoring tool (added advantage) Working experience into remote support tool (added advantage) Window OS & desktop troubleshooting knowledge Qualification: Graduate with Diploma/Certificate in Information Technology Regular degree/diploma in Information Technology, B.E, B. Tech, BCA / MCA, BSCIT (would be given preference) Certifications & Specializations ITIL V3 / ITIL Advanced Certifications in network i.e., CCNA - Cisco Certified Network Associate, CCNP - Cisco Certified Network Professional, CCIE - Cisco Certified Internetwork Expert (would be given preference) Experience: 3 to 5 years in industry 2 years working experience in IT Service Desk / Helpdesk Level & Compensation: Band as per legal entity title Location: IND Gurugram - Ground Floor 243 Tower B SP Infocity Udhyog Vihar Dundahera Language Requirements: Time Type: Full time

Role Purpose The purpose of this role is to support delivery through development and deployment of tools. Do 1. Provide tool design, development and deployment support for the project delivery a. Interact with the internal project or client to understand the project requirement from a tool perspective b. Design the solution keeping in mind the tool requirements, current tools available as well as details on licenses required etc. c. Provide budget and timeline estimates for the tool development/ deployment as required d. For any new tool development, identify sources for development (internal or 3rd party) and work with the project managers on the development of the tool keeping in mind the production rollout timelines e. Conduct commercial discussions with the 3rd party vendors for licenses or tool development f. Conduct appropriate testing to ensure error free deployment of the tool on the project g. Ensure deployment of tool on time and within the estimated budget Deliver No. Performance Parameter Measure 1. Tool Development and deployment Quality of solution Timely development and within budget Timely deployment of tool Error free deployment Mandatory Skills: BMC Control M. Experience5-8 Years.

Role Description of Tools Engineer Do Deploy the release of new technologies as well as design, install, configure, maintain and perform testing of PC/server operating systems, networks, and related utilities and hardware. Troubleshooting problems as reported by users, supporting Web access and electronic messaging services and maintaining a secure systems environment Provide infrastructure solutions based on application needs and anticipated growth, install new servers and maintain the infrastructure. Able to work collaboratively with clients and other technical colleagues. Individuals work across all functional areas. Able to diagnoses and resolves complex hardware, software and connectivity problems. Enhanced knowledge of production monitoring and additional capability, may support one or more systems or applications of low to medium complexity (complexity defined by size, technology used, and system feeds and interfaces) with multiple concurrent users, ensuring control, integrity, and accessibility Mandatory Skills: BMC Truesight Orchestrator. Experience1-3 Years.

Role Purpose The purpose of this role is to support delivery through development and deployment of tools. Do 1. Provide tool design, development and deployment support for the project delivery a. Interact with the internal project or client to understand the project requirement from a tool perspective b. Design the solution keeping in mind the tool requirements, current tools available as well as details on licenses required etc. c. Provide budget and timeline estimates for the tool development/ deployment as required d. For any new tool development, identify sources for development (internal or 3rd party) and work with the project managers on the development of the tool keeping in mind the production rollout timelines e. Conduct commercial discussions with the 3rd party vendors for licenses or tool development f. Conduct appropriate testing to ensure error free deployment of the tool on the project g. Ensure deployment of tool on time and within the estimated budget Deliver No. Performance Parameter Measure 1. Tool Development and deployment Quality of solution Timely development and within budget Timely deployment of tool Error free deployment Mandatory Skills: BMC Control M. Experience5-8 Years.

Exp -6-8 yrs Location - Pune Band - B3 CBR- 160K Job Responsibilities: Administer and configure BMC TrueSight Server Automation. Develop and manage automation scripts for server provisioning, patching, and compliance. Monitor and analyze server performance and ensure optimal configuration. Perform audits to ensure server configurations comply with standards. Manage and deploy software packages and updates. Troubleshoot and resolve issues related to server automation. Integrate TrueSight with other IT management tools. Create and maintain documentation for automation processes and configurations. Collaborate with cross-functional teams to optimize server management. Provide technical support and training to users and IT staff. Qualifications: Bachelor’s degree in information technology, Computer Science, or related field. 10+ years of experience in server automation and management. Proficiency in BMC TrueSight Server Automation and related tools. Strong understanding of server provisioning, patching, and compliance. Excellent problem-solving and analytical skills. Effective communication and teamwork abilities. Relevant certifications (e.g., BMC Certified Professional). Skills: BMC TrueSight Server Automation Server Provisioning Patching and Compliance Automation Scripting Performance Monitoring Troubleshooting Documentation Integration with IT Management Tools Technical Support and Training Do 1. Provide tool design, development and deployment support for the project delivery a. Interact with the internal project or client to understand the project requirement from a tool perspective b. Design the solution keeping in mind the tool requirements, current tools available as well as details on licenses required etc. c. Provide budget and timeline estimates for the tool development/ deployment as required d. For any new tool development, identify sources for development (internal or 3rd party) and work with the project managers on the development of the tool keeping in mind the production rollout timelines e. Conduct commercial discussions with the 3rd party vendors for licenses or tool development f. Conduct appropriate testing to ensure error free deployment of the tool on the project g. Ensure deployment of tool on time and within the estimated budget Deliver No. Performance Parameter Measure 1. Tool Development and deployment Quality of solution Timely development and within budget Timely deployment of tool Error free deployment Mandatory Skills: BMC Truesight Server Automation. Experience5-8 Years.

Role Purpose The purpose of this role is to support delivery through development and deployment of tools. Do 1. Provide tool design, development and deployment support for the project delivery a. Interact with the internal project or client to understand the project requirement from a tool perspective b. Design the solution keeping in mind the tool requirements, current tools available as well as details on licenses required etc. c. Provide budget and timeline estimates for the tool development/ deployment as required d. For any new tool development, identify sources for development (internal or 3rd party) and work with the project managers on the development of the tool keeping in mind the production rollout timelines e. Conduct commercial discussions with the 3rd party vendors for licenses or tool development f. Conduct appropriate testing to ensure error free deployment of the tool on the project g. Ensure deployment of tool on time and within the estimated budget Deliver No. Performance Parameter Measure 1. Tool Development and deployment Quality of solution Timely development and within budget Timely deployment of tool Error free deployment Mandatory Skills: BMC Helix ITSM. Experience5-8 Years.

Job Title:Architect-Python-Front EndRetool/ITSM Experience5-8 Years Location:Bangalore : Architect, Python-Front End, Retool, ITSM

Incident Management Analyst1 Key Responsibilities Own and manage the end- to- end incident lifecycle , including logging, categorization, prioritization, and resolution tracking. Lead and coordinate Major Incident ( P1/ P2) calls , engaging cross- functional technical teams to restore service as quickly as possible. Provide timely and accurate communication to internal stakeholders, management, and customers during incidents. Drive root cause analysis ( RCA) post- resolution and ensure timely closure of follow- up actions. Maintain documentation for incident response processes, escalation paths, and communication templates. Work closely with Problem Management and Change Management teams to minimize repeat incidents. Monitor trends and key metrics to identify areas for improvement in incident handling. Ensure adherence to SLAs , KPIs, and compliance requirements. Provide incident reporting and analytics to management and stakeholders. Conduct regular incident reviews , including post- mortems and continuous improvement activities. Required Skills & Experience 4+ years of experience in IT Incident Management , with a focus on Major Incident Management ( MIM) . Strong understanding of ITIL processes , especially Incident, Problem, and Change Management. Proven experience coordinating P1/ P2 incident calls and acting as the single point of contact during major incidents. Excellent verbal and written communication skills with the ability to communicate effectively with technical and non- technical stakeholders. Strong troubleshooting skills and the ability to quickly grasp complex systems and dependencies. Experience using ITSM tools ( e. g., ServiceNow, BMC Remedy, Jira Service Management). Ability to remain calm and effective under pressure. Experience working in 24x7 environments is preferred. Preferred Qualifications ITIL v3/ v4 Foundation or Intermediate certification . Experience in managing incidents across cloud, network, application, and security platforms . Familiarity with monitoring and alerting tools ( e. g., Splunk, Datadog, LogicMonitor, SolarWinds). Work Environment May require working in rotational shifts or on- call support during critical events. Ability to work in a fast- paced, global IT operations environment .