2285 Incident Management Jobs

Job Summary FLPS:The Frontline Product Support team provides L1 & L2 support for multiple critical applications. This role involves addressing issues escalated by the Level 1 support team, monitoring applications for potential problems, and proactively resolving them. You will manage high-severity incidents, either independently or in collaboration with other teams, to ensure swift and effective resolution. Operating in a 24x7 environment, the team offers continuous support across all time zones, ensuring the reliability and stability of essential applications.Key Responsibilities: Diagnose, troubleshoot, and resolve complex issues escalated by the L1 team. Manage high-severity incidents, ensuring minimal downtime and impact on business operations, and lead the incident response, coordinating with all necessary stakeholders. Actively monitor system health, performance, and uptime using various monitoring tools. Address alerts or potential issues before they escalate into major problems. Perform in-depth analysis to identify the root cause of recurring issues and provide recommendations for permanent fixes. Collaborate with development, infrastructure, and operations teams to resolve complex issues or deploy fixes. Engage with customers for in-depth technical discussions, particularly in resolving complex issues. Participate in post-mortem discussions to understand incidents and prevent similar issues in the future. Update and maintain internal documentation, including runbooks and troubleshooting guides. Create clear, concise, and accurate documentation for both internal teams and customers. Demonstrate strong problem-solving skills to diagnose and fix complex issues across various systems and applications. Ability to perform deep dives into logs, databases, and system metrics to determine the underlying cause of issues. Proficiency in using monitoring tools and interpreting data to predict and prevent potential issues. Clearly explain technical issues and solutions to non-technical stakeholders, including customers and management. Manage multiple tickets and issues simultaneously, particularly during high-severity incidents. Collaborate effectively with other teams, such as development, operations, and L3 support. Qualifications Strong troubleshooting and problem-solving skills, with the ability to diagnose and resolve complex issues. Experience working in an ITIL-based framework, adhering to agreed SLAs and OLAs. Proficiency with ticketing and incident management systems (e.g., JIRA, ServiceNow). Advanced SQL skills and experience with database management (e.g., Oracle, PostgreSQL). Excellent communication skills, with the ability to explain technical concepts to non-technical stakeholders. Ability to work effectively in a 24x7 support environment, including night shifts and on-call rotations. Familiarity with cloud platforms (e.g., Azure, Google Cloud). Experience with monitoring tools such as Grafana, New Relic, and AppDynamics.

As an Online Reputation Management Executive at INNsight, you will be a key driver in maintaining and enhancing our online standing. Your role will center around vigilantly overseeing, curating, and enhancing our digital footprint across diverse platforms to guarantee a favorable perception of our brand. Responsibilities and Duties: Online Surveillance: Continuously track online references, reviews, and remarks regarding our brand, products, and services on various platforms, including social media, review sites, and online communities. Response Oversight: Craft thoughtful, timely responses to customer feedback, whether positive or negative, to foster transparent communication and address concerns effectively. Content Curation: Create and disseminate engaging, informative content that accentuates our brand's strengths and values, ensuring it adheres to our brand guidelines. SEO Enhancement: Implement SEO strategies to boost the visibility of positive content while mitigating the impact of negative information in search engine results. Review Cultivation: Encourage satisfied customers to share positive reviews and testimonials on relevant platforms. Competitor Analysis: Monitor competitors' online reputations, providing insights and recommendations to maintain a competitive edge. Crisis Response: Develop and execute crisis communication plans in the event of reputation-threatening incidents. Reporting: Generate routine reports and analytics on online reputation metrics, offering insights and suggestions to senior management

As an Online Reputation Management Executive at INNsight, you will be a key driver in maintaining and enhancing our online standing. Your role will center around vigilantly overseeing, curating, and enhancing our digital footprint across diverse platforms to guarantee a favorable perception of our brand. Responsibilities and Duties: Online Surveillance: Continuously track online references, reviews, and remarks regarding our brand, products, and services on various platforms, including social media, review sites, and online communities. Response Oversight: Craft thoughtful, timely responses to customer feedback, whether positive or negative, to foster transparent communication and address concerns effectively. Content Curation: Create and disseminate engaging, informative content that accentuates our brand's strengths and values, ensuring it adheres to our brand guidelines. SEO Enhancement: Implement SEO strategies to boost the visibility of positive content while mitigating the impact of negative information in search engine results. Review Cultivation: Encourage satisfied customers to share positive reviews and testimonials on relevant platforms. Competitor Analysis: Monitor competitors' online reputations, providing insights and recommendations to maintain a competitive edge. Crisis Response: Develop and execute crisis communication plans in the event of reputation-threatening incidents. Reporting: Generate routine reports and analytics on online reputation metrics, offering insights and suggestions to senior management

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

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

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

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

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

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

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

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

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

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs Primary Skill: Ability to work in a 24/7 rotational shift environment (Work from Office) Excellent listening and comprehension abilitie Proficient in basic computer operations and MS Exce Strong analytical thinking and multitasking capabilitie Familiarity with data-driven modules and tool Secondary Skill: Handle customer queries and concerns via voice calls using designated front-office tool Provide prompt and effective solutions while maintaining a high level of customer satisfactio Ensure adherence to company policies and maintain a clean and professional work environme t Continuously update knowledge of processes and tool Always demonstrate proper telephone etiquette and professional communication Mandatory Skills: Customer Service( Reservation).

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

The candidate will be responsible for to check reservations made into the hotels through B2B portal The candidate will be responsible for reconfirmations of bookings with hotels across the globe Communicating with hotels for reservations made into the system Need to assist Travel Agents for any query related booking Need to update the system and to Operations Team for confirmations received through hotels Desired Profile Ready to work in rotational shifts and week offs Should have 1 to 3 years of work experience in Travel Industry / BPO/ Client Support Good knowledge of Computers / Good knowledge in MS office Good in English communication skill

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

Edelweiss Global Markets is looking for Associate - Risk to join our dynamic team and embark on a rewarding career journey Risk Assessment: Conduct thorough risk assessments of field operations to identify potential hazards, vulnerabilities, and compliance issues. Analyze data and trends to anticipate and mitigate emerging risks. Compliance Monitoring: Monitor and ensure compliance with relevant laws, regulations, and internal policies governing field operations. Develop and implement processes to address compliance gaps and enhance controls. Field Audits: Plan and execute field audits to assess the effectiveness of risk management controls and procedures. Document findings, communicate recommendations, and collaborate with stakeholders to implement corrective actions. Incident Management: Respond promptly to incidents and breaches in the field, including safety incidents, security breaches, and regulatory violations. Investigate root causes, escalate issues as necessary, and develop strategies to prevent recurrence. Training and Awareness: Provide training and guidance to field staff on risk management principles, procedures, and best practices. Promote a culture of risk awareness and accountability throughout the organization. Reporting and Analysis: Prepare regular reports and analysis on key risk indicators, trends, and performance metrics related to field operations. Present findings to senior management and recommend strategies for continuous improvement. Stakeholder Engagement: Collaborate closely with cross-functional teams, including operations, compliance, legal, and finance, to align risk management efforts with business objectives. Build strong relationships with internal and external stakeholders to facilitate effective risk communication and coordination.

Srijan Ek Soch is looking for Operations Professional to join our dynamic team and embark on a rewarding career journey Oversee the day-to-day operations of the company or organization. Monitor and evaluate the performance of operational processes and systems. Identify and resolve operational problems and inefficiencies. Stay up-to-date with industry trends and advancements in operations management. Continuously assess and improve operational processes and systems to ensure they meet business requirements.

BKMSOLVENTS is looking for Brand Management Professional to join our dynamic team and embark on a rewarding career journey Develop and implement comprehensive brand strategies that align with the company's overall goals and objectives Conduct market research to identify customer needs, preferences, and competitive landscape, and translate findings into actionable insights Create and manage brand guidelines, ensuring consistency in brand messaging, visual identity, and tone of voice across all marketing and communication channels Collaborate with creative teams to develop compelling brand assets, including logos, packaging, advertising campaigns, and promotional materials Oversee the planning and execution of brand marketing initiatives, such as product launches, brand activations, and sponsorships Monitor brand performance metrics, analyze data, and prepare reports to track the effectiveness of brand initiatives and make data-driven recommendations for improvement Manage brand budgets and ensure optimal allocation of resources to achieve brand objectives Build and maintain strong relationships with internal stakeholders, including product managers, sales teams, and senior leadership, to align brand strategies with business objectives Stay abreast of industry trends, market dynamics, and competitor activities to identify emerging opportunities and challenges Serve as a brand ambassador, internally and externally, to maintain a consistent brand image and ensure brand integrity

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

Role: Within the CIB CCCO OPC Team, the Operational Permanent Controller (OPC) supports the Metiers/Functions on Controls to maintain a robust setup of controls that will allow the identification, assessment, reporting, monitoring and mitigation of operational risks. The OPC is responsible for ensuring the proper execution of controls to cover operational risks, for participating in the detection of risk areas, and for proposing, monitoring and implementing corrective actions: i. Ensures the proper completion of control plans and proper execution of controls within its scope of activity at specified frequencies. Control plans may evolve (i) following indications from CCCO Central (or any other authority) to add, remove, or modify any control, or (ii) to adapt to the evolution of any underlying process within the Business, ii. Contributes to challenging the performance of existing controls, iii. Proposes corrective actions and monitors related action plans with business stakeholders, iv. Contributes to preparing operational and management reports on risks and permanent controls within its scope of activity, v. Reports to the Control Manager on the state of progress of the controls and the problems detected and identifies and lists the difficulties encountered in performing their duties, vi. Participates in the detection of risk areas in regards with control results and proposes corrective actions in conjunction with the Control Manager. The execution of these controls is an opportunity to interact with various departments and countries across CIB (Global Banking, Global Markets, Securities Services) and the control results are reported to CIB Senior Management. Responsibilities Direct Responsibilities Ensure the proper execution of controls on your scope of activity: Perform controls and/or coordinate control execution, Identify and assess risks revealed by controls results, Report controls results and related risks to the CIB CCCO Central team Management, Propose corrective actions and monitor action plans, Periodically review existing control framework and propose enhancements, including mechanisms for feedback loops. Contributing Responsibilities For the time being, responsibilities will focus on control execution but may evolve with time to include additional OPC responsibilities (e.g. incidents management, Risk and Control Self-Assessment, follow-up of recommendations issued by LOD 2/3). Technical & Behavioral Competencies Must have: Demonstrable knowledge of risk management in Financial Services Proven experience of control execution and reporting. Additional relevant competencies: Experience in Operational Risk Management through previous roles/experience in 1/2/3 LOD (Lines of Defense) or experience in internal/external audit, Proven experience of identifying issues in processes and controls, and subsequently assessing, reporting, mitigating and monitoring them, Ability to work with cross functional and cross jurisdictional stakeholders, Ability to use Excel and PowerPoint proficiently. Specific Qualifications (if required) A curious mindset and critical thinking are key to be successful in this role. Skills Referential Behavioural Skills : (Please select up to 4 skills) Critical thinking Communication skills - oral & written Attention to detail / rigor Ability to deliver / Results driven Transversal Skills: (Please select up to 5 skills) Analytical Ability Ability to develop others & improve their skills Ability to develop and adapt a process Ability to understand, explain and support change Ability to anticipate business / strategic evolution Education Level: Bachelor Degree or equivalent Experience Level At least 10 years

Leading the Quality Control Teamaccording to the norms of GMP (Good Manufacturing Practices) to ensure international quality standards and adherence to various regulatory requirements. Developing and reviewing cGMP compliance related documents like global procedures, methods, standards, specification, validation protocols, summary reports. Implementation of management system for Change control, CAPA, OOS, Risk analysis, deviation management system, incidents (Lab ware LIMS, eQMS,Track wise) and complaint management system. Actively participated in QTA between CMO and receiving/transferring site. Review and approval of APQR. Root cause analysis/ Failure investigation and corrective and preventive action planning Change control management system, CAPA, OOS, deviation management system, incidents Corrective and preventive action planning (CAPA) against the regulatory requirement. Implementation of CAPA effectiveness checks against the regulatory and existing quality system requirements. Deep knowledge in LIMS (Caliber/ LabWare management system and Thermo LIMS). GAP assessment of the quality system for process optimization and to assess the regulatory requirements against the gaps observed. Development and review of cGMP compliance related documents like global procedures, methods, standards, specification and validation protocols, summary reports. Immediate Joiners will be prefered. Kindly share resume on dipika.parmar@milanlabs.com

About the Role We are seeking a skilled and motivated Cloud Engineer (Observability) to join our team and enhance the reliability, performance, and visibility of our applications. The ideal candidate will have hands-on experience with observability tools like Prometheus, Grafana, OpenTelemetry, and Coralogix, as well as a deep understanding of application performance monitoring (APM) for modern cloud environments. You will play a crucial role in designing and implementing monitoring and observability strategies for Java-based backend services, React-based frontends, and containerized applications deployed on AWS EC2 and Kubernetes platforms. What Youll Do Design and implement robust observability solutions using Prometheus , Grafana , OpenTelemetry , and Coralogix for real-time monitoring and logging. Configure and maintain Application Performance Monitoring ( APM ) solutions to optimize the performance of Java and React applications. Build and maintain custom dashboards, alerts, and metrics to monitor the health, performance, and availability of applications and infrastructure. Collaborate with development and SRE teams to integrate observability best practices into CI/CD pipelines and deployment workflows. Establish logging, tracing, and metrics collection standards to ensure end-to-end visibility of distributed systems. Work on anomaly detection and root cause analysis using observability data and tools. Automate incident detection and response processes to reduce Mean Time to Detection (MTTD) and Mean Time to Resolution (MTTR). Continuously optimize monitoring strategies to minimize overhead while maintaining comprehensive visibility. Troubleshoot complex performance issues across application layers, including backend, frontend, and infrastructure. Ensure compliance with security and operational best practices when handling observability data. What You ll Need 3-7 years of experience in a similar role with a focus on observability and monitoring. Proficiency with tools like Prometheus , Grafana , OpenTelemetry , APM solutions. Strong knowledge of cloud environments, particularly AWS , including services like EC2, EKS, CloudWatch, and RDS. Hands-on experience monitoring and optimizing Java backend services and React-based frontend applications . Expertise in monitoring containerized applications using Kubernetes , Docker , or equivalent platforms. Knowledge of distributed tracing and metrics collection to analyze complex application behaviours. Experience in implementing log and trace instrumentation, as well as utilizing aggregation and analysis tools to centralize data and extract actionable insights. Familiarity with CI/CD pipelines and integrating observability workflows into automated deployments. Excellent problem-solving skills, with the ability to identify and resolve performance bottlenecks in large-scale systems. Strong communication skills to collaborate across teams and translate technical insights into actionable recommendations. Bonus Points Experience implementing Coralogix observability solutions for AWS environments. Exposure to DevOps and SRE principles, including incident management and reliability engineering . Knowledge of DORA metrics to monitor and improve deployment practices. Hands-on scripting or development skills in Python , Bash , or similar languages.

Equisoft is a global provider of digital solutions for insurance and investment, recognized by over 250 of the worlds leading financial institutions. We offer a comprehensive ecosystem of scalable solutions that help our customers meet all the challenges brought about by this era of digital transformation, thanks to our business needs-driven approach, industry knowledge, cutting-edge technologies and experts. With its business-driven approach, in-depth industry knowledge, cutting-edge technologies and multicultural team of experts based in North America, the Caribbean, Latin America, Europe, Africa, Asia and Australia, Equisoft helps its customers meet the challenges of this era of digital transformation. Why Choose Equisoft? With 950+ employees, we are a stable organization that offers career advancement and fosters a stimulant environment. If that s not enough, then check out these other perks below: Hiring Location: India (Hyderabad Hitech City) Internal job title: Site Reliability Engineer The position is hybrid between 2 days at the office and 3 days remote Full-time Permanent Role Benefits available day 1: medical, dental, term life/personal accident coverage, wellness sessions, telemedicine program, etc. Number of hours per week: 40 Educational Support (LinkedIn Learning, LOMA Courses and Equisoft University) Role: The Senior Site Reliability Support Engineer reports to the Manager, Product Development and works closely with 5 other specialists like DevOps, Cloud Architect and Release Coordinator. The incumbent will be responsible for ensuring the reliability, performance, and support of our production systems. This role combines the responsibilities of a Site Reliability Engineer and a Production Support Engineer, providing technical support and implementing automation to enhance system reliability. Below, is a brief description of the expected product the candidate will be working on Equisoft/Illustrate is a powerful life insurance illustration software. Highly flexible, it lets you weigh up options for one or more policy types, generate various scenarios and compare entire products or certain features. An insurer can thus provide its agents with a sales tool customized to its business and deploy sales strategies in line with product development. Your Day with Equisoft: Monitor daily SaaS operations to ensure consistent performance, reliability, and availability of services for customers. Ensure adherence to SLAs (Service Level Agreements) by proactively monitoring and addressing potential issues to maintain high uptime and service quality. Execute incident management procedures for outages or performance issues, including troubleshooting, root cause analysis, and post-mortem reviews. Work on improving the operational efficiency of SaaS applications by fine-tuning infrastructure, monitoring systems, and optimizing performance. Ensure all SaaS applications meet required security and compliance standards, conducting regular audits and addressing vulnerabilities proactively. Identify areas for process improvement, driving automation initiatives to streamline workflows, reduce manual work, and enhance operational efficiency. Act as a point of escalation for customer issues related to SaaS applications, working with support teams to resolve high-priority cases. Monitor, analyze, and report on operational metrics (uptime, response times, incident counts), providing regular updates to stakeholders. Participate in disaster recovery exercises, ensuring regular backups and testing recovery processes for business continuity. Ensure SaaS operations align with industry standards and best practices, to provide a structured and effective service management approach. Requirements: Bachelor s Degree in Computer Engineering or Information Technology or College Diploma combined to 3 years of relevant experience 5+ years of experience in a similar role (Site Reliability Engineer, Production Support Engineer, DevOps, or related). Proven track record of managing and optimizing production systems. Strong knowledge of system administration, networking, and Azure cloud services. Experience with CI/CD pipelines and infrastructure as code (e.g. Terraform) Experience with monitoring and alerting tools (e.g. Azure Monitor, Application Insights). Hands-on experience with Azure Kubernetes Service (AKS), Azure Container Instances, and container orchestration Solid understanding of Azure SQL Database, Cosmos DB, and other Azure data services Excellent knowledge of English (spoken and written) Soft skills Strong sense of organization and prioritizing Analytical and problem-solving skills Ability to communicate, write and synthesize information Ability to multi-task in a rapid-paced environment Team spirit, tact, diplomacy, autonomy, rigor, and discipline

Responsible for the operation of production environments, including systems and databases, supporting critical business operations. Maintain Availability, Scalability, and Efficiency of Oracle Cloud Services. Solve complex infrastructure problems. Handle customer incident tickets and/or deploy software in test or production systems, and or perform testing on test systems or production systems. You will be required to do RCA when possible; if the issue is complex, beyond your knowledge or skills, escalate to developers in team. It s a critical role to help with availability, scalability, and efficiency of Oracle products and services. Help manage Oracle standards, and methods for large-scale distributed systems. If needed, help facilitate service capacity planning and demand forecasting, software performance analysis, and system tuning. About the Group At Oracle Cloud Infrastructure (OCI), we build the future of the cloud for Enterprises as a diverse team of fellow creators and inventors. We act with the speed and attitude of a start-up, with the scale and customer-focus of the leading enterprise software company in the world. Compute is one of the core organisations within OCI. We are responsible for providing Compute power i.e. VMs and BMs. Cloud pretty much cannot exists without our org. The Compute org comprises of a family of critical foundational infrastructure services that drive OCI s hardware lifecycle activities Work with product team on the shared full stack ownership of a collection of services and/or technology areas. Understand the end-to-end configuration, technical dependencies, and overall behavioural characteristics of production services. Responsible for the mitigating critical customer incidents, or deployments or testing required to improve security, performance, availability, and scalability of service. Authority for end-to-end performance and operability. Partner with development teams in meeting SLA to unblock customers. Articulate technical characteristics of services and technology areas and guide Development Teams to engineer and add premier capabilities to the Oracle Cloud service portfolio. Understand and communicate the scale, capacity, security, performance attributes, and requirements of the service and technology stack. Demonstrate clear understanding of automation and orchestration principles. Act as ultimate escalation point for complex or critical issues that have not yet been documented as Standard Operating Procedures (SOPs). Utilise a deep understanding of service topology and their dependencies required to troubleshoot issues and define mitigations. Understand and explain the effect of product architecture decisions on distributed systems. Professional curiosity and a desire to a develop deep understanding of services and technologies. Responsible for the operation of production environments, including systems and databases, supporting critical business operations. Will perform administration and analysis for multiple production environments and recommend new and novel solutions to improve availability, performance, and supportability. This is an opportunity to bring a combination of deep technical knowledge with administration/analysis knowledge of Oracles Cloud Infrastructure to provide escalation support to a wide range of complex production environment problems related to immense growth, scaling, leveraging the cloud, extremely high performance, and high availability requirements. Install, monitor, maintain, support, and optimize all production server hardware and software. Provide escalated technical support for complex technical issues which may include leading problem management cases and providing management status. Coordinate escalated support cases and lead appropriate internal technical resources and/or third party vendors to resolution and coordinate a storage infrastructure of Oracle system and database appliances. Responsible for Oracle production environments; assist with server operating system and application upgrades, bug fixes, and patching; and work on standardization projects for both hardware and software under the Oracle technology stack while providing consistent system uptime as expected in a Cloud environment. Provide on-call support, on a rotating basis. Responsibilities include but not limited to Incident Management Support and troubleshooting of Staging/Production environments Response and Resolve incidents as per SLAs Organise, Anticipate, Plan and work as On-Call in shifts for multiple services (Open to work in shifts & shows flexibility) Maintain Service High Availability Release Management Test and Deploy solutions and automate to replace manual processes Build and maintain deployment tools/procedures Zero downtime deployments and a high availability mindset Define and build innovative solution methodologies and assets around infrastructure, cloud migration and deployment operations at scale. Work with service teams to resolve complex issues that require troubleshooting and knowledge of code. Keep documentation up to date and resolving similar tickets with lower turnaround time and within SLA Ensure production security posture Ensure monitoring is robust and effective Change Management Perform Root Cause Analysis Required Skills: 6+ years overall experience in IT industry Minimum 4 years of experience as a Sys Admin/Support Strong systems architecture skills Strong Linux administration (Understanding of different Hardware family) Virtualisation Technologies Scripting Language (Python/Bash/Shell etc, basic understanding of Java / Go will be good to have) Understanding of Networking, Cloud Computing, Load Balancers Hands on experience at Monitoring/Instrumentation tools (Prometheus/Grafana, new relic, elastic or equivalent). Experience with maintaining high scale deployments, managing high throughput and IO intensive services. Strong knowledge of system configuration tools such as Chef, Terraform, GIT, Jenkins/Hudson, Artifactory Continuous Integration development/deployment, e.g. Docker, Kubernetes