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Mashreq - Senior Manager - Technology Service Management
Mashreq Global Services Private LimitedBangalore, India2 days ago
Job descriptionCustomize workflows, business rules, and forms using Helix Innovation Studio. Develop custom applications and microservices within the Helix platform. Ensure tenant-specific configurations align with SaaS best practices. Integrate and manage BMC Helix Virtual Agent for ticketing automation and self-service. Design and implement chatbot workflows (incident creation, password resets, etc. Develop NLP (Natural Language Processing)-based conversational workflows for improved user experiences. Continuously monitor chatbot performance, refine workflows, and enhance accuracy. Enhance use cases as per the business requirements. Develop and manage integrations between BMC Helix ITSM and third-party SaaS solutions (e. Work with REST / SOAP APIs to ensure seamless integration. Collaborate with cloud providers (AWS, Azure, GCP) for cloud-based service integration. Under continuous improvement, implement various other integrations which will help the accuracy of the information and mature the processes. Implement BMC Helix Discovery for asset discovery across cloud and on-premise environments. Maintain and automate Configuration Item (CI) updates, ensuring accurate CMDB data. Monitor multi-cloud environments to ensure comprehensive asset visibility. Oversee and optimize automated workflows for incident and change management. Develop auto-remediation scripts for proactive issue resolution. Ensure change management practices adhere to SaaS operational standards. Implement and manage Request Management processes to automate the fulfillment of service requests. Design and optimize request workflows for service catalog items, user access requests, and hardware / software requests. Ensure seamless integration with other ITSM processes (e. Monitor and report on request fulfillment metrics, ensuring timely and accurate service delivery. Enforce RBAC (Role-Based Access Control) and manage user access with SSO / LDAP integration. Ensure ITSM processes align with security and compliance frameworks (ISO 27001, SOC 2, ITIL). Conduct regular audits for vulnerabilities and risks. Define, track, and manage SLAs and OLAs for both internal and external users. Utilize BMC Helix Dashboards and Smart Reporting for performance insights. Automate SLA breach notifications and tracking. Regularly monitor SaaS platform performance, uptime, and usage metrics. Identify and recommend strategies for optimizing performance. Work closely with BMC support for incident resolution and patch management. Oversee smooth deployment of patches and updates. Manage environment cloning, backup, and restoration. Ensure testing and validation are done post-upgrade for business continuity. Lead teams in delivering ITSM solutions and services. Provide mentoring and technical guidance to junior administrators. Foster collaboration between service desk teams and development units.
Description :
Key Responsibilities :
- SaaS Platform Administration & Configuration
- Manage the daily administration of BMC Helix ITSM in a SaaS environment.
- Optimize and configure ITSM modules (Incident, Change, Problem, Knowledge, Asset).
- Ensure the stability, scalability, and high availability of the platform.
Implementation & Customization :
Chatbot Integration and Automation :
Integration Management :
, Jira, ServiceNow, Salesforce).
CMDB and Asset Discovery (Cloud) :
Incident, Problem, and Change Management :
Request Management :
, Incident, Change) for efficient request handling.
Security, Compliance, and Governance :
SLA / OLA Management and Reporting :
Monitoring and Performance Optimization :
Release and Patch Management :
Technical Leadership and Mentoring :
(ref : iimjobs.com)
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Technology Manager • Bangalore, India
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