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29 Mashreq Global Services Jobs
Manager-Service Technology Technology Operations
6-9 years
Kolkata, Mumbai, New Delhi + 4 more
1 vacancy
Manager-Service Technology Technology Operations
Mashreq Global Services
posted 15hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Minimum 8-10 years of experience in ITSM administration and management , with at least 2 years of experience in chatbot/virtual agent integration within a SaaS environment.
- Strong experience with BMC Helix ITSM (SaaS) platform.
- Expertise in BMC Helix Virtual Agent (chatbot) configuration and integration.
- Proficient in REST/SOAP API development and integration.
- Experience managing CMDB and using BMC Helix Discovery for asset management.
- Knowledge of cloud platforms ( AWS, Azure, GCP ) and related integrations.
- Experience in Request Management and service catalog process optimization.
- Familiar with SLA management , reporting, and chatbot analytics.
- In-depth understanding of SaaS security, compliance , and governance principles.
- Strong leadership and project management capabilities.
- Bachelors/Master s degree in Computer Science, IT, or a related field.
- ITIL v4 Certification (preferred).
- BMC Certified Professional in Helix ITSM and Virtual Agent (preferred).
- Desired qualification - Banking domain experience.
- 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
- Customize 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.
- Chatbot Integration and Automation
- 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.
- Integration Management
- Develop and manage integrations between BMC Helix ITSM and third-party SaaS solutions (e.g., Jira, ServiceNow, Salesforce).
- Work with REST/SOAP APIs to ensure seamless integration.
- Collaborate with cloud providers (AWS, Azure, OCI, Etc) for cloud-based service integration.
- Under continuous improvement, implement various other integrations which will help the accuracy of the information and mature the processes.
- CMDB and Asset Discovery (Cloud)
- 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.
- Incident, Problem, and Change Management
- 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.
- Request Management
- 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.g., Incident, Change) for efficient request handling.
- Monitor and report on request fulfillment metrics, ensuring timely and accurate service delivery.
- Security, Compliance, and Governance
- Enforce RBAC (Role-Based Access Control) and manage user access with SSO/LDAP integration.
- Conduct regular audits for vulnerabilities and risks.
- SLA/OLA Management and Reporting
- 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.
- Monitoring and Performance Optimization
- 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.
- Release 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.
- Technical Leadership and Mentoring
- Lead teams in delivering ITSM solutions and services.
- Provide mentoring and technical guidance to junior administrators.
Employment Type: Full Time, Permanent
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