35 Problem Management jobs in India
Specialist IS Bus Sys Analyst - Incident/Problem Management
Posted 2 days ago
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Job Description
At Amgen, if you feel like you're part of something bigger, it's because you are. Our shared mission-to serve patients living with serious illnesses-drives all that we do.
Since 1980, we've helped pioneer the world of biotech in our fight against the world's toughest diseases. With our focus on four therapeutic areas -Oncology, Inflammation, General Medicine, and Rare Disease- we reach millions of patients each year. As a member of the Amgen team, you'll help make a lasting impact on the lives of patients as we research, manufacture, and deliver innovative medicines to help people live longer, fuller happier lives.
Our award-winning culture is collaborative, innovative, and science based. If you have a passion for challenges and the opportunities that lay within them, you'll thrive as part of the Amgen team. Join us and transform the lives of patients while transforming your career.
**What you will do**
Let's do this. Let's change the world. In this vital role you will Product and Process Owner for the Incident and Problem Management processes within the ServiceNow platform. This role is responsible for ensuring that the design, execution, and continuous improvement of these ITIL processes meet evolving business needs, compliance requirements, and service delivery objectives.
The Specialist will collaborate with global service owners, delivery teams, and platform engineers to develop and enhance workflows, reporting capabilities, and user experience. This role plays a key part in identifying process inefficiencies, developing solutions, and implementing enhancements to optimize operations and reduce service disruption. This position requires strong analytical skills, a deep understanding of ITSM standard methodologies, and the ability to work effectively within a highly matrixed organization.
**Roles & Responsibilities:**
+ Act as Product Owner for the Incident and Problem Management processes within the ServiceNow platform.
+ Design, document, and refine process workflows to align with ITIL standard methodologies and evolving business needs.
+ Gather and prioritize requirements from partners to implement process and platform enhancements.
+ Collaborate with IS teams, service owners, and platform administrators to drive improvements in service restoration and root cause analysis.
+ Ensure high quality and timely resolution of incidents and problems through continuous process optimization.
+ Monitor and report key performance indicators (KPIs), SLAs, and trends related to incident and problem management.
+ Participate in governance reviews, audits, and compliance-related activities to ensure alignment with organizational policies.
+ Develop and maintain knowledge articles, training materials, and process documentation.
+ Act as a domain expert and support change management activities related to process or tool changes.
+ Facilitate communication and alignment across global teams to ensure standardization and standard methodology adoption.
**What we expect of you**
We are all different, yet we all use our unique contributions to serve patients.
**Basic Qualifications:**
+ Doctorate degree / Master's degree / Bachelor's degree and 8 to 13 years of experience in Computer Science, IT or related field
**Preferred Qualifications:**
**Functional Skills:**
**Must-Have Skills:**
+ **Incident & Problem Management Expertise:** In-depth understanding of ITIL-based incident and problem management practices and their application within enterprise environments.
+ **ServiceNow Platform Knowledge:** Experience configuring and optimizing Incident and Problem Management modules within the ServiceNow platform.
+ **Process Optimization:** Solid ability to analyze data, identify inefficiencies, and design solutions to improve service performance and reduce recurring issues.
+ **Partner Engagement:** Demonstrable ability to gather business requirements, prioritize enhancements, and communicate effectively across technical and non-technical teams.
**Good-to-Have Skills:**
+ **Root Cause Analysis & Trend Monitoring:** Experience with root cause analysis methodologies and the ability to identify service trends for proactive resolution.
+ **Compliance & Governance Awareness:** Familiarity with compliance requirements in regulated industries such as biotechnology or pharmaceuticals.
+ **ITSM Process Integration:** Knowledge of how Incident and Problem Management integrate with other processes such as Change, Release, and Knowledge Management.
+ **Analytics & Reporting:** Experience using visualization and reporting tools (e.g., Tableau, Spotfire, ServiceNow Performance Analytics) to drive process insight and optimization.
**Professional Certifications:**
+ ITIL v3/4 Foundation Certification (mandatory)
+ ServiceNow Certified Implementation Specialist (ITSM) (preferred)
+ Certified Problem or Incident Management Professional (preferred)
+ Scaled Agile Framework (SAFe) for Teams (preferred)
**Soft Skills:**
+ **Attention to Detail:** Careful and thorough in documenting and tracking process activities, ensuring accuracy in data entry, workflows, and testing.
+ **Effective Communication:** Clearly and confidently communicates with both technical and non-technical audiences across multiple teams and organizational levels.
+ **Analytical & Problem-Solving:** Skilled in interpreting data, identifying root causes, and developing practical, data-driven solutions to complex issues.
+ **Initiative & Accountability:** Highly self-motivated and proactive, with a strong sense of ownership and follow-through on tasks and process improvements.
+ **Collaboration & Teamwork:** Works effectively within global, multi-functional teams and contributes constructively to achieving shared objectives.
+ **Adaptability & Flexibility:** Maintains productivity and composure in dynamic environments with shifting priorities, while ensuring high-quality outcomes.
+ **Time & Task Management:** Manages multiple responsibilities efficiently, balancing priorities to meet deadlines and deliver consistent value.
+ **Process-Oriented Thinking:** Demonstrates attention to detail with a structured, methodical approach to process analysis, improvement, and documentation.
+ **User & Customer Focus:** Keeps partner and end-user needs central when evaluating, designing, or enhancing processes and tools.
**Equal opportunity statement**
Amgen is an Equal Opportunity employer and will consider you without regard to your race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.
We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.
**What you can expect of us**
As we work to develop treatments that take care of others, we also work to care for your professional and personal growth and well-being. From our competitive benefits to our collaborative culture, we'll support your journey every step of the way.
In addition to the base salary, Amgen offers competitive and comprehensive Total Rewards Plans that are aligned with local industry standards.
**Apply now and make a lasting impact with the Amgen team.**
**careers.amgen.com**
Sr Engineer, Problem Resolution Management
Posted 2 days ago
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Job Description
Requisition ID: 46139
Job Location(s):
Pune, IN
Employment Type: Full Time
Segment: Danfoss Power Solutions Segment
Job Function: R&D, Technology and Engineering
Work Location Type: On-site
**The Impact You'll Make**
As our **Senior Engineer, Problem Resolution Management,** you'll play a key role in ensuring robust defect, problem, risk, and change management processes that strengthen the quality and reliability of our electric mobility engineering projects
**Your impact?** By managing the end-to-end lifecycle of issues and aligning practices with ASPICE standards using tools like Polarion ALM, you will help deliver safer, higher-quality solutions to customers. Your work ensures that our engineering teams operate with clarity and efficiency, reducing risks and accelerating innovation in sustainable mobility.
**What You'll Be Doing**
+ **Lead** defect, problem, risk, and change management processes to ensure alignment with ASPICE standards and deliver efficient, traceable workflows.
+ **Support** engineering teams by managing defect tickets (RTS/Jira/Polarion), developing dashboards, and driving timely defect closure for improved quality.
+ **Collaborate** with cross-functional teams on system architecture, hardware/software integration, and risk mitigation activities to strengthen product reliability.
+ **Use your skills** in Polarion automation, testing, and problem-solving techniques (FMEA, 5 Why, FUSA, Fishbone) to improve tracking, analysis, and defect resolution.
+ **Continuously learn and share knowledge** to enhance process discipline, strengthen functional safety practices, and drive innovation in electric mobility projects.
**What We're Looking For**
+ 7-9 years of experience in the electronic design industry (Automotive, Consumer Electronics, Home Appliances, or Power Electronics) with proven expertise in system engineering, error/defect management, and QA.
+ Proficiency in ASPICE-compliant processes (SUP.9, SUP.10, MAN.5) and hands-on experience with Polarion ALM, defect lifecycle management, and related tools.
+ Strong leadership skills with the ability to manage cross-functional teams, drive process ownership, and mentor team members effectively.
+ Excellent verbal and written communication skills, with strong facilitation and moderation abilities to lead discussions and ensure stakeholder alignment.
+ Highly organized, analytical, and process-oriented mindset with a focus on problem-solving, continuous improvement, and handling multiple priorities confidently
**What You'll Get from Us**
1. We promote from within and support your learning with mentoring, training, and access to global opportunities.
2. You'll have flexibility, autonomy, and support to do your best work while maintaining a healthy work-life balance. Your well-being matters to us.
3. We strive to create an inclusive work environment where people of all backgrounds are respected, and valued for who they are.
4. You'll receive benefits like 13th salary, annual bonus, paid vacation, pension plans, personal insurance, and more. These vary by country and contract, but they're worth asking about-we think they're pretty great.
**Ready to Make a Difference?**
If this role excites you, we'd love to hear from you! Apply now to start the conversation and learn more about where your career can go with us.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or other protected category.
.
Danfoss engineers solutions that increase machine productivity, reduce emissions, lower energy consumption, and enable electrification.
Our solutions are used in such areas as refrigeration, air conditioning, heating, power conversion, motor control, industrial machinery, automotive, marine, and off- and on-highway equipment. We also provide solutions for renewable energy, such as solar and wind power, as well as district-energy infrastructure for cities.
Our innovative engineering dates back to 1933. Danfoss is family-owned, employing more than 39.000 people, serving customers in more than 100 countries through a global footprint of 95 factories.
Danfoss engineers solutions that increase machine productivity, reduce emissions, lower energy consumption, and enable electrification.
Our solutions are used in such areas as refrigeration, air conditioning, heating, power conversion, motor control, industrial machinery, automotive, marine, and off- and on-highway equipment. We also provide solutions for renewable energy, such as solar and wind power, as well as district-energy infrastructure for cities.
Our innovative engineering dates back to 1933. Danfoss is family-owned, employing more than 39.360 people, serving customers in more than 100 countries through a global footprint of 95 factories.
IT Technology Services Senior Specialist - Problem Management / Zero Outage Room- ECS Delivery
Posted 1 day ago
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Job Description
At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.
**What you'll do**
For the Delivery Center in Bangalore, India, we are looking for an IT Technology Services Senior Specialist (Problem Management) with a strong technical and process background and Service Management experience.
The Role
IT Technology Services Senior Specialist - Problem Management acts as the central driver and coordinator among teams working on Problem Management (Zero Outage Room - ZOR), Critical Incident Management - CIM and Event Management. The role is responsible to guarantee quickest possible Root Cause Analysis and remediation for major incidents. The role takes care of SAP-internal stakeholder communication by sending regular status and progress updates and liaises with other roles like ZOR Service Execution Owner, CIM Service Execution Owner, Event management Service Execution Owner, Incident Management Service Area Owner, Process Managers, Major Incident Managers, Managed Service Providers and Senior Management. The role coordinates and orchestrates continuous improvement across ZOR.
Responsibilities:
- Drive technical resolution of long running / repititive outages
- Preparation and driving of action plan to de-escalate situation related to Outages and RCAs
- Drive action plans to prevent recurring outages
- Support complex RCAs
- Exceptional RCA request approval.
- Take necessary steps to address the Global escalations.
- Drive internal initiatives or projects or reporting (Delivery KPI, review TSM feedback, GCS collaboration etc).
- Outage and RCA review
- Support leadership team with outage and RCA related info specific to customers and regions
**What you bring-**
- Validate action plans for long running outages and outages for critical / escalated customers
- Review Find & Fix guides and ensure it remains up to date
- Join bridge calls for long running and critical outages when needed
- Review RCAs for critical / escalated customers
- Facilitate ZOR and CIM lessons learnt meetings
- Supervise and prepare report creation for ZOR and CIM
- Participate in regular regional cadence
- Resolve critical incidents and RCAs
- Ensure standardization of processes followed by CIM and ZOR across regions
- Analyze customer, TSM / CDM feedback and define action plans
- Own continuous improvement framework for Availability Management and drive resolution of impediments by defining suitable countermeasures
- Presentation to senior management on incident trend, analysis and action plan
- Coordination of international teams in global projects / crisis handling / de-escalation initiatives
- The expectation is that the role does not only concentrate on Basis / application issues but can own incident resolution and RCA end-to-end and work together with other teams and functions to resolve incident and find root cause.
Experience and Educational Requirements
- SAP Basis / HANA DB expert. Specializes in ABAP, JAVA, Business object and HANA DB.
- Experience in conducting Root Cause Analysis following the 5-Why methodology.
- Experience in a Senior or position in the operational business
- Solid knowledge in IT and solution
- Experience in customer interaction
- Experience in working in a virtual set-up involving teams spread across globally
- Experience in decision making within own area of responsibility / project
- Expert level verbal and written English communication
- Experience of coordination across teams and lines of business to solve problems
- Being data driven and expert level working knowledge on SAP Analytics Cloud Reports and Cloud Reporting
- Experience with Service Now will be an added advantage
Education
Bachelor / Master Degree or equivalents in Business Administration, Computer Science, IT, Engineering or related field
Professional Training & Certification
ITIL Foundation Certification, cloud operations / hyperscaler related certification, project management certification will be added advantage
**Meet the Team**
As part of Enterprise Cloud Services (ECS), ECS Delivery (formerly HANA Enterprise Cloud Delivery) is responsible for running customer landscapes around the globe in a 24x7 operations model. We operate a variety of important and business critical SAP systems and applications embedded in an international delivery approach. We are responsible for building and operating the external customer systems for HEC.
Within ECS Delivery Technical Operations, Incident Management is a service area, with focus on improving customer experience with HANA Enterprise Cloud and ensuring at least 99.99% availability, faster turn-around time, best-in-class quality with ambitious SLAs.
For the Delivery Center in Bengaluru, India, we are looking for an IT Technology Sr. Consultant as Basis / application support expert with a strong technical background for supporting incident management in the Managed Cloud Delivery environment. Driving continuous improvement is our focus to increase operation, availability and efficiency.
**#SAPReturnshipIndiaCareers**
#SAPECSCareers
**Bring out your best**
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.
**We win with inclusion**
SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team:
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy ( . Specific conditions may apply for roles in Vocational Training.
**EOE AA M/F/Vet/Disability:**
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID: | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
IT Service Management Specialist/Associate Director, Service Management Specialist
Posted today
Job Viewed
Job Description
Brand: HSBC
Area of Interest:
Location:
Hyderabad, TG, IN,
Work style: Hybrid Worker
Date: 24 Oct 2025
Some careers shine brighter than others.
If you're looking for a career that will help you stand out, join HSBC, and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
HSBC is one of the largest banking and financial services organizations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realize their ambitions.
We are currently seeking an experienced professional to join our team in the role of Associate Director, Service Management Specialist
In this role you will:
- Maintain and oversee the IT Service Incident Response and Recovery INCM.1 Control, Operating Instructions, procedures, and supporting documentation.
- Operate processes to ensure Controls and performance are met and can be evidenced, whilst oversee key forums, materials, and MI reporting.
- Contribute towards Continuous Improvement process through data analytics, stakeholder and management feedback, and industry best practices
- Support engagements with Audit, 2LOD, GCOO, and external parties on Control or process-related reviews and queries, and drive remediation of any resulting Audit actions, Helios risks, MSIIs etc
- Respond to changing organisational needs and help ensure processes and controls remain relevant and effective.
- Build effective and supportive working relationships throughout IT Service Management and with stakeholders across various GBGIs.
To be successful in this role you should meet the following requirements:
- Experience in service management processes like Incident, Change, Problem, Service Level Management and or relevant working experience.
- Self-motivated and an enthusiastic attitude.
- Experience or knowledge of IT control framework, understanding of risk culture in a financial institution.
- The ability to deliver in a pressurised time critical environment, prioritising own and team workloads.
- Knowledge/Experience of Service Management policies, standards and processes.
- General understanding of IT software, hardware, networks and operations.
- Formal certification in Service Management (such as ITIL qualification) and/or relevant working experience.
- Excellent communication, inter-personal and negotiating skills, focusing on verbal, remote and written communications, inclusive of ability and experience in interacting with senior management.
- Excellent leadership skills and people management experience.
- Good decision making and problem-solving ability.
- Strong analytical skills to understand and use metrics to draw conclusions.
- Situational Leadership.
You'll achieve more when you join HSBC.
is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working, and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
Issued by - HSBC Software Development India
IFS Field Service Management
Posted 11 days ago
Job Viewed
Job Description
Role - IFS FSM / PSO Consultant
Experience : 4+ Years
Location : Pan India
Work Mode : Hybrid
Required Qualifications:
- Hands on experience and knowledge of IFS FSM Cloud, V10, AURENA Technology and functions
- Aware of IFS tools like Scope Tool, Click learn and other related tools
- Domain knowledge Telcom (preferrable), EPCI, Manufacturing, Retail Logistics, Services (one or more)
- Handled Solutions, functional architecture for an IFS FSM Implementation program on one or more domains listed above
- Minimum 4 years of experience in IFS FSM Implementation projects
- Minimum two e2e implementation experiences in FSM/PSO
- Should have the knowledge of all the associated IFS modules and integration steps used in the project
- Ability to drive the areas from various work streams within FSM solution
- Ability to set expectation and manage the expectations with the customer
- Ability to identify any requirements in advance and communicate to right team with proper lead time
Intrested can share cv @
Service Management/ Senior Consultant Specialist
Posted 1 day ago
Job Viewed
Job Description
Brand: HSBC
Area of Interest: Technology
Location:
Hyderabad, TG, IN,
Work style: Hybrid Worker
Date: 21 Oct 2025
Some careers shine brighter than others.
If you're looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.
We are currently seeking an experienced professional to join our team in the role of Senior Consultant Specialist.
In this role, you will:
+ New, modified or retired services meet the expectations of the business as documented in the service strategy and service design stages of the lifecycle.
+ Define, document and agree the business services offerings attributes, knowledge articles and content.
+ Identify and mitigate blockers across deliverables.
+ Be an intermediate focal point for all the escalations matters and drive for resolution & root cause analysis.
+ Proactively identify problem and resolve, make decisions based on sound, rational judgment and stakeholder needs. Provide suggestions for the improvement of existing knowledge & content management.
+ Own and analyse customer requirements, feedback & issues and look at effectively completing them. Strive to deliver outstanding customer service and drive to achieve/improve exceptional customer loyalty, satisfaction.
+ Identify services changes from cyber function and other integration Items, including their attributes and relationships for implementation and update service catalogue.
+ Team Interaction & Training and Knowledge Sharing
+ Operate as part of a global team and responsible for delivery of cyber security services.
+ Ensure adherence to the three lines of defense organisational model with clear lines of responsibility, accountability and segregation of duties.
+ Ensure compliance with internal audit and external regulators that any organisational changes are fit for purpose and meet their expectations
+ Lead & manage team of consultants, analysts & contracts to support & drive the short-term assignments.
+ Performance Management responsibility and support career development of team.
To be successful in this role, you should meet the following requirements:
- 8+ years of experience in Service Management with at least 4-5 years of experience working on Service Catalogue, Service Request, Knowledge & content management.
- Must have good exposure to Agile Scrum practices and methodology
- Strong knowledge of ITSM processes and familiarity with other ServiceNow modules
- Demonstrated experience in designing and transition process-based services
- Ability to transform Business Requirement into Business Process.
- Proven ability to lead and facilitate business/technical discussions and training sessions
- Excellent verbal, active listening and written communications skills along with demonstrated facilitation, presentation and stakeholder management skills
- Proven analytical and problem-solving skills
You'll achieve more when you join HSBC.
is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
Issued by - HSBC Software Development India
Information Technology Service Management Specialist
Posted 5 days ago
Job Viewed
Job Description
BMC is looking for a Lead System Administrator to join our amazing team!
In this role, you will be a part of a team of system administrators, responsible for providing Windows, Linux, AWS, Kubernetes, Docker & Virtualization support on VMware & Cloud technology. You will maintain and support all OS platform, Private, and public cloud deployment.
Here is how, through this exciting role, YOU will contribute to BMC's and your own success:
- Develop, configure, and maintain ITSM workflows, modules, and integrations.
- Implement automation and AI/ML-driven solutions (chatbots, predictive service management, workflow optimization) to improve service outcomes.
- Partner with stakeholders to gather requirements, design scalable solutions, and deliver enhancements.
- Ensure ITIL-aligned processes (Incident, Problem, Change, Request, Knowledge) are effectively supported and optimized.
- Provide advanced technical support for ITSM platforms, including complex troubleshooting, root cause analysis, and resolution of high-priority issues.
- Collaborate with operations teams to ensure platform reliability, performance tuning, and proactive monitoring.
- Integrate ITSM platforms with enterprise applications, monitoring tools, and cloud services.
- Mentor junior team members and contribute to development best practices.
- Stay updated on emerging ITSM, AI, and automation trends to propose innovative solutions.
To ensure you’re set up for success, you will bring the following skillset & experience:
- Bachelor’s degree in computer science, Information Systems, or equivalent experience.
- 5+ years of hands-on ITSM development experience (BMC Helix ITSM - Digital Workplace (DWP), Business Workflow).
- Proficiency in programming/scripting (Java, JavaScript, Python, SQL, REST APIs).
- Proven track record in implementing automation within ITSM platforms.
- Solid understanding of ITIL practices and enterprise IT operations.
- Experience in system integrations across ITSM and enterprise ecosystems.
- Experience providing advanced production support, including incident resolution, performance troubleshooting, and issue prevention strategies.
- Hands-on experience with BMC Helix ITSM / BMC Remedy development and administration.
- Hands-on experience with BMC Innovation Studio
- Exposure to AI/ML in ITSM (intelligent routing, NLP chatbots, predictive analytics).
- Familiarity with cloud platforms (AWS, Azure, GCP) and containerized deployments (Docker, Kubernetes).
- ITIL v3 or v4 Certification.
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Information Technology Service Management Analyst
Posted 5 days ago
Job Viewed
Job Description
Job Description:
Role : Lead Functional Analyst- ITSM
Mandatory skills : ITSM, ITAM, ServiceNow, Service Request Management, ITIL
Experience : 8-12 years
Location : Bangalore
Role Description:
We are seeking a motivated Lead Functional Analyst to join our dynamic DIOE - ESM
Applications & Processes team. This is an exciting opportunity to drive continuous
improvement within our framework, significantly impacting our operational efficiency
and user satisfaction.
About the Role
As the Lead Functional Analyst, you will be a key player in defining, maintaining, and
enhancing our processes. You will collaborate extensively with several stakeholders and
various divisions, ensuring process harmonization and alignment across the enterprise.
A significant focus of this role is to prepare for the future by exploring and implementing
cutting-edge solutions, particularly around Generative AI, within our ServiceNow
environment to further optimize our process.
Key Responsibilities
Process Ownership & Optimization
● Define the vision, strategy, and roadmap for the ITSM process in line with
PSL/Product priorities. Request management will be a primary focus process to
start with.
● Enforce policies, procedures, and standards to ensure consistent execution.
● Act as the primary point of contact and ultimate authority for all aspects of the
request management process.
● Drive process governance at Airbus Group level and worldwide (including
alignment with AH, ADS and roofs)
● Serve as the primary owner and subject matter expert for the end-to-end Request
Management process, ensuring its alignment with business objectives and ITIL
best practices.
● Continuously analyze, evaluate, and identify opportunities for improvement within
the E2E process lifecycle, focusing on efficiency, effectiveness, and user
experience.
● Design, develop, and implement process enhancements and new workflows,
ensuring seamless integration with existing IT service management processes.
● Drive efforts to reduce the overall fulfillment time and ensure requests created
are fulfilled through automated or self-service which helps in achieving proactive
process optimization.
● Ensure process documentation (e.g., policies, procedures, manuals) is current,
accurate, and readily accessible.
● Maintain the end-to-end workflow, from submission to fulfillment.
● Continuously review the process for inefficiencies, bottlenecks, and areas for
improvement, implementing changes to enhance user experience and
operational efficiency.
● Oversee the development, management, and maintenance of the Service Catalog,
ensuring it is user-friendly, accurate, and comprehensive.
● Collaborate with service owners and PSLs/domains to define and onboard new
request able services into the catalog.
Cross-Functional Collaboration & Harmonization
● Act as a central point of contact for Request management process queries and
escalations across the organization.
● Champion process harmonization initiatives, ensuring consistent application of
request management principles and practices across different organizational
silos.
● Build strong, collaborative relationships with cross-functional teams to ensure
effective communication and mutual understanding regarding request
processes.
Feature Implementation & Enhancement
● Lead the entire lifecycle of new feature implementation within the request
process, from requirements gathering and design to testing, deployment, and
post-implementation review.
● Work closely with ServiceNow administrators and developers to translate
process requirements into technical solutions within the platform.
Transversal Topics : Generative AI (GenAI) Integration & Innovation
● Research emerging GenAI capabilities and trends, specifically focusing on their
applicability within the enterprise ITSM tool (ServiceNow).
● Propose and champion innovative GenAI-driven solutions to enhance the
Request management process.
● Collaborate with innovation and development teams to prototype, test, and
implement GenAI solutions so as to enhance process efficiency.
Tool Expertise
● Possess a general functional understanding of ServiceNow's Request
Management module and related ITSM,ITAM applications.
● Work directly within ServiceNow to configure workflows, rules, and forms to
support process requirements.
● Stay current with new ServiceNow features and releases, assessing their
potential impact and benefits for request management.
We are looking for candidates with the following skills and experience:
● Educated 4-year degree level (or equivalent) in Information Technology
● > 5+ years’ experience in this role or equivalent
● Scrum / Safe methodology
● Strong work ethic, initiative, and attention to detail
● Is able to make his ideas heard. Take risks based decisions.
● Is able to Influence and impact - ability to identify key stakeholders to engage,
challenge them and get their buy in.
● Is keen to be developed and develop others.
● Embrace diversity and background of thought, and use the collective intelligence
● General knowledge of ServiceNow and its foundations
● Manage IT/Business Change & Customers Expectations & Needs
● Ability to work and communicate in a multicultural environment, spanning across
different cultures.
● Risk based approach, creative and Innovative thinking
● Strong & Excellent communication skills with the ability to synthesize complex
information and present them to different stakeholders.
● Leadership, Team Player and collaborative mind-set
● Ability to get involved in various initiatives related to processes and willing to
support organizational needs that span beyond the day-to-day activities.
● Good knowledge and experience on Service Now technology
● Follow Hybrid WoW efficiently
Measures of success and outputs
The role will be measured by the following business measures:
● Analyze and understand business technical & functional requirements
description of matching products and technologies
● Conduct in-depth discovery meetings, targeted at understanding,
capturing and identifying the complex business requirements and
operational objectives of the customer, with our recommendations on
automation/Best practices & best solutions adapted to their needs
● Develop a solid understanding of the customer's existing business and
business processes ideally end-to-end, the key drivers and measures
of success for the
● Identify areas for improvement in business processes providing
possible IT solutions compliant with our global strategy
● Supports the different IT ESM Product Manager in the Product/Service
Planning based on the customer requirements
● Define & develop the required specification documents to be reviewed
with stakeholders and Product team members
● Serve as liaison between Product Management teams and technical
resources during product
● Follow the development and implement to ensure integrity of the
solution delivered with Product’s team support.
● Continuously look for opportunities to increase/optimize efficiency of
operations.
SAP ECC Service Management Consultant
Posted 9 days ago
Job Viewed
Job Description
We're Hiring: SAP ECC Service Management Consultant
Location: Bangalore (Local candidates only)
Work Mode: Hybrid (3 days in-office)
Shift: UK Shift (2 PM 11 PM IST)
Salary: Up to 30LPA
We are looking for an experienced SAP ECC Service Management professional with 10+ years of strong hands-on experience. This is an exciting opportunity to be part of a dynamic team and work on impactful projects with global stakeholders.
Key Responsibilities:
Configure and optimize Service Orders, Service Contracts, Subscription Orders, Service Billing Plans, Confirmations, and Warranty Management
Design new service order document types: In-house Repairs, Field Service, and Claim Submissions
Set up and link Service Contracts to Service Orders for effective cost and revenue collection
Develop functional specification documents to support integration programs
Set up advanced billing and revenue recognition processes linked to service orders
Drive Salesforce-SAP integration with appropriate process mapping
Lead implementation phases and provide post-go-live support
Collaborate with cross-functional teams and deliver training sessions
Preferred Experience:
SalesforceSAP integration experience
If you're a passionate SAP SM expert looking for your next challenge, lets connect!
Send your CV:
call
Service Manager - Major Incident Management
Posted 2 days ago
Job Viewed
Job Description
**About us:**
As a Fortune 50 company with more than 400,000 team members worldwide, Target is an iconic brand and one of America's leading retailers.
Joining Target means promoting a culture of mutual care and respect and striving to make the most meaningful and positive impact. Becoming a Target team member means joining a community that values different voices and lifts each other up. Here, we believe your unique perspective is important, and you'll build relationships by being authentic and respectful.
**Overview about TII**
At Target, we have a timeless purpose and a proven strategy. And that hasn't happened by accident. Some of the best minds from different backgrounds come together at Target to redefine retail in an inclusive learning environment that values people and delivers world-class outcomes. That winning formula is especially apparent in Bengaluru, where Target in India operates as a fully integrated part of Target's global team and has more than 4,000 team members supporting the company's global strategy and operations.
You can be a part of this story by joining Target Tech on our Technology Operations Centre (TOC) team. Our goal is to monitor and respond to critical issues in order to reduce downtime and ensure prevention of future outages. As a Response Manager in the TOC, you will be responsible for driving the prevention or recovery of high impact incidents through swift identification of issues, accurate and timely communication of impact to all stakeholders, and restoration of services with teams across Target Tech and Target. You will get the opportunity to interact with multiple retail solutions and technologies - including Supply Chain, Merchandising, Stores, and Digital as well as all infrastructure components from cloud based computing to all enterprise-level network solutions.
**Primary Responsibilities**
+ Monitor and detect all major IT incidents and events.
+ Facilitate and drive recovery of outages through the mobilization of key resources (internal or external).
+ Establish and maintain communication of incident timeline and recovery progress to all critical stakeholders.
+ Coordinate and document all critical recovery steps throughout an outage.
+ Ensures proper documentation of issues to assist with post-recovery and problem management actions.
+ Participates in an agile practice by working on special projects or key assignments that drive continuous improvement and improved outcomes of key goals.
**About you:**
+ 4 year degree or equivalent experience.
+ Relevant Exp Min 4 years of Major Incident Management experience.
+ Technology experience in an incident management or Major incident response role
+ Strong facilitation skills that can navigate through complex incidents and multiple teams
+ Understanding of solving complex problems with information technology software and hardware.
+ Effective time management skills; ability to work on multiple tasks simultaneously and ability to prioritize effectively.
+ Ability to handle and perform in high-stress, high stakes situations.
+ Excellent verbal and written communication skills.
+ Proven decision-making and influencing skills
+ Broad knowledge of technology across application and infrastru ture environment.
+ Good to have prior experience in Retail
+ Collaborative team player with Positive attitude
+ Flexibility to work in rotational shifts and weekly time-off's
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**Life at Target-** ** ** **