Senior Technology Solution Specialist

Basic Information






IND Pune - Business Bay

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Description and Requirements

From core to cloud to edge, BMC delivers the software and services that enable over 10,000 global customers, including 84% of the Forbes Global 100, to thrive in their ongoing evolution to an Autonomous Digital Enterprise.
The Major Incident Manager is responsible for providing Strong management/leadership skills to drive Major Incidents to Service restoration with a high level of expertise within Helix Cloud service. 
The Job Scope includes the ability to assess a manage critical business events coordinating and communicating with multiple stakeholders and driving to resolution and root cause analysis. 
The role requires great trouble-shooting skills across all Helix Cloud products on multiple environments, databases, and networks, to provide a timely and accurate response and resolution to our customers. 

Reporting to the Problem Management Team.

Primary Role & Responsibilities:

  • Adheres to Helix Cloud Operations process and policies.
  • You should have the ability to work and take decisions independently but also as a part of a team
  • Strong management/leadership skills to drive a Major Incident to Service restoration
  • you should be able to quickly assess the business and technical situation and enabled to make decisions
  • Adept at both verbal and written communication skills
  • Adheres to OnDemand process and policies 
  • Situational Leader of the outage bridge & ensure correct people are involved from a troubleshooting perspective
  • Ensure communications are taking place on regular intervals to internal/external stakeholders
  • Ensure Technical escalation happens at the right time  
  • Schedule/Lead Post-mortem of the MI and Problem Resolution to RCA documentation which includes preventing future occurrence
  • Continuous proactive incident analysis activities and problem creation to resolution
  • Strong debugging/troubleshooting skills
  • Mentoring as required to share expertise within the wider organization
  • Standard 5-day week, 8-hour days with the weekend on-call rota

  • BS degree in CS/EE or equivalent experience
  • Excellent written and verbal communication skills
  • Overall experience of 5-10 years in IT industry and BMC products.
  • Extensive Knowledge and understanding of BMC-Remedy Products.
  • Experience with Kubernetes-K8, Rancher, Linux with Database exposure.
  • Directory Service/LDAP, specifically Active Directory/SAML but not essential
  • Networking Experience: working knowledge of TCP/IP, SNMP, firewall, proxy, etc.
  • Exposure to the Cloud Saas Products and Digital Technologies 
Possible Requirement to work EMEA or US Shift.

It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, sex, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, protected veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.

If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.