Basic Information

Country:

India

State:

IN_Maharashtra

City:

Pune

Date Published:

30-Mar-2026

Job ID:

46517

Travel:

You may occasionally be required to travel for business

Looking for details about our benefits? You can learn more about them by clicking HERE

Description and Requirements

CareerArc Code

CA-SG

#LI-SG1

Hybrid: #LI-Hybrid

This Is Helix. Powered by You.

At BMC Helix, we don’t do ordinary. We’re the AI-native engine behind the world’s most forward-thinking IT organizations, helping them focus on what matters most. What are we passionate about? We're here to reset the economics of enterprise IT and help others realize the ROI of AI.

We are a mix of curious minds, creative thinkers, and courageous builders who believe tech should change the game—not just play it. We celebrate wins, support each other, and laugh a lot.

We are the change makers. With decades of leadership and established trust in IT service and operations management, we’re scaling with purpose—through organic innovation, strategic acquisitions, and relentless R&D. Our open-first Agentic AI platform empowers autonomous agents to drive real outcomes with speed, accountability, and precision.

We are laser-focused on delivering real value to our customers by accelerating innovation and the application of applying agentic AI in digital service and operations management for IT organizations around the world.

Our IS&T (Information Services and Technology) department provides all the required technology and operational support services to run our business here in BMC! We have over 200 servers on premises to support production, disaster recovery, databases, applications and over 1000 servers in Lab environment. IS&T is transformational not only for BMC but also for the customer experience, because we give a 360 degrees view to the customer about the products they should know, opportunities in the pipeline, and any service issues outstanding with the customer. We use cutting-edge technologies to manage BMC's infrastructure and showcase it to the customers – program is called BMC on BMC!

About the Role:

We are looking for enthusiastic and customer-focused Support Analysts to join our Unified ServiceOps Team within IT. This role combines End User Support and Command Center Operations, giving you an opportunity to learn and grow across multiple areas of IT. The ideal candidate is a quick learner with a passion for technology and problem solving. You will play an important role in delivering great support experience to internal users, helping keep business services running smoothly, and being part of a team that ensures operational stability.

This is an excellent opportunity for seasoned support engineers who want hands-on exposure to real-time IT operations and enterprise environments.

Here is how, through this exciting role, YOU will contribute to BMC's and your own success:

• Provide first- and second-level IT support via phone, email, chat, and ticketing tools.

• Troubleshoot and resolve issues related to:

Windows and macOS systems
Microsoft 365 applications (Teams, Outlook, SharePoint, OneDrive, etc.)
VPN connectivity and basic network access
Mobile device support and basic device management

• Monitor IT infrastructure and business applications as part of Command Center operations.

• Identify service disruptions, perform initial triage, and escalate to the appropriate teams.

• Support major incident situations by initiating bridge calls and sharing timely updates.

• Communicate outage or service status to users and stakeholders as guided.

• Install, configure, and support laptops, desktops, and mobile devices.

• Perform basic user administration tasks (password resets, account unlocks, access support).

• Escalate complex issues with clear and complete details.

• Maintain accurate ticket updates and resolution notes in the ITSM system.

• Monitor system alerts and health using standard monitoring tools.

• Support employee onboarding and offboarding activities from an IT perspective.

• Contribute to knowledge articles and documentation for common issues.

• Follow standard IT support processes for incident, request, and service management.

• Suggest improvements to enhance user experience and support efficiency.

• Assist in preparing service notifications and tracking critical incidents.

• Coordinate with infrastructure and application teams during major issues.

To ensure you’re set up for success, you will bring the following skillset & experience:

• 5+ years of experience in Service Desk, IT Support, or IT Operations

• Graduate in any discipline (IT-related background preferred).

• Basic knowledge of:

Windows and/or macOS
Microsoft 365 applications
VPN or remote access tools

• Understanding of basic networking concepts (DNS, DHCP, IP).

• Familiarity with ticketing or ITSM tools is an advantage.

• Good problem-solving and analytical skills.

• Strong communication and customer service mindset.

• Ability to learn quickly and work in a fast-paced environment.

• Willingness to work in shifts as part of a 24x7 operations team.

Whilst these are nice to have, our team can help you develop in the following skills:

• Exposure to IT monitoring or command center activities.

• Basic awareness of security tools (EDR/antivirus).

• Interest in automation or scripting (PowerShell, etc.).

• Basic understanding of cloud platforms (Azure/AWS).

• Familiarity with self-service portals or automation tools.

• ITIL Foundation certification (or willingness to learn).

• Exposure to enterprise tools such as BMC Helix or similar platforms

Why Work Here? Because You’ll Matter.

We’re not hiring for roles—we’re hiring for impact. At Helix, you’ll solve hard problems, build smart solutions, and work with people who challenge and champion you. You’ll see your ideas come to life—and your work make a difference.

We believe in trust, transparency, and grit. Our culture is inclusive, flexible, and built for people who want to stretch themselves - and support others doing the same. Whether you’re remote or in-office, you’ll find space to show up fully and contribute meaningfully. You won’t be boxed in—you’ll be backed up.

Make Your Mark At Helix

If Helix excites you but you're unsure if you meet every qualification, apply anyway. We value diverse perspectives and believe the best ideas come from everywhere.

EEOC Statement

Helix is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender, gender expression, gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status asa protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.

BMC Software maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process.

At BMC we believe in pay transparency and have set the midpoint of the salary band for this role at 1,725,800 INR. Actual salaries depend on a wide range of factors that are considered in making compensation decisions, including but not limited to skill sets; experience and training, licensure, and certifications; and other business and organizational needs.

The salary listed is just one component of BMC's employee compensation package. Other rewards may include a variable plan and country specific benefits.

We are committed to ensuring that our employees are paid fairly and equitably, and that we are transparent about our compensation practices.

We use AI technology to support parts of our recruitment process, but people—not algorithms—make all final hiring decisions. AI may assist with tasks like scheduling, screening for role alignment, or helping us manage large volumes of applications more efficiently. However, candidates are reviewed by a member of our recruitment team, and interviews and hiring decisions are always made by people. We’re committed to ensuring that technology enhances fairness, efficiency, and the candidate experience—never replaces genuine human judgment.

(Returnship@BMC)

Had a break in your career? No worries. This role is eligible for candidates who have taken a break in their career and want to re-enter the workforce. If your expertise matches the above job, visit to https://bmcrecruit.avature.net/returnship know more and how to apply.