Subject Matter Expert (Tools&Automation)

Job Summary

To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA and quality norms and ensure positive customer satisfaction.

TSP Automation (BAO,VRO SCO, scripting)

ESM Migration (Existing Helix workflows to Servicenow migration)

New AIOps products /solutions

Key Responsibilities

Responsibilities:

• Handle new TSP automation requests (Design and develop)

• Providing guidance and mentor ship to L2 team members as needed

• Provide escalation support for BAU operations when issues cannot be resolved by the L2 team.

• Work with ESM team to migration the TSP automation from BMC to Service Now

1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

Skill Requirements

Skills Required:

• MS Scorch (SCO), VMWARE VRO orchestration

• Powershell (Main), batch and python scripting

• Understanding of ITSM workflows and Service Now integration

• AIOps/AgenticAI

Other Requirements

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