Senior Manager

Key Responsibilities:
1.    SaaS Platform Administration & Configuration
o    Manage the daily administration of BMC Helix ITSM in a SaaS environment.
o    Optimize and configure ITSM modules (Incident, Change, Problem, Knowledge, Asset).
o    Ensure the stability, scalability, and high availability of the platform.
2.    Implementation & Customization
o    Customize workflows, business rules, and forms using Helix Innovation Studio.
o    Develop custom applications and microservices within the Helix platform.
o    Ensure tenant-specific configurations align with SaaS best practices.
3.    Chatbot Integration and Automation
o    Integrate and manage BMC Helix Virtual Agent for ticketing automation and self-service.
o    Design and implement chatbot workflows (incident creation, password resets, etc.).
o    Develop NLP (Natural Language Processing)-based conversational workflows for improved user experiences.
o    Continuously monitor chatbot performance, refine workflows, and enhance accuracy.
o    Enhance use cases as per the business requirements. 
4.    Integration Management
o    Develop and manage integrations between BMC Helix ITSM and third-party SaaS solutions (e.g., Jira, ServiceNow, Salesforce).
o    Work with REST/SOAP APIs to ensure seamless integration.
o    Collaborate with cloud providers (AWS, Azure, GCP) for cloud-based service integration.
o    Under continuous improvement, implement various other integrations which will help the accuracy of the information and mature the processes. 
5.    CMDB and Asset Discovery (Cloud)
o    Implement BMC Helix Discovery for asset discovery across cloud and on-premise environments.
o    Maintain and automate Configuration Item (CI) updates, ensuring accurate CMDB data.
o    Monitor multi-cloud environments to ensure comprehensive asset visibility.
6.    Incident, Problem, and Change Management
o    Oversee and optimize automated workflows for incident and change management.
o    Develop auto-remediation scripts for proactive issue resolution.
o    Ensure change management practices adhere to SaaS operational standards.
7.    Request Management
o    Implement and manage Request Management processes to automate the fulfillment of service requests.
o    Design and optimize request workflows for service catalog items, user access requests, and hardware/software requests.
o    Ensure seamless integration with other ITSM processes (e.g., Incident, Change) for efficient request handling.
o    Monitor and report on request fulfillment metrics, ensuring timely and accurate service delivery.
8.    Security, Compliance, and Governance
o    Enforce RBAC (Role-Based Access Control) and manage user access with SSO/LDAP integration.
o    Ensure ITSM processes align with security and compliance frameworks (ISO 27001, SOC 2, ITIL).
o    Conduct regular audits for vulnerabilities and risks.
9.    SLA/OLA Management and Reporting
o    Define, track, and manage SLAs and OLAs for both internal and external users.
o    Utilize BMC Helix Dashboards and Smart Reporting for performance insights.
o    Automate SLA breach notifications and tracking.
10.    Monitoring and Performance Optimization
o    Regularly monitor SaaS platform performance, uptime, and usage metrics.
o    Identify and recommend strategies for optimizing performance.
o    Work closely with BMC support for incident resolution and patch management.
11.    Release and Patch Management
o    Oversee smooth deployment of patches and updates.
o    Manage environment cloning, backup, and restoration.
o    Ensure testing and validation are done post-upgrade for business continuity.
12.    Technical Leadership and Mentoring
o    Lead teams in delivering ITSM solutions and services.
o    Provide mentoring and technical guidance to junior administrators.
o    Foster collaboration between service desk teams and development units.

Qualifications:

• Bachelor's/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).
• Minimum 7-9 years of experience in ITSM administration and management, with at least 2 years of experience in chatbot/virtual agent integration within a SaaS environment.
• Desired qualification banking domain experience.