Oracle | Service Manager – Incident Management | Pune | 07-03-25 | JobId: 11541

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08/03/2025

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Industry Type:
IT / Software Dev

Job Detail:

Act as first customer point of contact and observe the response SLOs
Triage customer requests and engage appropriate technical teams and experts, following the predefined processes and best practices
Capture and collect customer concerns, issues and impact
Provide customer service and incident management support, as per Service Desk delivery standards
Act as an escalation point for critical issues, following Oracle best practices
Stand as customer advocate and work in partnership with Oracle Success Managers to make sure the customers receive the right level of attention and support from Oracle resolver groups
Enable and expedite the resolution of issues reported by customers, by orchestrating and coordinating the troubleshooting progress
Follow-up on incidents until resolution and ensure their progress with Oracle engineering teams, while communicating timely status updates to customer and internal stakeholders
Use the available tools and procedures to manage and escalate incidents and to engage the appropriate technical teams in the resolution
Join conference calls with Oracle teams and/or customers, on demand, to discuss critical issues, establish action plans and share status updates on incidents
Confirm incidents closure to customer satisfaction and contribute to post-incident reviews
Ensure traceability of results by using reporting tools to accurately capture delivery
Prepare the deliverables required and send them on the agreed schedule and frequency
Ensure permanent coordination, alignment on standards and warm handover at shift end with the members of the Service Desk

Requirements

– University Degree

– English proficiency is a must (both written and spoken production)

– Customer service/support background in IT environment preferred

– Previous Incident Management / Escalation Management experience

– Previous experience with Oracle Support tools and Oracle Cloud Infrastructure represents a plus

Skills and Competencies

– Self-driven, unwavering and committed to growth

– Strong communication and persuasion skills

– Customer, process and results oriented

– Analytical and organized

– Able to maintain sustained focus and deliver prompt response to incidents

– Resourceful and creative, capable to adapt and find the best approach for any situation

– Able to work both within a multicultural team, as well as independently

– Excellent collaboration skills and team work attitude

– Demonstrate attention to details and perseverance

– Committed to delivering value and high performance

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Moody’s | AVP Mgr-Systems Engineering-Virtualization | Bengaluru | 07-03-25 | JobId: 11537

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08/03/2025

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Industry Type:
NA

Job Detail:

Location(s):

Quay Building 8th Floor, Bagmane Tech Park, Bengaluru, IN

Line Of Business: Technology Services Group(TSG)

Job Category:

Engineering & Technology

Experience Level: Experienced Hire

Skills and Competencies

Highly motivated and driven, proven track record of innovation and execution resulting in Operations excellence.
Effective people leadership, talent development and management.
Proven technical leadership in major incident recovery and mitigation of service.
Highly experienced in operations and support of hybrid infrastructure OnPrem (Dell/VmWare) and cloud services (AWS, Azure, GCP).
Experience managing Enterprise Virtualization/Storage infrastructure in production environment
- VMware vSphere, ESXi, vCenter, AND Nutanix AHV virtualization technologies
- SAN products – PowerMAX & PowerFlex
- NAS products – PowerScale & Unity
- Backup products – PowerProtect & Avamar
Working Network Knowledge – TCP/IP, Subnets, DNS etc
Working Operating Systems – Windows File Share (SMB), Linux (NFS)
Experience in PowerShell/python scripting and automation using Ansible platform
Experience of vulnerability remediation employing Qualys or other vulnerability management products
Expertise in driving incident and change ITIL processes using ServiceNow.
Ability to manage multiple priorities and respond to urgent issues effectively.
Customer focused & solutions driven
Exceptional written and verbal communication skills.

Education

Relevant certification in Operating Systems OR Network

Responsibilities

Drive innovation and execution, incorporating continuous improvement and efficient resource management, resulting in Operations excellence.
Manage Moody’s Hybrid Cloud Infrastructure Operations by leading team that spans across countries in a “follow the sun” model.
Owns and leads service recovery from major incidents and facilitates mitigation within the SLO targets.
Work collaboratively with business and technology stakeholders in achieving full ITIL process compliance, including incident, change, problem, configuration and major incident processes.
Co-ownership of global risk & control program execution to de-risk Virtualization and Storage infrastructure.
Joint responsibility of Disaster Recovery procedures and exercises with application and service management.
Contributes to technology roadmaps by partnering with Engineering and Architecture functions.
Work with PMO, business and technology in efficient resource management to deliver projects within budget and timelines. Provide inputs and operational data for effective tracking, evaluating, and reporting of projects and services.
Resolve service quality/satisfaction issues raised by downstream consumers and ensure high-priority/escalated issues are addressed in a timely manner.
Execute hiring and people strategy for the TSG organization across capability centers
Advise senior management on matters related to service quality, service development, budgets, personnel, and new opportunities.
Ensure the team understands, accepts, and supports TSG goals and objectives.
Interaction across TSG towers and other business support areas for problem escalations, resolutions, reporting and coordination.

About the team

The Technology Services Group (TSG) are seeking an experienced Technical Manager to join our global Operations team focused on enabling Infrastructure-as-a-Service (IaaS) and Platform-as-a-Service (PaaS) architectures. You will work closely with internal business partners, architects, network, cyber-security and other groups to understand project requirements and deliver scalable, reliable solutions. The successful candidate will lead the implementation of our vision for software-defined infrastructure, where automation, orchestration, and dynamic elasticity are employed to achieve high levels of service quality and time to market Service Level Objectives.

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Gartner | Sr Project Manager – IT Infrastructure | Gurugram | 07-03-25 | JobId: 11534

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08/03/2025

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Industry Type:
Consulting/ Analytics/ Insights/ Accounting/ Audit

Job Detail:

Description

About Gartner IT:

Join a world-class team of skilled engineers who build creative technology solutions to support our colleagues and clients. We make a broad organizational impact by delivering cutting-edge technology solutions that power Gartner. Gartner IT values its culture of nonstop innovation, an outcome-driven approach to success, and the notion that great ideas can come from anyone on the team.

About the role:

Gartner is looking for a well-rounded IT Sr. Project Manager to provide project/program leadership for the delivery of Technology services to Gartner Conferences. The Sr. Project Manager oversees Conference Technology delivery within the APAC region, coordinates the delivery of priority conferences, and drives readiness and execution process adoption and improvement across all service teams. This person will closely engage with Conference Business partners and provide operational transparency to senior leadership.

This role is accountable for the quality of the results, benefits realization, end user satisfaction and timely delivery, ensuring that projects are planned and executed in a manner consistent with company strategy, commitments, goals, and standards. In this role you will be required to manage and collaborate with geographically dispersed teams. The candidate should have experience running projects in an Agile environment.

What you will do:

Responsible for the oversight and management of global technology-based Project Portfolio in support of Gartner Conference Technology operations and initiatives. Accountable for fostering an environment of collaboration and high impact results.

Coordinate overall technology delivery to Gartner Conferences within the APAC region.
Conduct operational readiness routines, coordinating a team of project managers and engineers in adherence with established readiness runbooks and processes
Manage conference technology business requirements and ensure regional conference staffing levels are in line with needs
Identify, escalate and work to mitigate conference delivery risks
Engage with Conference Business leads on readiness, execution and risk topics – including incident management onsite during conferences
Partner with Technical leadership to provide executive-level and cross-team updates to stakeholders.
Hold Conference retrospectives, identifying and driving forward actions to continually improve operations
Monitor conference delivery metrics trends, analyzing root cause of issues and developing plans to improve; consistently evaluate performance through key performance indicators
Partner closely with teammates to design improvements to current-state processes based rooted in “on the ground” operational experience
Foster a positive working culture with a “one team” mindset, supporting teammates through challenges and providing leadership through change
Guide teams in their adoption of Agile methodologies and processes

What you will need:

Strong IT professional with 5+ years of experience in project and/or program management. The candidate should have strong qualitative and quantitative problem-solving skills along with high ownership and accountability.

Must have:

5-7 years of experience in working with IT Development and/or IT Infrastructure teams in a project management capacity.
Strong project leadership skillset; experience with Agile and Waterfall methodologies
Demonstrated team leadership skills – communication, collaboration, people management & influencing – experience working with matrixed teams, management & executives in a dynamic, growth environment.
Ability to work in a fast-paced environment with tight deadlines and multiple project deliverables.
Client-first mindset – ability to understand, influence and manage the expectations of clients, team members, management and external groups.

Who you are:

Graduate/Post graduate in BE/Btech, ME/MTech or MCA is preferred.
Broad picture thinker – ability to balance project execution with portfolio-level management activities
Proactive self-starter excited by solving challenges who takes end-to-end ownership of problems
Critical thinker, with ability to learn beyond formal training; strong aptitude for delivering quality products
Excellent communicator, both written and verbal, to all levels of the organization
Comfortable with change and demonstrates a no-limits mindset

Don’t meet every single requirement? We encourage you to apply anyway. You might just be the right candidate for this, or other roles.

#LI-SS9

Who are we?

At Gartner, Inc. (NYSE:IT), we guide the leaders who shape the world.

Our mission relies on expert analysis and bold ideas to deliver actionable, objective insight, helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979, we’ve grown to more than 20,000 associates globally who support ~15,000 client enterprises in ~90 countries and territories. We do important, interesting and substantive work that matters. That’s why we hire associates with the intellectual curiosity, energy and drive to want to make a difference. The bar is unapologetically high. So is the impact you can have here.

What makes Gartner a great place to work?

Our sustained success creates limitless opportunities for you to grow professionally and flourish personally. We have a vast, virtually untapped market potential ahead of us, providing you with an exciting trajectory long into the future. How far you go is driven by your passion and performance.

We hire remarkable people who collaborate and win as a team. Together, our singular, unifying goal is to deliver results for our clients.

Our teams are inclusive and composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations.

We invest in great leaders who bring out the best in you and the company, enabling us to multiply our impact and results. This is why, year after year, we are recognized worldwide as a great place to work .

What do we offer?

Gartner offers world-class benefits, highly competitive compensation and disproportionate rewards for top performers.

In our hybrid work environment, we provide the flexibility and support for you to thrive — working virtually when it’s productive to do so and getting together with colleagues in a vibrant community that is purposeful, engaging and inspiring.

Ready to grow your career with Gartner? Join us.

The policy of Gartner is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to seek to advance the principles of equal employment opportunity.

Gartner is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company’s career webpage as a result of your disability. You may request reasonable accommodations by calling Human Resources at +1 (203) 964-0096 or by sending an email to ApplicantAccommodations@gartner.com .

Job Requisition ID:98316

By submitting your information and application, you confirm that you have read and agree to the country or regional recruitment notice linked below applicable to your place of residence.

Gartner Applicant Privacy Link: https://jobs.gartner.com/applicant-privacy-policy

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Harman International | Project Manager, HW PM/PL APAC | Bengaluru | 07-03-25 | JobId: 11533

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08/03/2025

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Industry Type:
NA

Job Detail:

Location:

IN_Bangalore_Sattva Knowledge Court Bdg_HII

Job Family:

Engineering

Worker Type Reference:

Regular – Permanent

Pay Rate Type:

Salary

Career Level:

T4(A)

Job ID:

R-40263-2024

Description & Requirements

What You Will Do

Responsible support lead HWPM to deliver HW for Customer projects in high quality, in time and in cost.
Lead together with lead HWPM the cross functional teams including engineering, product validation, quality, procurement to successfully develop the product for the assigned project.
Accountable from RFQ phase to production launch with full ownership of BOM (Bill of Materials), related ED&D, related CAPEX and resource allocations to ensuring business original EBITs
Collaborate across the functional groups in a matrix organization defining project requirements, setting priorities, and establishing the project scope.
Closely working with source team to define related strategical suppliers, get sufficient market benchmarking and ensure parts, service and equipment delivery meet project profitability, project timing and requirements.
Manage cross functional dependencies, risks, and changes effectively by optimizing the scope, schedule, and resources accordingly.
Work together project team to drive technical analysis, design, development, testing, implementation, and post implementation phases.
Manage project escalation and problem resolutions covering project deliverables and maturity gate reviews.
Develop and communication plans to effectively communicate project status, issues, and risks to stakeholders.
Lead the successful implementation of projects from start-up to close-out through close working relationship with CPM (Customer Program Management) and other functional teams like HW engineering, validation, procurement, and quality.
Define and track key metrics and key quality and performance indicators and drive cross functional execution of project deliverables.
Responsible for driving HW-PL target alignment, cost improvement initiatives, and best practices synergies.

What You Need

Bachelor’s degree in Electrical engineering or equivalent
12+ years of experience leading automotive projects
Previous experience leading project team or engineering team
Experience in leading electro-mechanical system development covering thermal requirements.
Knowledge in PLM methodologies, PM processes in project execution and management.

What is Nice to Have

Masters in electrical engineering or equivalent engineering
Experience in developing Infotainment and ADAS platforms
Exposure to Hardware, RF and Thermal simulations in automotive applications
Broad intercultural experience and excellent communication skills
Certification as Project Management Professional (PMP) or similar

What Makes You Eligible

Be willing to travel up to 10%, domestic and international travel
Successfully complete a background investigation and drug screen as a condition of employment
This position requires the use of a HARMAN or customer-owned vehicle. As such, any offer of employment will be contingent upon having a clean driving record, which will be evaluated and determined in HARMAN’s sole discretion, no more than four (4) active points for moving violations (issued by any motor vehicle agency), and no references to operating a vehicle under the influence of controlled substances within the last 10 years.

Important Notice: Recruitment Scams

Please be aware that HARMAN recruiters will always communicate with you from an ‘@harman.com’ email address. We will never ask for payments, banking, credit card, personal financial information or access to your LinkedIn/email account during the screening, interview, or recruitment process. If you are asked for such information or receive communication from an email address not ending in ‘@harman.com’ about a job with HARMAN, please cease communication immediately and report the incident to us through: harmancareers@harman.com.

HARMAN is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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OSB Group | IT Service Desk Team Leader IND | Bengaluru | 07-03-25 | JobId: 11521

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08/03/2025

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Industry Type:
NA

Job Detail:

About us:
OsbIndia (OSBI) is an offshore subsidiary of OSB Group. OSBI was incorporated in 2004 as a key part of the OSB Group’s business strategy to provide operational service support. OSBI works with the Group’s trading brands in the UK, providing exceptional customer support and service delivery to new and existing customers.

OSBI also prides itself on offering operational excellence by devising and utilizing process improvements and functional efficiencies.

1. About OSB India Pvt Ltd

OSB India is an offshore subsidiary of OneSavings Bank Group plc. the UK based Challenger Bank. OSB India was incorporated in 2004 as a key part of the OneSavings Bank business strategy to provide operational service support.

OSB India works with the Bank’s trading brands in the UK, providing exceptional customer support and service delivery to new and existing customers.

OSB India also prides itself for offering operational excellence by devising and utilizing process improvements and functional efficiencies.

2. Job Purpose

The IT Service Desk Team Leader is a key leadership role responsible for overseeing the day-to-day operations of the IT Service Desk. This role involves leading and guiding the service desk team to provide exceptional IT support, ensuring the resolution of incidents and service requests, and promoting a customer-centric approach. The Team Leader will be proficient in MS Office tools and excel in Major Incident Management, demonstrating strong leadership skills to foster a high-performing and responsive service desk team.

3. Core Responsibilities

Team Management:

Lead, mentor, and guide the ServiceDesk team members to achieve service excellence.
Establish clear objectives, provide regular feedback, and conduct performance reviews, Foster a positive and productive team culture.

Incident and Request Management:

Oversee the handling of end user incidents, service requests, and escalations and Ensure incidents are logged, prioritized, and resolved within defined SLAs.
Coordinate with team members to ensure a timely and accurate response to end users’ issues.

Resource Allocation:

Assign and distribute work among team members based on skills and availability.
Manage team schedules to ensure 24/7 coverage and address peak workloads.

Technical Support:

Provide technical expertise and support for complex incidents and requests.
Collaborate with team members to troubleshoot and resolve IT issues effectively.

Reporting and Analysis:

Analyse data to identify areas for improvement and implement proactive measures.
Generate reports and analyse key performance indicators (KPIs) to assess team performance, identify trends, and recommend improvements.

ServiceNow Tool Expertise:

Demonstrate a high level of proficiency in ServiceNow, with the ability to create, automate, and maintain reports and dashboards for monitoring team performance and incident management.
Utilize ServiceNow as an administrator to manage system configurations, users, and workflows efficiently

Training and Development:

Identify training needs for team members and facilitate professional development.
Promote knowledge sharing and continuous learning within the team.
Training of new members of the team

Security and Compliance:

Ensure that team members adhere to IT security policies and practices.
Monitor and address security-related concerns and access control.

Vendor and Stakeholder Interaction:

Collaborate with vendors and external service providers to resolve technical issues.
Liaise with internal stakeholders to address IT-related requirements.

Problem Management:

Lead the analysis of recurring IT issues and implement long-term solutions for ServiceDesk tickets.
Identify trends and root causes of problems to improve service quality for ServiceDesk team.

Audit Reports:

Manage the preparation and compilation of internal and external audit reports related to IT service desk activities and processes.
Collaborate with the Risk Assurance team to address any findings and implement corrective actions as necessary.

Documentation and Knowledge Management:

Maintain accurate records of incidents, service requests, and resolutions.
Contribute to the creation and maintenance of a knowledge base, including FAQs and troubleshooting guides
Develop and maintain standard operating procedures (SOPs) to ensure consistent and efficient IT service desk operations.
Collaborate with team members to document best practices and ensure that procedures are updated as needed.

24/7 Team Support:

Ensure 24/7 availability for team members, offering support and guidance to resolve critical issues, incidents, or escalations, even outside regular working hours.
Develop and manage an on-call rotation system to provide continuous support, ensuring team members are available as needed.

Monthly Roster and On-Call Support:

Plan, organize, and prepare monthly team rosters and on-call support rotas to ensure 24/7 coverage.
Coordinate with team members to schedule shifts, breaks, and on-call assignments, taking into account individual availability and preferences.
Ability to work flexible hours and be on-call as required.

Major Incident Management:Manage lifecycle and major incidents end to end:

Lead the management and resolution of major incidents with a high degree of urgency and efficiency.
Coordinate and communicate effectively with relevant teams and stakeholders to minimize the impact of major incidents.
Document and review major incident response procedures for continuous improvement.
Assess business impact and urgency, declare Major Incident.
Initiating specific actions to either address the underlying causes of incidents or to provide workarounds, thus minimizing the impact of an incident
Communicating the status of incidents to relevant stakeholders.
Provide Single point of contact for senior management and users during a major incident.
Notify and liaise with Risk Management in the event of a Major Incident.
Decide upon involving Business during a Major Incident
Provide regular reports to both senior management and affected stakeholders using the Major Incident Report.
Ensure and conduct a post incident closure review takes place capturing pending actions required.
Support any activities involving incident management
Line manage and coach all direct reports, including all aspects of performance management, timesheet submission, development, conduct, sickness management, appraisals, employee administration and recruitment.
Ensure that you and your team fully understand and comply with the organisation’s Data Governance Policies as they relate to your area of responsibility and demonstrate in your day-to-day work that you treat data as an important corporate asset which must be protected and managed.
Ensure that you and your team fully understand and comply with the organisation’s Risk Management Policies as they relate to your area of responsibility and demonstrate in your day to day work that you put customers at the heart of everything you do.
Lead a team in the performance of a variety of tasks that are often routine on same technical stack / tower.
Managing & ensuring tickets are attended, addressed and follow-up communication is complete on a daily basis
Review of escalated, parked, forwarded tickets (to other teams including senior team) on daily basis (Automated working with MI team or through ServiceNow reporting)
Reviewing the tickets and updating the quality sheet for each member reporting to the respective lead.
Managing the scorecard and sharing the feedback and scorecard via regular one to one and tracking the feedback via the FTP.
Review, identify and propose tasks that can be automated and coordinate with the respective team to automate tasks.
Daily carry forward, weekly consolidated – Incidents & Service request
MTD / TD on above etc and Tracking escalations / reopened tickets etc.
Daily stand-up support to Team Lead / Manager (Automated working with MI team or through Service desk reporting)
Feedback – collating feedback – weekly / MTD / YTD (Automated working with MI team or through Service desk reporting)

4. Experience Requirements

6 – 8 years’ working experience on a IT service desk role.
At least 4 years specific Team Lead work related experience in a Technology Industry and IT Service Desk environment.

5. Knowledge Skill and Competency Requirements.

Essential

1. Good knowledge about computers / thin clients / virtual desktops and LAN environment is essential.

2. Strong & effective verbal and written communication skills.

1. Advanced knowledge on the office automation tools such as Word, Excel, PPT, Visio, etc.

2. ITIL V3/V4 certification is essential.

3. Proven experience in a leadership role within an IT Service Desk or similar technical support environment, Demonstrated expertise in Major Incident Management.

4. Strong communication and interpersonal skills, Excellent problem-solving abilities.

5. Customer-focused mindset, Strong organizational and time-management skills.

6. Ability to cope well under pressure.

7. Able to interact with a variety of stakeholders, display required integrity to ensure excellent service.

6. Required Qualifications/Certifications

A technical diploma or engineering degree is essential.
ITIL V3/V4 certification is essential.
Any Management training courses completed is desirable.

Why join OSBI?

We understand your career and how you progress is as unique as your individual personality. We’ve created a culture and an environment that encourages personal growth and offers our people opportunities to learn and succeed. Whether you’re in the early stages of your career or already have an established profession, we’re constantly seeking to hire talented individuals who want to make a difference and grow with us. We’re a connected company working together to create a business in which we can all take pride and prosper.

If you want to know more about OSBI, please click on the website link: www.osb-india.com

To know more about OSBI culture please find us on Instagram @OSBINDIA

To find out more about the roles & updates please follow our LinkedIn Page www.linkedin.com/company/osbi.

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Maersk | Service Management Specialist – SAP TM | Pune | 07-03-25 | JobId: 11520

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08/03/2025

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Industry Type:
NA

Job Detail:

Key Responsibilities:

Service Management: Lead service management initiatives, implementing best-in-class processes and ensuring exceptional service quality.

Reporting: Develop and present detailed service management reports for stakeholders, including system performance metrics, user adoption trends, improvement initiatives, and product roadmaps.

Process Improvement: Identify and implement innovative best practices to enhance service delivery, ensuring compliance with structured processes.

Leadership and Collaboration: Partner with Service Managers and cross-functional teams to drive strategic improvements and ensure customer satisfaction.

Incident Management:

Lead incident resolution activities, analyze trends and root causes, and escalate critical issues.

Oversee the creation and distribution of operational incident reports, particularly for high-priority incidents.

Enforce adherence to Incident Management processes and SLA timelines.

Communicate timely updates to stakeholders throughout the incident lifecycle.

Problem Management: Maintain comprehensive Root Cause Analysis (RCA) records and drive initiatives to mitigate recurring issues.

Disaster Recovery and Escalation: Oversee communication and escalation processes during Disaster Recovery, Business Continuity, and high-priority incident scenarios.

Service Improvement: Proactively identify service enhancement opportunities and training needs to elevate the overall user experience.

Maersk is going through times of unprecedented change. As we aspire to secure sustainable growth of our businesses, we need to re-think the way we engage with our customers and partners.

If you are passionate about working in an entrepreneurial and ever-changing environment, developing new products that engage and provide an enhanced customer experience – you are what we are looking for!

You’ll play a vital part in our success and in this role you will be a key driver in building our digital core SAP Transportation Management for our Inland Platform. Maersk is on multi-year program to revamp its technology and digital solutions footprint and as part of new strategy, SAP will act as the ‘digital core’ for company’s Transportation Management processes. While we are relying on varies Delivery partners in our transformation, we are investing into building our internal SAP TM capabilities.

Team/Opportunity:

Maersk is seeking two experienced and proactive Senior Service Management Analysts to join our global team supporting SAP TM (Transportation Management). The Senior Analyst will play a pivotal role in ensuring service excellence, driving process improvements, and collaborating across teams to deliver exceptional outcomes. A SAP background is mandatory, and SAP TM experience is highly preferable.

Key Responsibilities:

Service Management: Lead service management initiatives, implementing best-in-class processes and ensuring exceptional service quality.
Reporting: Develop and present detailed service management reports for stakeholders, including system performance metrics, user adoption trends, improvement initiatives, and product roadmaps.
Process Improvement: Identify and implement innovative best practices to enhance service delivery, ensuring compliance with structured processes.
Leadership and Collaboration: Partner with Service Managers and cross-functional teams to drive strategic improvements and ensure customer satisfaction.
Incident Management:
- Lead incident resolution activities, analyze trends and root causes, and escalate critical issues.
- Oversee the creation and distribution of operational incident reports, particularly for high-priority incidents.
- Enforce adherence to Incident Management processes and SLA timelines.
- Communicate timely updates to stakeholders throughout the incident lifecycle.
Problem Management: Maintain comprehensive Root Cause Analysis (RCA) records and drive initiatives to mitigate recurring issues.
Disaster Recovery and Escalation: Oversee communication and escalation processes during Disaster Recovery, Business Continuity, and high-priority incident scenarios.
Service Improvement: Proactively identify service enhancement opportunities and training needs to elevate the overall user experience.

What we are looking for:

Education: Bachelor’s degree in Information Technology, Business Administration, or a related field.
Experience:
- A minimum of 3 years in service management, incident and problem management, or a related role in a global organization.
- SAP background is mandatory, with SAP TM experience highly preferable.
Skills and Competencies:
- In-depth knowledge of ITIL processes and frameworks.
- Advanced analytical and problem-solving skills.
- Proven expertise with service management tools and platforms.
- Strong leadership and interpersonal skills, with the ability to influence and collaborate across teams and hierarchies.
- Exceptional organizational skills and attention to detail.
- Nice to Have: Proficiency in Power BI
- Language: Proficiency in English is required; additional language skills (e.g., Spanish for the Mexico position) are a plus.
- Certifications: ITIL certification is highly desirable.

What We Offer:

A challenging and rewarding role in a dynamic, inclusive, and global environment.
Opportunities for advanced professional growth and leadership development.
A chance to contribute to innovative projects and shape the future of service management.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com .

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Lighthouse Document Technologies Inc | Associate Service Desk Analyst AP | Bengaluru | 07-03-25 | JobId: 11519

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08/03/2025

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Industry Type:
IT / Software Dev

Job Detail:

What is special about Lighthouse?

Lighthouse is built on a foundation of unique, compassionate, highly driven individuals. We elevate the strengths and talents of those around us while leveraging opportunities for growth. We offer the experience of solving complex problems while continuing to grow multiple facets of your career. Lighthouse is where innovation meets support and where collaboration is the key ingredient to success. We grow together and are stronger together.

What’s unique about this role?

LHAP/Lighthouse is currently seeking Service Desk Associate to join our growing team. To be successful in this role you must be reliable, hardworking, technically savvy and a quick learner.

Service Desk Associate will assist in providing 24×7 global (US/UK/India) IT support for our hardware and software used in production, manage/deliver content and services to technology teams and other departments in the organization.

Ability to build, maintain and support workstation images, basic knowledge of Desktop Support, O365, System Engineering, End User Support, networking, LAN, WAN basics, technical activities, good communication skills

What will this person do?

Provide Tier 1 level technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Respond to queries either on remote support or over the phone.
Answer, evaluate and prioritize service requests via chat, email and in person for users. Provides regular and timely updates to customers.
Perform move/add/change tasks for desktop/laptop hardware and software systems.
Meet SLA requirements for problem resolution.
Log and track issues in our service management tools.
Build/deploy, patch and support end user desktops, laptops, mobile devices, and other related equipment.
Maintain accurate inventory of computer hardware and software assets related to the service desk function.
Maintain key performance metrics related to Tier I support functions.
Manage vendor repair and returns of defective equipment as necessary.
Learn eDiscovery applications to assist with support across the organization.
Maintain best practices on security for supported applications.
Keep manager and other team members informed of trends, delays or complications that arise during the normal course of work.
Collaborate with other IT team members as needed.
Participate in the creation and maintenance of IT standards and procedures.
Flexible working night shifts. (including weekends five days a week)
Perform other related duties as assigned.

Bring your passion and together we will shine. It would also be great if you had the following:

Candidate must be a computer graduate.
Willing to learn customer/user support in a corporate environment.
Microsoft certifications preferred
Excellent communication skills
Candidate should be aware of incident management process of ITIL.
Candidate should be flexible to work in rotation shifts.

Work Environment and Physical Demands

Duties are performed in a typical office environment while at a desk or computer table.
Duties require the ability to use a computer, communicate over the telephone, and read printed material, in a quiet and professional setting.
Duties may require being on call periodically and working outside normal working hours (evenings and weekends).

Lighthouse celebrates and thrives on diversity and is an Equal Opportunity Employer. We hire, train, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. We welcome any talents and contributions you can bring to the team and are deeply committed to growing an environment where everyone can feel safe, is respected, and can show up as themselves. Come as you are!

As required by applicable pay transparency laws, Lighthouse complies with compensation disclosure requirements for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location, or other relevant factors. The salary range for this position may be tailored to be lower or higher in different talent markets.

This role will be eligible to participate in an annual bonus or incentive program.

As a trailblazer and catalyst for change, Lighthouse rises to each opportunity to help our clients, and our people do what they do best—shine.

This position will work for and be employed by Lighthouse’s India subsidiary, which is an independent company located in India.

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Entrata | Technical Support Specialist | Pune | 07-03-25 | JobId: 11516

Admin

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08/03/2025

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Industry Type:
BPO / Call Centre – Tech Support

Job Detail:

Since its inception in 2003, driven by visionary college students transforming online rent payment, Entrata has evolved into a global leader serving property owners, managers, and residents. Honored with prestigious awards like the Utah Business Fast 50, Silicon Slopes Hall of Fame – Software Company – 2022, Women Tech Council Shatter List, our comprehensive software suite spans rent payments, insurance, leasing, maintenance, marketing, and communication tools, reshaping property management worldwide.

Our 2200+ global team members embody intelligence and adaptability, engaging actively from top executives to part-time employees. With offices across Utah, Texas, India, Israel, and the Netherlands, Entrata blends startup innovation with established stability, evident in our transparent communication values and executive town halls. Our product isn’t just desirable; it’s industry essential. At Entrata, we passionately refine living experiences, uphold collective excellence, embrace boldness and resilience, and prioritize diverse perspectives, endeavoring to craft a better world to live in.

Introduction

The Technical Support Specialist (TSS) is a frontline support specialist and provides technical assistance to our customers’ technical and non-technical staff who utilize and support our suite of property management solutions. Our solutions incorporate property accounting, purchasing, facilities, and leasing data into the industry’s most comprehensive property management software available. Our solutions utilize complex technologies and the associated issues require deep technical expertise and excellent problem-solving skills to resolve.

You will provide professional business-to-business customer service, with an awareness of the critical nature of these solutions to our customers who are using them. Using best practices in troubleshooting, communication, and problem resolution, you will ensure that any reported problems as well as issues that you anticipate are resolved in an efficient and effective manner. These interactions must leave customers feeling impressed with how smoothly concerns are addressed when they encounter problems with our software.

You will work closely with other TSSs and colleagues across the company to collaborate on behalf of the customer and will accelerate issues toward timely resolution and provide the customer with timely and complete communication along the way.

Responsibilities will include

Provide technical support and troubleshooting via telephone, ticket, and/or chat.
Develop subject matter expertise in our core technologies, and at least one other technology specialty.
Demonstrate professional, assertive, articulate, and friendly verbal and written communication in all aspects of your work while building confidence among all customers and stakeholders.
Ability to actively listen, ask relevant questions, and challenge customers appropriately.
Maintain ownership and communication responsibility for each assigned incident from initial report through resolution, even when others are engaged to achieve resolution.
Educate customers on Entrata’s software and products.
Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate the recurrence of the issue.
Champion customer issues from feedback through the delivery of a solution.
Identify, document, and report issues with software, design, reliability, and maintenance issues to the proper teams, ensuring that they are aware of and are addressing customer expectations.
Participate in team and department meetings.
Assist with special projects and other duties as assigned.

Minimum Qualifications

1+ years’ work experience in a technical support capacity supporting B2B support to Enterprise level customers.
Strong technical, analytical, and problem-solving skills for diverse issues in high-pressure, complex, multi-platform/system/vendor environments.
Ability to adapt quickly to change, think on your feet, communicate positively, and work proactively.
Excellent professional, written, and verbal communication skills with the ability to capture all details in written form fluidly during conversations. Communication is assertive, articulate, and friendly while building confidence across all stakeholders you work with.
A proven passion for providing an exceptional customer experience.
Strong attention to detail.

Preferred Qualifications

Associate’s degree or equivalent work experience.
Proven ability to utilize, create and update knowledge base resources in the course of your work.
Industry experience in property management or property management-related software.
Proven ability to utilize, create, and update knowledge base resources in the course of your work.

Members of the Entrata team aren’t just intelligent and ambitious, they’re the living embodiment of another core Value: “Excellent Alone, Better Together.” Entrata is dedicated to creating a workplace where a diverse and inclusive team thrives in an environment free from discrimination. We provide equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status, or any other applicable characteristics protected by law.

It’s a great place to work! Will you join us?

Apply Here:

OSB Group | Problem Manager IND | Hyderabad | 07-03-25 | JobId: 11513

Admin

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08/03/2025

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Industry Type:
NA

Job Detail:

About us:
OsbIndia (OSBI) is an offshore subsidiary of OSB Group. OSBI was incorporated in 2004 as a key part of the OSB Group’s business strategy to provide operational service support. OSBI works with the Group’s trading brands in the UK, providing exceptional customer support and service delivery to new and existing customers.

OSBI also prides itself on offering operational excellence by devising and utilizing process improvements and functional efficiencies.

1. Job Purpose

The purpose of the Problem Manager role will be to prevent incidents from occurring, minimising the impact of unavoidable incidents, publishing workarounds, developing the concept of known errors and utilising incident data to identify trends.

The role will be pivotal to continuing to drive improved stability and future continued improvement across OSB technologies.

2. Core Responsibilities

Oversee day-to-day process execution for the Problem Management process
Gathering data on incident trends, hardware and software failures, and resource utilisation and capacity issues. Analysing these trends to identify potential problems and/or recurring incidents. Identifying potential solutions, assessing the impact of each, and evaluating alternatives. Putting strategies and processes in place to solve problems permanently.
Identifying resolved problems as candidates for inclusion in the Known Error Database and helping the teams to develop workarounds to problems with no permanent fix.
Implement mechanisms for proactive problem management by analysing historical data to identify and eliminate potential incidents before they occur.
Responsible for improving and protecting the availability and resilience of the company’s IT infrastructure.
Developing, implementing and improving the problem management process
Integrating the process into the ITSM toolset
Schedule and chair Problem Review / Problem Board & Problem Task review meetings, delivering regular and consistent reports enabling management Information critical for decision making. Escalating issue’s to senior management when traction is not happening on tasks assigned to technicians.
Deliver a risk based problem scoring metric
Work with technicians for submitting change requests as required for eliminating known problems or problem prevention for problem resolution.
Contributing to continuous service improvement of technologies, process, people and tools.
Communication of problems to various stakeholders of varying degrees of seniority, this could include 3rd parties.
Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations.

3. Experience Requirements

Equivalent to 6-8 years of overall experience in the IT industry
Equivalent to 2+ years previous experience undertaking analytical problem solving within an IT environment is essential
Equivalent to 2+ years’ Experience working within a complex technology environment is essential
Equivalent to 2+ years’ Experience in an IT Service Management environment is essential
Minimum 2 years’ experience with Service Now ITSM tooling is essential
Equivalent to 2+ Years or more demonstrated experience in working with diverse teams across on and offshore including line and performance managed is essential.

4. Knowledge Requirements

Basic knowledge of UK mortgage and/or savings products is desirable.
Excellent knowledge of problem management principles and the processes required for supporting them is essential.
Knowledge of Service Desk and Incident Management Systems and disciplines is essential.
Excellent knowledge of IT Infrastructure technologies used in a banking domain is essential.
Detailed knowledge of the ISO 20K, 27K, 9K is desirable

5. Skill and Competency Requirements

Excellent skills in respect of documentation, strong problem solving, analytical and time management are essential
Excellent skills in analysis, communication, emotional intelligence, resilience, creativity, adaptability, attention to detail, accuracy, organisational and teamwork are essential
Expert skills in respect of stakeholder management are essential
Expert skills in respectof written and oral communication are essential
Proficiency in Microsoft Office / O365 (Word, Excel, and PowerPoint) are desirable

6. Required Qualifications/Certifications

Bachelor’s degree in Computer Science or related field is essential.
Technical IT training qualifications is beneficial
ITIL v4 Foundation certification is essential
Problem management qualification is beneficial
Quality & Process related certifications are desirable

Why join OSBI?

We understand your career and how you progress is as unique as your individual personality. We’ve created a culture and an environment that encourages personal growth and offers our people opportunities to learn and succeed. Whether you’re in the early stages of your career or already have an established profession, we’re constantly seeking to hire talented individuals who want to make a difference and grow with us. We’re a connected company working together to create a business in which we can all take pride and prosper.

If you want to know more about OSBI, please click on the website link: www.osb-india.com

To know more about OSBI culture please find us on Instagram @OSBINDIA

To find out more about the roles & updates please follow our LinkedIn Page www.linkedin.com/company/osbi.

Apply Here:

HSBC | IT Service Manager /Lead Consultant Specialist | Pune | 07-03-25 | JobId: 11511

Admin

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08/03/2025

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Industry Type:
NA

Job Detail:

Job description

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 Lead Consultant Specialist

In this role, you will:

Overseeing Lending Services consumed in the UK
Overseeing a group of ITSOs ensuring they compete their respective duties.
Ensuring permanent resolutions are prioritized and progressed for Incidents/Problems.
Overseeing the necessary Change Management process, ensuring clean, failure free change.
Working closely with the Development team as integral member of ‘Agile development’ projects.
Coordinating operation projects, such as application platform evergreening.
Ensuring DRE (Disaster Recovery Exercises) for new applications, Support Infrastructure RTB activities like yearly Role Swap exercises
Managing SSL Certificate Upgrades and Security Patches installations on PROD servers
Utilize existing HSBC tools for Information Technology Service Management.
Ensuring support matrices are up to date and effective for UK Services
Communicate effectively with exec management, providing timely status reports as required.

Requirements

To be successful in this role, you should meet the following requirements:

Have good understanding of End to End service offerings.
Lead and contribute to crisis calls, undertake impact analysis and communicate with stakeholders.
Experience of monitoring tools like Interscope Willy/App Dynamics, Splunk, BMC Patrol, HP BSM
Knowledge on cloud infrastructure, and data warehousing concepts.
Experience working with ITIL Processes, Incident, Change, Problem management processes.
Proven ability to communicate between the business and technical teams as well as analyzing, resolving and/or escalating problems.
Experience managing remediation projects is added advantage.
Reporting and communication expertise
Experience with DevOps tools – GitHub, JIRA, Confluence, Jenkins/Ansible
Good knowledge on IT Service Management workflow systems (JIRA, SNOW)
Prior experience working in Service Management/Service a DevOps environment
Demonstrable experience in ITIL Operations / Service Management
Experience of working in agile, lean and cloud environments
Strong stakeholder management, including working with external third parties
Strong Web based application development and production support / service recovery experience (preferably in banking / financial domain)
Good understanding of APM tools e.g. Splunk, AppDynamics
Able to make trusted and unbiased judgements
Excellent analytical, problem solving and decision making skills.
Strong management ability, motivating IT employees
Strong ability to communicate effectively at both technical and managerial levels
Ability to work in fast moving, highly demanding digital service environment

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

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

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