Job Description

Role Purpose

The purpose of the role is to create exceptional architectural solution design and thought leadership and enable delivery teams to provide exceptional client engagement and satisfaction.
 

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Do

•    Proactively manage and track regularly, as defined by customer, issues that require product vendor (BMC) interaction including but not limited to functional issues/defects in the system & follow-up regularly for the resolution.
•    Install, Configure, Develop, Integrate, document and support new and existing BMC Helix configurations, customisations, and enhancements as per Customer requirements using SDLC best practice.
•    Be able to analyse, implement and configure BMC Helix ITSM foundation data.
•    Understand the business use of the ITSM configurations / customization and proactively recommend and investigate no solutions that will enable improvement and transformation.
•    Provide support for data / functionality related issues reported while using but not limited to BMC Helix Incident, Problem, Change, Service Level management, Service Request Management, Knowledge Management, Digital Workplace catalog, Smart IT, Atrium CMDB , Asset Management, Helix Dashboard, Helix Multi-Cloud Broker, Helix Virtual Assistant, Helix Business Workflow, BMC Discovery and CMDB and any future modules purchased by CBL for all environments.
•    Proactively manage technical relationship according to the customers business priorities with an eye to avoiding business-critical situations and maximizing the solution value
•    Provide feedback to vendor service reviews by providing overview of incidents, defects bug etc and SLA performance.
•    Understand the downstream uses and impact of ITSM Configuration in follow-on reporting and interface applications.

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Provide implementation support for BMC Helix version upgrade and patches, including confidence and sanity testing. Provide out of hours support for the deployment of production releases as per the customer defined release schedule and other customer out of hours requirements such as DR testing, patching etc. 
•    Keep updated with any BMC Update of vulnerabilities and plan accordingly any changes required by the customer, new features and functionality changes etc on the platform and make recommendations to the customer where appropriate. 
•    Provide support and guidance for licensing, regular review usage and make changes and recommendations appropriately. 
•    Periodically review, as defined by customer, approval and support groups with users and make changes where appropriate. Remove leavers/movers from approval/support groups as part of JMP activities. Highlight any forms which are owned by leavers/movers and work with platform owners to reassign. Engage with form and product owners to assist in development of Product Owners roadmap.
•    Seek approval from form owners and product owners for all changes to the platform. 
•    Host ‘preview sessions’ before releases to Helix Communities along with creation and maintenance of user guides and change summaries. 
•    Create and maintain relevant documentation such as workflows, approval matrices, foundation data, platform standards, release process, integrations, notifications customised functionality, HLD, LLD etc

Good experience of working on ITSM suite including:
  Asset Management
  Incident Management
  Problem Management
                 Change Management
  Knowledge Management
                 Service Request Management

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3.Competency Building and Branding

• Ensure completion of necessary trainings and certifications
• Develop Proof of Concepts (POCs),case studies, demos etc. for new growth areas based on market and customer research 
• Develop and present a point of view of Wipro on solution design and architect by writing white papers, blogs etc. 
• Attain market referencability and recognition through highest analyst rankings, client testimonials and partner credits 
• Be the voice of Wipro’s Thought Leadership by speaking in forums (internal and external) 
• Mentor developers, designers and Junior architects in the project for their further career development and enhancement
• Contribute to the architecture practice by conducting selection interviews etc

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4.Team Management 

• Resourcing

  • Anticipating new talent requirements as per the market/ industry trends or client requirements
  • Hire adequate and right resources for the team 
• Talent Management
  • Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
  • Build an internal talent pool and ensure their career progression within the organization
  • Manage team attrition 
  • Drive diversity in leadership positions
• Performance Management
  • Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
  • Ensure that the Performance Nxt is followed for the entire team
• Employee Satisfaction and Engagement
  • Lead and drive engagement initiatives for the team
  • Track team satisfaction scores and identify initiatives to build engagement within the team