Job description 

In one sentence

Team Lead BMC remedy L3 Support _ Gurgoan

BMC ITSM, ARS 9.1 - 20.x, BMC Remedy Helix , Atrium CMDB , ITSM, SRM, SLA, Smart IT, DWP, Email Engine, Knowledge of Remedy Adapters, SSO and different

Responsible for providing outstanding technical support to a global customer base. Retains ownership for the resolution of technical problems, including debugging, simulations, locating bugs, tool and script development for problem diagnosis, fixing and reproduction within the parameters of contractual Service Level Agreements (SLAs). On this position, you will be part of post-production team, attending customer's incidents, defects, change requests, RCAs of issues, and automation of possible workarounds.

What will your job look like?

BMC Remedy Team Lead L3 5-10 Yrs Support _ Gurgaon

​​​​​BMC ITSM, ARS 9.1 - 20.x, BMC Remedy Helix , Atrium CMDB , ITSM, SRM, SLA, Smart IT, DWP, Email Engine, Knowledge of Remedy Adapters, SSO and different

• You will provide engineering expertise to tackle, modify and engineer software solutions and configurations to ensure the product/solution performs within efficient design specifications.
• Investigate, debugs and reproduces issues, provides fixes and workarounds and verifies changes to ensure continued operability of the software solution.
• Demonstrate continuous improvements and increased efficiency to the software or business processes by using Software Engineering tools, innovative techniques and the reuse of existing solutions.
• Contribute to meeting the SLAs and critical metrics as applicable for the account and unit - for example, responsiveness, resolution, software quality SLAs, etc.
• Internal/external customer's interface to improve the understanding of customer problems, and verifies that an appropriate resolution has been applied.

All you need is...

• Bachelor's degree in Science/IT/Computing or equivalent
• 6+ years of proven experience in a software engineering role
• 1-2 years of experience in leading tasks and/or mentoring engineers
• Thorough understanding of software development and/or support methodologies, principles and procedures and related software management tools