Technician

Job Title : ServiceNow Analyst - Configuration Management Database (CMDB) & Discovery

Experience : 5+ Years

Location : Gurgaon (Onsite)

Type : Full-Time

Work Schedule : 5 Days Working

Job Summary :

We are looking for an experienced ServiceNow Analyst - to manage and optimize the Configuration Management Database (CMDB), Discovery, and Service Mapping processes.

The ideal candidate will have strong expertise in ServiceNow Discovery, infrastructure mapping, and backend integration.

Mandatory Skills : ServiceNow CMDB, ServiceNow Discovery & Service Mapping, ITSM processes, API integration, Infrastructure understanding (on-prem/cloud), Data governance, ITIL fundamentals, Troubleshooting, and Configuration management.

Key Responsibilities :

• Manage and maintain CMDB integrity and accuracy.
• Administer ServiceNow Discovery and Service Mapping tool.
• Design, deploy, and troubleshoot infrastructure mapping (on-prem/cloud).
• Implement data governance, audit, and reconciliation procedures
• Collaborate with cross-functional IT teams to resolve mapping/discovery issues.
• Generate reports, dashboards, and documentation for configuration management.

Required Skills :

• 5+ Years of experience in ServiceNow.
• 3+ Years in Discovery & Service Mapping.
• Strong understanding of CMDB, APIs, infrastructure components.
• ITIL Foundation certification preferred.
• Excellent communication and problem-solving skills.
• Experience working in agile and collaborative environments.

Tech Support Engineer

Job Description

Technical Support Engineer plays a crucial role in ensuring the smooth operation of technical systems, providing expert-level support to customers, and contributing to the improvement of products and services through technical expertise and leadership.

To meet the qualifications specified:

1. Educational Background: A degree in a relevant field, such as Computer Science, Information Technology, or a related discipline, is a requirement.

2. Experience: While not explicitly mandatory, experience in fields like Computer Science or IT is considered advantageous. It may provide a practical understanding of the domain that can be beneficial in this role. 3. Personal Traits: Being a natural helper and enjoying assisting people with their computer issues are essential qualities. Additionally, the ability to simplify and effectively communicate technical details to individuals with varying levels of technical knowledge is a significant advantage.

If you possess the educational qualification, experience, and the mentioned traits, it's likely you fit the criteria for this role. Demonstrating your passion for helping people with technical issues and your ability to communicate complex information in an understandable manner during the application.

Roles and Responsibilities

Technical Expertise:

Provide advanced technical support to customers and internal teams. Troubleshoot complex technical issues related to software, hardware, or network systems. Perform root cause analysis for recurring issues and implement permanent resolutions. Collaborate with development teams to escalate and resolve product issues. Maintain up-to-date knowledge of new technologies and industry trends.

Customer Support:

Act as a point of escalation for critical customer issues. Communicate effectively with customers to understand their technical concerns. Manage and prioritize support tickets and customer inquiries. Ensure timely resolution of customer issues according to service level agreements (SLAs). Provide training and guidance to junior support engineers.

Documentation and Reporting:

Document troubleshooting steps and solutions for knowledge base articles. Create and maintain technical documentation, including FAQs and user guides. Generate regular reports on support activities, issue trends, and resolution metrics.

Quality Assurance:

Conduct quality assurance testing for new software releases or patches. Validate bug fixes and ensure they meet customer requirements. Perform regression testing to identify potential issues before deployment.

Communication Skills:

Communicate technical information effectively to both technical and non-technical audiences. Provide regular updates to customers and stakeholders on issue status and resolution. Participate in customer-facing meetings and conference calls as a technical expert. Troubleshooting and Problem-Solving:

Utilize diagnostic tools and resources to analyze technical issues. Develop creative solutions to complex technical problems. Implement temporary workarounds and permanent fixes as necessary.

Compliance and Security:

Ensure compliance with data protection regulations and security best practices. Follow established protocols for handling sensitive customer information.

Required Skill Set:

MS Office, Windows Troubleshooting, ITIL, Basic Networking, Understanding on EDR, DLP Tools, Firewalls, VMware/ Citrix workspace Client setup troubleshooting, Active Directory, Basic Concepts of O365 Exchange admin, Microsoft MDM & Intune, Firewall’s, DLP, EDR, Proxy concepts, Fundamental understanding of ITSM, ITIL, or CMDB.  

Job Description 

SN 

Required Information 

Details 

1 

Role 

Service Desk Lead 

2 

Required Technical Skill Set 

Excellent Communication skills.  

Team Management,  

Process Governance,  

Reporting,  

Shift & Resource Planning 

Desired Experience Range 

4-8 Yrs. 

Location of Requirement  

Noida 

Keywords 

IT Service Desk, IT Help Desk 

Desired Competencies (Technical/Behavioral Competency) 

Primary Skills 

1.Leadership & People Management - Proven ability to lead large 

teams, manage multiple services or 24/7 services, and build a 

high-performance culture. 

2.Strong knowledge of ITIL framework and service desk 

operations. 

3.Experience in managing IT support teams (minimum 5+ years, 

with at least 2 years in a lead role). 

4.Excellent leadership, communication, and problem-solving 

skills. 

5.Familiarity with ticketing tools (e.g., ServiceNow, Remedy). 

6.Ability to handle high-pressure situations and escalations 

effectively. 

Secondary Skills 

1.Previous ITSM / Incident management or Service desk 

experience managing cases and troubleshooting incidents 

2.Strong knowledge in capacity management, resource planning, 

reporting & analytics. 

   Skills:
•  Java script

•  Service Portal Enhancements

•   CMDB

•   ITIL framework

•  ServiceNow implementation

•   Integration

•  ITSM

Description:

Responsibilities

Strategy & Planning

• The NOC Managers/ Product support Engineers' primary responsibility is to plan, organize, and manage staff and overall operations to ensure stability of customer's infrastructure.
• Provides overall expertise with all network operations functions.
• Ability to define, implement and enforce configuration management and change management policies and practices.

Acquisition & Deployment

• Handle escalations and manage support from different levels.
• Ensure adherence of operational metrics.
• Hire, develop, and retain highly responsive and customer focused engineers to ensure the effective operation of the department
• Manage tools, systems and procedures to ensure dynamic management of issues and customer management.
• Ensures all members of assigned technical teams are effective and fully utilized in order to provide high resource utilization.
• Evaluates technical skills of the team and ensures there is an appropriate level of expertise.
• Provide procedural training to staff.
• Perform performance objectives and performance reviews with all team members.

Operational Management

• The NOC Manager will include hands-on technical support work related to the overall health and maintenance of customer environments.
• This position will perform tier-2 and 3 escalation support and act as the point of contact in the NOC for all inquiries from other departments.
• The NOC Manager will manage all related partner operational expectations.
• Ensure continual process improvement within the NOC including but not limited to automation of NOC tasks and reporting, implementation of enterprise-wide monitoring initiatives, and routine administration tasks.
• Identify areas for process and efficiency improvement within the NOC; recommend prioritized enhancements and oversee implementation
• Ensure that reports are accurate and delivered on time.

Experience:

• More than 3-6 years' experience in Microsoft product build and support experience with a high availability 24x7 including:
• Expert knowledge of (SCCM) System Center configuration Manager 2012.
• MS Server 2003 / 2008 Server Admin / Virtualization - MCSE / MCITP
• VMware 410 VSphere Administrator - VCP410 Certified
• Expert knowledge of Virtualization using VMware,MCITP
• Good knowledge of Active Directory, DHCP, DNS, Clustering, Load Balancing, Anti-virus, backup procedures, Group policy, Disaster recovery
• and High availability using industry standards.
• Ability to work independently as well as in a team environment.
• Network services experience is desired.
• ITIL V3 Foundation Certification preferred

Location: Chennai

Hello,

Greetings for the day !!!

Tridat Technologies is hiring "L1 Windows Server Administrator" for one of the advanced technology solutions company catering to the needs of the Banking, Mobility, Payments and Government sectors.

Qualifications: Any graduate

Experience: 2+ yrs

Roles & Responsibilities:

• Windows /Linux OS Administration ( Certification will be added value).

• Trouble shooting knowledge

• AD knowledge.

• Cloud (AWS / Azure /GCP) knowledge ( Certification will be added value).

• Good communication skill

• Team work

• Remote management idea

• 24x7 Support

Experience in Virtualisation (Vmware & hYperv)

• Tickets and ITSM process idea.

Location: Rabale, Navi Mumbai

Working Timing: 24*7 rotational shifts

Employment Mode: Contract to hire (Full time opportunity)

Joining Period: Immediate to max 15 days

Thank You & Regards,

Shraddha Kamble

HR Recruiter

List of responsibilities:

● ServiceNow Development work

● Interaction with customers for project deliverables

● Deadlines should be met

Job requirements:

● The candidate should be L2 and above.

● ServiceNow System Administration and Development Certified is mandatory

● ITSM, Service Portal, Integration 

● ITIL Foundation Certification would be a plus or can do before joining.

● Successfully plan, execute, monitor, control, and close all technical tasks related to configuration and implementation of all

aspects of the ServiceNow platform.

● Provide software coding and customization including, but not limited to: screen tailoring, workflow administration, report

setup, data imports, integration, scripting, third party software integrations, and custom application development

● Update and maintain a comprehensive testing protocol for ServiceNow instance upgrades with the purpose of certifying all

applications for use after the upgrade completes.

● Coordinate and solve complex technical data and transformation issues.

● Obtain and analyze/interpret business requirements to propose sustainable solutions in ServiceNow.

● Answer “how to” technical and application configuration questions.

● Develop, maintain, and execute reports to ensure system operation meets performance targets.

● Create and maintain system design and operations documentation.

● Complete other duties as assigned.

Requirements:

• Installing and configuring software, hardware and networks. •Administrate infrastructure, including firewalls, databases, malware protection software and other processes

•Provide technical support for hardware/software issues and resolve help desk requests

•Monitor the system daily and respond immediately to security or usability concerns.

•Upgrade systems with new releases and models and ensuring security and efficiency of IT infrastructure.

•Constant finetuning of the OS for improving the performance of the system.

•Coordinating with OEM support teams in case of any dockets raised and ensure the issues are resolved.

•Provisioning Operational support and troubleshooting the issues related to system administration.

•Perform in 24 x 7 environment in shift roaster and attend calls whenever assigned

•Must be Red Hat certified professional.

Skills Required:

•Red Hat (Primary)

•Debian

•Ubuntu

•SUSE

Program / Senior Program Manager

Job Description

Responsibilities

• Define and develop roadmaps to deliver strategic goals
• Regularly review the annual and quarterly roadmaps and refine the scope and priorities
• Drive progress reviews with senior management and leadership
• Identify risks and develop mitigation plans
• Report plans, progress, risks regularly at different levels
• Develop release management plans, processes and drive the adoption
• Develop release calendars and release management plans to achieve the same
• Drive sprint planning, standup meetings and ensure the work being done follows the plans
• Lead the customer engagements, set up processes, tools to manage the engagements
• Lead progress reviews, discussions around new requirements and issues with customers and internal teams to ensure customer success
• Articulate customers requirements to the cross functional teams, plan to deliver them
• Organize and manage all phases of the programs to ensure on-time completion

Knowledge and Skills

• Thorough understanding of Software Development Lifecycle (SDLC)
• Experience in managing complex cross-functional large scale enterprise projects. 
• Good understanding of tools used for development, QE and Dev Ops
• Experience in setting up, configuring and driving usage of project management tools
• Experience in managing releases in both Cloud and On-Premise environments
• Demonstrated ability to partner with different functions across the organization
• Experience setting up templates and processes that are repeatable
• Passion for using data to drive reviews and decision making
• Ability to write crisp and robust stories to communicate complex issues, requirements

Education

• Bachelor’s degree in computer science from a reputed college
• PMP Certification is a plus
• ITIL Certification is a plus

Experience

• At least 2-3 years in a software development role
• At least 1-2 years in a technical lead role independently managing sub-projects / development of components
• At least 5-7 years in managing software development projects using agile methodologies
• At least 3-4 years (running in parallel to the above) managing releases to the cloud and / or on-prem environments

Total minimum experience for program manager: 12 years.

Total minimum experience for Sr. Program manager: 14 years.