Goals and deliverables

ITSM Incident & Service request operational Management

Handle incidents and service requests in BMC Helix, from logging and triage to resolution and closure, following ITIL processes and SLA/OLA targets.

Diagnose issues, perform troubleshooting, apply fixes/workarounds.

Update tickets with accurate categorization, impact/urgency, actions taken, and user communications.

Monitor personal/assigned queues, follow up on pending items, and escalate time‑critical cases per procedure.

Contribute to knowledge articles and recurring-issue reduction by documenting resolutions and proposing improvements.

Development & Configuration

Design, develop, and configure solutions on the BMC Helix Platform (ITSM,

Digital Workplace, Innovation Studio)

Build and optimize business workflows, automations, and service management processes

Deliver scalable, secure, and maintainable configurations and customizations

Workflow & Process Alignment (IT Services)

Translate IT Services requirements into effective, standardized workflows





Ensure alignment with ITIL practices and internal service management frameworks

Continuously improve workflows to enhance user experience and operational efficiency

Technical Management & Oversight

Provide technical Management and supervision of junior developers

Perform code and configuration reviews, ensuring adherence to best practices

Drive knowledge sharing, coaching, and capability development within the team

GCC Operations Integration

Align development activities with GCC delivery models, standards, and governance

Collaborate with GCC Operations to ensure consistency, scalability, and global delivery alignment

Support release management, service transition, and operational readiness

Platform Governance & Expertise

Act as subject matter expert for the BMC Helix Platform

Define and enforce development standards, documentation, and governance practices

Support platform lifecycle activities (upgrades, patches, performance optimization)

📌 Lead ITSM Developer – BMC Helix Platform 1-1 (Pune)
🏢 Emagine
📍 Pune