BMC Helix Consultant
- Fusion Global Business
- 2 - 4 years
- Indore
- 7 days ago
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Job Description
Main Duties & Responsibilities:
- Assessing Incidents received into the support queue, assigning according to the assignment matrix and responding to customers within the response SLA.
- Managing incidents to resolution, ensuring that the customer is kept up to date with their actions.
- Troubleshooting BMC Helix application issues, using resources/tools such as Fusion and BMC Knowledge Base.
- Use personal judgment and initiative to develop effective and creative solutions to Customer issues.
- Cognisance of the workload of the rest of the team and proactively assisting with prioritisation and technical suggestions to ensure Incidents are dealt with in the most effective manner.
- Submitting tickets to BMC in the correct format and facilitating all calls/web meetings between BMC and the customer.
- Ensuring customer satisfaction.
- Progression of Customer escalations.
- Progression of BMC Helix escalations.
- Working on P1 issues with Service Delivery Managers offering expertise on a technical bridge.
- Medium complex changes and developments for Managed Service customers.
- Ensuring that Fusion and Customer Change and Release management processes are always followed.
- P1 /Major Incident reports to be provided for all P1 tickets assigned to the Fusion support team.
- Ensure Response and Resolution SLAs are met.
- Subject matter expert for one or more BMC Helix applications.
- Providing technical leadership and mentoring to the other technical team members.
- Provide guidance and coaching on outstanding issues.
- Providing recommendations and Best Practice information.
- Handle special projects with no degradation of ongoing assignments and responsibilities.
- Actively contribute to the Helix Service Improvement Plan (SIP) and any service transformation initiatives agreed upon with the customers, service delivery managers, or Fusion management.
Experience:
- 2+ years of experience with AR System, BMC Helix ITSM, CMDB, Digital Workplace Catalog, etc.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: ConsultingRole Category: IT ConsultingRole: Technical ConsultantEmployement Type: Full timeContact Details:
Company: Fusion Global BusinessLocation(s): Indore
Keyskills: Bmc Helix Atrium Integrator Digital Workplace AR System CMDB
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