Senior Manager - Technology\..Technology Operations - Technology Service Management

Key Responsibilities:

1.    SaaS Platform Administration & Configuration

o    Manage the daily administration of BMC Helix ITSM in a SaaS environment.

o    Optimize and configure ITSM modules (Incident, Change, Problem, Knowledge, Asset).

o    Ensure the stability, scalability, and high availability of the platform.

2.    Implementation & Customization

o    Customize workflows, business rules, and forms using Helix Innovation Studio.

o    Develop custom applications and microservices within the Helix platform.

o    Ensure tenant-specific configurations align with SaaS best practices.

3.    Chatbot Integration and Automation

o    Integrate and manage BMC Helix Virtual Agent for ticketing automation and self-service.

o    Design and implement chatbot workflows (incident creation, password resets, etc.).

o    Develop NLP (Natural Language Processing)-based conversational workflows for improved user experiences.

o    Continuously monitor chatbot performance, refine workflows, and enhance accuracy.

o    Enhance use cases as per the business requirements. 

4.    Integration Management

o    Develop and manage integrations between BMC Helix ITSM and third-party SaaS solutions (e.g., Jira, ServiceNow, Salesforce).

o    Work with REST/SOAP APIs to ensure seamless integration.

o    Collaborate with cloud providers (AWS, Azure, GCP) for cloud-based service integration.

o    Under continuous improvement, implement various other integrations which will help the accuracy of the information and mature the processes. 

5.    CMDB and Asset Discovery (Cloud)

o    Implement BMC Helix Discovery for asset discovery across cloud and on-premise environments.

o    Maintain and automate Configuration Item (CI) updates, ensuring accurate CMDB data.

o    Monitor multi-cloud environments to ensure comprehensive asset visibility.

6.    Incident, Problem, and Change Management

o    Oversee and optimize automated workflows for incident and change management.

o    Develop auto-remediation scripts for proactive issue resolution.

o    Ensure change management practices adhere to SaaS operational standards.

7.    Request Management

o    Implement and manage Request Management processes to automate the fulfillment of service requests.

o    Design and optimize request workflows for service catalog items, user access requests, and hardware/software requests.

o    Ensure seamless integration with other ITSM processes (e.g., Incident, Change) for efficient request handling.

o    Monitor and report on request fulfillment metrics, ensuring timely and accurate service delivery.

8.    Security, Compliance, and Governance

o    Enforce RBAC (Role-Based Access Control) and manage user access with SSO/LDAP integration.

o    Ensure ITSM processes align with security and compliance frameworks (ISO 27001, SOC 2, ITIL).

o    Conduct regular audits for vulnerabilities and risks.

9.    SLA/OLA Management and Reporting

o    Define, track, and manage SLAs and OLAs for both internal and external users.

o    Utilize BMC Helix Dashboards and Smart Reporting for performance insights.

o    Automate SLA breach notifications and tracking.

10.    Monitoring and Performance Optimization

o    Regularly monitor SaaS platform performance, uptime, and usage metrics.

o    Identify and recommend strategies for optimizing performance.

o    Work closely with BMC support for incident resolution and patch management.

11.    Release and Patch Management

o    Oversee smooth deployment of patches and updates.

o    Manage environment cloning, backup, and restoration.

o    Ensure testing and validation are done post-upgrade for business continuity.

12.    Technical Leadership and Mentoring

o    Lead teams in delivering ITSM solutions and services.

o    Provide mentoring and technical guidance to junior administrators.

o    Foster collaboration between service desk teams and development units.

Qualifications:

• Bachelor's/Master’s degree in Computer Science, IT, or a related field.
• ITIL v4 Certification (preferred).
• BMC Certified Professional in Helix ITSM and Virtual Agent (preferred).
• Minimum 7-9 years of experience in ITSM administration and management, with at least 2 years of experience in chatbot/virtual agent integration within a SaaS environment.
• Desired qualification banking domain experience.

The leading financial institution in MENA While more than half a century old, we proudly think like a challenger, startup, and innovator in banking and finance, powered by a diverse and dynamic team who put customers first. Together, we pioneer key innovations and developments in banking and financial services. Our mandate? To help customers find their way to Rise Every Day, partnering with them through the highs and lows to help them reach their goals and unlock their unique vision of success. Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value.  We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.