To manage the team of ITSM Tool specialist in managing the ITSM tool (remedy,bmc helix), business requirement on the ITSM tools, service improvement of the ITSM tools, maintenance and support (patching/upgrade) of the ITSM tools, ITSM tools administration, day to day management and fulfilling incident, problem, change request for the ITSM tools requirement in the project.

Core Technical Tasks:

Leadership & Resource Management

• Lead the ITSM tool team in supporting ITSM tool services.

• Manage resource availability, capacity, and capability to deliver ITSM tool services.

• Oversee team skilling and certification on ITSM tools to maintain expertise and readiness.

Technical Implementation & Support

• Collaborate with project teams to define and deliver technical requirements for ITSM tools.

• Implement new services and drive service improvements within the ITSM tool environment.

• Ensure ITSM tools are operational in production and upgraded to the latest versions.

• Perform maintenance of the Remedy/Helix production environment, including patching, security updates, and upgrades.

Solution Design & Advisory

• Translate business requirements into technical solutions with a customer-centric perspective.

• Advise stakeholders on options, risks, and impacts of business processes and technical solutions on the Remedy/Helix platform.

• Propose high-level designs and technical solutions for BMC Remedy/Helix ITSM implementations.

• Support proof-of-concept activities for customer engagements.

Operations & Change Management

• Prepare project documentation as required.

• Execute change requests and implementations on the Remedy/Helix production environment.

• Perform troubleshooting and issue resolution for Remedy/Helix-related problems.

• Conduct capacity management to ensure the Remedy/Helix environment remains stable and performant.

Security & Compliance:

• Compliance to Lenovo security and policies

Documentation & Reporting:

• Ensure documentation is up-to-date and accessible for team reference.

• Prepare daily, weekly, monthly, and ad-hoc reports for management review.

People Leadership (Include Only for Senior / Lead Roles)

Advanced Skills:

• People management of a team of ITSM Tool Specialist

Certifications: BMC Remedy/Helix

Required Qualifications

Education: Diploma/ Degree holder in Computer Engineering/Information Technology or related disciplines.

Years of Experience: >3 year

Technical Stack: Experience in BMC Remedy/Helix

Core Competencies: Well-spoken in English

Advanced Skills: Added Advantage

• Solid project experience in deploying, configuring, and integrating BMC Remedy ITSM 7.x, 8.x and/or 9.x, Helix ITSM 22.x, 25.x, 26.x

• Strong ITIL Framework concepts, ITIL certifications are highly preferred

• Excellent written and verbal communication skill in English

• Customer -oriented

• Good leadership, analytical, inter-personal and problem solving skills

• Positive attitude, fast-learning, energetic, able to perform in challenging environment

Certifications: BMC Remedy/Helix

Industry Experience: BMC Remedy/Helix tools

Schedule: 9x5 on call standby

ITSM Tool Lead