Helix ITOM Associate Consultant - India

BMC Software; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

On-site Navi Mumbai

Job summary

BMC Helix operations team in Navi Mumbai is seeking an AMS Consultant to provide consultative ITOM services including post-implementation support for enterprise software. You will handle incidents, upgrades, patches, and integrations across Windows and Linux environments while collaborating with security, network, and application teams.

The role requires hands-on experience with BMC Helix ITOM or similar tools, plus strong scripting and analytical skills.

Qualifications

• 5+ years IT experience with 3+ years in infrastructure operations and support.
• Hands-on with enterprise ITOM tools and monitoring/automation products.
• Experience in L2/L3 support within a Managed Services or Production environment.
• Strong Windows and Linux/UNIX knowledge; virtualization and networking basics.
• Familiarity with containerized apps and cloud-native environments is a plus.

Responsibilities

• Provide L2/L3 support for IT Operations Management solutions, ensuring stability and performance.
• Administer, monitor, and troubleshoot BMC Helix ITOM and related tools.
• Handle incidents, problems, changes, and major incidents per ITIL; manage SLAs.
• Execute upgrades, patching, remediation, and maintenance activities.
• Collaborate with cross-functional teams to resolve complex issues and optimize delivery.
• Monitor health, integrations, agents, and automation jobs; develop runbooks and dashboards.
• Contribute to automation, process improvements, and customer success in managed services.
• Participate in 24x7 shift-based support and on-call rotations as required.

Skills

IT operations

L2/L3 support

Windows/Linux

Docker/Kubernetes

Scripting: PowerShell

Vulnerability mgmt

Incident mgmt

Communication skills

24x7 support

Root-cause analysis

Education

Bachelor's degree in Engineering/CS/IT

Tools

BMC Helix ITOM

Dynatrace

AppDynamics

Splunk

Datadog

SolarWinds

SCCM/MECM

Ansible

Qualys/Tenable

Intune/ManageEngine

Job description

Description and Requirements

This Is Helix. Powered by You.

At BMC Helix, we don't do ordinary. We're the AI-native engine behind the world's most forward-thinking IT organizations, helping them focus on what matters most. What are we passionate aboutWe're here to reset the economics of enterprise IT and help others realize the ROI of AI.

We are a mix of curious minds, creative thinkers, and courageous builders who believe tech should change the game-not just play it. We celebrate wins, support each other, and laugh a lot.

We are the change makers. With decades of leadership and established trust in IT service and operations management, we're scaling with purpose-through organic innovation, strategic acquisitions, and relentless RD. Our open-first Agentic AI platform empowers autonomous agents to drive real outcomes with speed, accountability, and precision.

We are laser-focused on delivering real value to our customers by accelerating innovation and the application of applying agentic AI in digital service and operations management for IT organizations around the world.

GSD (Global Services Delivery) is a global delivery organization responsible for delivering BMC Helix solutions to our customers worldwide. It provides unique opportunity to meet customers and solve their business problems by consultative approach. This group is responsible for managing the latest BMC Helix technologies and making sure customers get the maximum value from their investment.

AMS Consultant - The Application Managed Services Consultant will provide consultative operational services including technical post-implementation/go-live services for enterprise software solutions throughout for BMC Helix's worldwide customers. The Consultant must be able to multitask in a fast-paced environment since they will be working on incidents, problems, releases, patching, upgrades, and integrations simultaneously.

Here is how, through this exciting role, YOU will contribute to BMC Helix's and your own success:

• This is an on-site role at the Navi Mumbai location.
• Provide L2/L3 support for enterprise IT Operations Management solutions, ensuring platform stability, availability, and performance.
• Administer, monitor, and troubleshoot BMC Helix ITOM solutions including Monitoring, AIOps, Server Automation, Vulnerability Management, Endpoint Management, and Discovery.
• Support incident, problem, change, and major incident management activities aligned with ITIL best practices and SLA commitments.
• Execute platform upgrades, patching, vulnerability remediation, maintenance activities, and operational improvements.
• Collaborate with customer infrastructure, security, application, database, and network teams to resolve complex technical issues.
• Monitor platform health, integrations, agents, connectors, and automation jobs to ensure seamless service delivery.
• Develop operational dashboards, reports, RCA documentation, runbooks, and knowledge articles.
• Contribute to automation, process improvements, and customer success within a managed services environment.
• Participate in a 24x7 support model, including shift-based work, on-call support, and planned maintenance activities as required.

To ensure you're set up for success, you will bring the following skillset experience:

• 5+ years of overall IT experience with at least 3 years supporting infrastructure operations, monitoring, automation, patching, vulnerability remediation, endpoint management, or discovery solutions.
• Hands-on experience with BMC Helix ITOM products (preferred) or equivalent enterprise tools such as Dynatrace, AppDynamics, Splunk, Datadog, SolarWinds, ScienceLogic, SCCM/MECM, BigFix, Ansible, Qualys, Tenable, Rapid7, Intune, ManageEngine, ServiceNow Discovery, Device42, or similar technologies.
• Experience providing L2/L3 support within a Managed Services or Production Support environment.
• Strong understanding of Windows and Linux/UNIX environments, virtualization technologies, networking fundamentals, middleware, databases, and enterprise infrastructure.
• Experience troubleshooting applications and components hosted on servers and containerized environments.
• Exposure to Docker, Kubernetes, or OpenShift environments is desirable.
• Knowledge of platform administration, monitoring, upgrades, integrations, health checks, performance tuning, and capacity management.
• Understanding of vulnerability management processes, patch deployment, remediation, compliance reporting, and security best practices.
• Working knowledge of scripting and automation tools such as PowerShell, Python, Bash, or Shell scripting.
• Strong analytical, troubleshooting, problem-solving, and root-cause analysis skills.
• Excellent customer-facing communication and stakeholder management capabilities.
• Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field.
• Willingness to work in a 24x7 shift-based environment, including on-call and weekend support when required.