Technology Lead

Job Description

We are seeking an experienced Technology Lead with strong expertise in BMC Remedy ITSM Development and Support. The ideal candidate should have hands-on experience in Remedy customization, workflow development, integrations, and ITSM processes while supporting mission-critical telecom environments.

Key Responsibilities

• Develop, customize, and maintain BMC Remedy ITSM applications.
• Configure and support Incident, Problem, Change, Asset, and CMDB modules.
• Design and develop Remedy Forms, Active Links, Filters, Filter Guides, and Escalations.
• Customize Incident and Change Management workflows.
• Configure email templates, notifications, and approval workflows.
• Design and implement end-to-end workflow automation, including ticket routing, SLA tracking, and approval processes.
• Develop and support integrations between BMC Remedy and external systems using REST APIs and Web Services.
• Integrate Remedy with OSS/BSS platforms, ServiceNow, and monitoring tools.
• Implement event-driven integrations for automatic ticket creation from monitoring alerts.
• Provide L2/L3 production support, incident resolution, and root cause analysis.
• Participate in ITIL Incident, Problem, and Change Management activities.
• Prepare technical documentation and support 24×7 on-call operations as required.

Required Skills

• 5–7 years of experience with BMC Remedy ITSM.
• Strong knowledge of Incident, Problem, Change, Asset Management, and CMDB.
• Hands-on experience with:
• Remedy Forms
• Active Links
• Filters & Filter Guides
• Escalations
• Workflow customization
• Email templates & notifications
• Experience designing workflow automation, including ticket routing, SLA management, and approval flows.
• Experience integrating BMC Remedy with external applications using REST APIs and Web Services.
• Experience with ITIL processes and enterprise application support.
• Strong analytical, troubleshooting, and communication skills.