BMC Administrator

About Us:

At Tech Mahindra (Tech Mahindra | Connected World, Connected Experiences), we live the philosophy of connected world and connected experiences. We thrive on change that is powered by the intelligent symphony of technology and humans designing meaningful and sustainable experiences. Consumer experiences are driving and disrupting industries like never before. Businesses must build seamless yet simple enterprises that collaborate, synergize, and drive the change. Change that connects us all and empowers us to deliver experiences that span across the digital, the physical, the convergent, and everything in between. That's when truly connected experiences manifest.

Extraordinary is when experiences come together – a continuous convergence of digital technologies, touchpoints, and most importantly people. It's time to reimagine, reinvent, and revolutionize business models & operations as well as to transform enterprises into living, breathing, and connected businesses. We are the Digital Change makers who strive to change the way the world, communities, businesses, and humans interact digitally. We are harnessing the power of change, brought in by technologies, that makes it the most exciting time to be alive in the human history. Our universe, as we build it, disrupt it, and redesign it, is powering the digital change.

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates, and the Society to Rise. It has 150,000+ professionals working for 1000+ Global Customers (including Fortune 500 companies) in 90 Countries. We're part of the esteemed Mahindra group, headquartered in India. Under a new CEO, Tech Mahindra is committed to a transformative journey with Scale @ Speed as our guiding principle.

About the role:

JOB_ROLE: BMC/OpsRamp/Ivanti Tools Administrator

TOWER: ITOPS | SUB_TOWER: Tools | SPECIALIZATION: MF DCA

BAND_LEVEL: U3 | EXPERIENCE_GUIDELINE: Typically 2–5 years relevant experience (Engineer / Senior Analyst)

1. Role Summary

The BMC/OpsRamp/Ivanti Tools Administrator is responsible for end-to-end operational ownership and service delivery for MF DCA within the ITOPS tower. The role ensures stability, SLA adherence, compliance to ITIL processes, and continuous improvement through standardization and automation.

2. Band Expectations

• Handles BAU independently; executes standard changes; contributes to automation and continual improvement.
• Decisions within runbooks/standards; escalates architectural/design changes.

3. Scope of Responsibilities

• BAU operations: monitoring, incident/request handling, service restoration and fulfilment.
• Planned maintenance: patching/upgrades, lifecycle activities, configuration control.
• Process adherence: incident/problem/change/release and audit evidence.
• Reporting: service health, SLA/KPI dashboards, backlog and action tracking.
• Continuous improvement: automation, standardization, knowledge management and cost optimization (as applicable).

4. Key Responsibilities (Detailed)

• Administer Micro Focus DCA platform including agents/connectors, credentials, execution policies and audit logging.
• Design, build and maintain automation flows/runbooks for provisioning, patching, health checks and remediation aligned to change governance.
• Implement safeguards: approval gates, SoD, credential vaulting, version control and rollback controls.
• Monitor automation runs, analyze failures and improve runbooks to increase success rate and reduce manual effort.
• Integrate DCA with ITSM and monitoring for closed-loop automation and automated ticket updates.
• Plan upgrades, backup/restore, DR readiness and capacity scaling for the automation platform.

5. ITIL / Governance Responsibilities

• Incident: triage, escalation, communications and SLA adherence.
• Problem: trend analysis, RCA/PIR, corrective and preventive actions.
• Change/Release: risk assessment, approvals, implementation/backout plans and post-implementation review.
• Configuration: CMDB updates, documentation and verification.
• Security: access governance and compliance evidence.

6. Required Skills

• MF DCA administration
• PowerShell/Python/Bash
• REST APIs
• ITSM integration
• Git/CI-CD basics
• Credential management (PAM/Key Vault)

7. Key Deliverables

• Automation catalog/runbooks
• Integration specs & test evidence
• Automation KPI dashboard
• SOPs/knowledge articles
• RCA for failed jobs

8. KPIs / Success Measures

• Automation success rate
• Hours saved
• Job completion SLA
• Change success rate
• Reduction in repeat failures

9. Key Stakeholders / Interfaces

• Service Desk / OCC / NOC
• ITSM governance (SIAM/Service Management)
• Infra/App SMEs and platform owners
• Vendors/OEM support
• Business stakeholders (for P1/MIM/Release/CAB as applicable)

10. Shift / On-call Model

As per roster, may require 24x7 shift and/or on-call participation, including major incident bridges and planned maintenance windows.

11. Qualifications & Preferred Certifications

• Bachelor's degree in IT/Engineering or equivalent experience.
• ITIL Foundation (preferred).
• Role-specific certifications preferred (Elastic, BMC, SolarWinds, SIAM, etc.).

Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities.