- Kochi
- 0 - 2 Years
- Not disclosed
- software testing
- 2 Days ago
Handles end-to-end hiring for the company (especially IT roles).
We are seeking an experienced ITSM Technical Lead to drive the design, build, and scaling of IT Service Management capabilities across the organization. This role will lead the technical implementation of ITSM platforms, with flexibility to either leverage enterprise tools (ServiceNow, SysAid, BMC Helix) or build a custom ITSM solution aligned to business needs. This is a hands-on leadership role in a build environment, requiring ownership of platform architecture, workflows, integrations, CMDB design, and asset management frameworks from the ground up. Key Responsibilities 1. ITSM Platform Strategy & Build (COTS + Custom) Lead the end-to-end technical build of ITSM capabilities, including: Implementation of ServiceNow / SysAid / BMC Helix, OR Design and development of a custom-built ITSM platform. Define platform architecture, data models, workflows, and integration patterns. Evaluate build vs buy decisions and recommend the optimal approach based on scalability, cost, and business requirements. Establish development standards, environments, and release management practices. 2. Workflow Design & Automation Design and implement ITIL-aligned workflows including Incident, Problem, Change, Request, and Knowledge. Build automation for ticket routing, approvals, SLA tracking, and resolution workflows. Enable self-service portals, service catalogs, and automated fulfillment mechanisms. For custom platforms, design microservices/APIs, backend logic, and UI workflows as required. 3. CMDB & Configuration Management Implementation Design and implement CMDB architecture, including CI classes, relationships, and service hierarchies. Define data ingestion, discovery, reconciliation, and normalization strategies. Build or integrate discovery and service mapping capabilities. Ensure CMDB supports incident, change, and problem impact analysis. 4. IT Asset Management (ITAM) Implementation Implement end-to-end asset lifecycle workflows (procurement, onboarding, tracking, retirement). Align asset data with CMDB for operational and financial accuracy. Build or configure software asset management (SAM) capabilities for license tracking and compliance. Enable reporting on asset utilization, lifecycle, and cost optimization. 5. Integrations & Platform Ecosystem Design and implement integrations with: Monitoring tools (SolarWinds, SCOM, etc.) Identity systems (Active Directory, Azure AD) Cloud platforms (Azure, AWS) Endpoint and infrastructure systems For custom builds, define API frameworks, event-driven architecture, and data exchange models. 6. Reporting & Data Architecture Enable reporting and analytics capabilities for: SLA performance, MTTR Change success rates CMDB data quality Asset lifecycle metrics Integrate with Power BI or equivalent analytics tools. Ensure platform supports scalable and accurate data models for reporting. 7. Technical Leadership & Governance Act as the technical authority for ITSM platform architecture and implementation. Mentor engineers and developers across ITSM, CMDB, and ITAM domains. Define and enforce coding standards, documentation practices, and governance models. Support security, audit, and compliance requirements within the platform. 8. Continuous Improvement & Platform Evolution Drive transition from initial build to scalable, stable operations. Introduce automation, AI-driven service management, and predictive analytics. Continuously refine platform performance, usability, and process alignment.
ob Summary We are looking for a Junior AI Engineer with a strong foundation in Python, Machine Learning, and Generative AI. The ideal candidate should be eager to learn and contribute to building AI-powered applications, including NLP, data processing, and automation solutions. Key Responsibilities Assist in developing backend services using Python, Django REST Framework, or FastAPI Support the integration of Generative AI models (GPT, LLMs, Hugging Face) Work on NLP tasks, data processing, and basic ML model development Help build and maintain REST APIs for AI-driven applications Participate in data analysis, visualization, and ETL processes Collaborate with senior engineers to develop and deploy AI solutions Assist in testing, debugging, and improving model performance