BMC Helix Infra Engineer

This role is for one of Weekday’s clients
Salary range: Rs 800000 - Rs 900000 (ie INR 8-9 LPA)
Min Experience: 3 years
JobType: full-time

We are seeking a highly skilled and motivated BMC Helix Infra Engineer with proven expertise in BMC Helix ITSM solutions and ITIL-based service management practices. The ideal candidate will have hands-on experience with incident management, change management, problem management, and service request management modules within BMC Helix. This role is critical for designing, developing, implementing, and supporting BMC Helix ITSM solutions to meet evolving business needs while ensuring system stability and reliability.

The selected candidate will work closely with cross-functional teams, including IT operations, infrastructure, and application support, to ensure seamless delivery of IT services and automation of business processes.

Key Responsibilities

• Solution Design & Development:
• Collaborate with cross-functional teams to gather business requirements and translate them into technical solutions within BMC Helix ITSM.
• Design, develop, and customize BMC Helix applications, workflows, forms, and modules to align with business processes.
• System Configuration & Administration:
• Configure and manage BMC Helix ITSM modules such as Incident Management, Change Management, Problem Management, and Service Request Management.
• Implement user roles, permissions, and access control in compliance with organizational policies.
• Ensure adherence to ITIL best practices across all ITSM processes.
• Integration & Automation:
• Implement integrations between BMC Helix ITSM and other IT systems, applications, and third-party platforms.
• Leverage automation to streamline incident handling, ticket routing, and escalation processes.
• Support monitoring and reporting tools to ensure system health and performance.
• Incident & Problem Management:
• Drive effective incident management processes to minimize downtime and service disruption.
• Support root cause analysis and ensure long-term fixes are implemented for recurring issues.
• Provide proactive system maintenance and suggest enhancements to improve reliability and efficiency.
• Documentation & Reporting:
• Develop and maintain system documentation, configuration standards, and operational procedures.
• Prepare performance reports, dashboards, and compliance documentation for management review.
• Collaboration & Support:
• Partner with IT operations, security, compliance, and vendor teams to ensure successful delivery of IT services.
• Provide L2/L3 technical support for BMC Helix-related incidents and requests.
• Train and mentor junior team members on BMC Helix ITSM modules and processes.

Required Skills & Qualifications

• Minimum 3+ years of hands-on experience with BMC Helix ITSM solutions.
• Strong knowledge of ITIL frameworks and practical experience in implementing ITIL-aligned processes.
• Expertise in Incident Management, Change Management, Problem Management, and Service Request Management.
• Experience in configuring and customizing forms, workflows, and applications in BMC Helix.
• Exposure to system integrations, APIs, and automation workflows.
• Proficiency in troubleshooting, root cause analysis, and resolving complex technical issues.
• Strong communication and collaboration skills with ability to work across teams.
• Bachelor’s degree in Computer Science, Information Technology, or related field. ITIL certification is preferred.