About the Role :

We are seeking a highly skilled Lead Engineer - BMC Helix to own our Tier 3 Helix engineering ecosystem. In this role, you will lead advanced troubleshooting, execute platform upgrades, design complex workflow configurations, and build seamless integrations (SSO, APIs, monitoring, and CMDB data pipelines). You will act as the technical anchor for problem management, driving root cause elimination and operational excellence.

Mandatory Technical Skills :

- BMC Helix ITSM & Smart IT PWA (Progressive Web Apps)

- BMC Helix CMDB (Architecture, Governance, Reconciliation & Normalization)

- Digital Workplace (DWP) Service Catalogue (Workflow & Catalog Engineering)

Key Responsibilities :

1. Advanced Incident & Problem Management (L3 Engineering) :

- Debug highly complex platform issues including data corruption, performance degradation, failed reconciliation jobs, and integration failures.

- Provide deep Root Cause Analysis (RCA) and implement permanent technical fixes.

- Coach and mentor L1/L2 teams, enforce runbooks/KB standards, and drive operational excellence.

2. CMDB Architecture & Governance :

- Define and maintain enterprise CMDB governance standards, dataset strategies, and CI lifecycle controls.

- Customize data models and design robust reconciliation and normalization rules.

- Ensure maximum data integrity and accuracy across all Configuration Item (CI) pipelines.

3. Workflow Engineering & Digital Workplace (DWP) Automation :

- Build and optimize complex DWP service catalog entries and automated workflows (approvals, notifications, automation steps).

- Implement REST/API concepts to create seamless connections with identity management (SSO) and ITOM/monitoring systems.

- Leverage Smart IT Progressive Web Apps (PWA) to deliver highly responsive, mobile-friendly service management layouts for agents.

4. Upgrades, Patches & Integrations :

- Plan and execute end-to-end Helix platform upgrades and patches.

- Formulate regression strategies, rollback planning, and validate production readiness.

- Coordinate cross-team architectural changes for identity/SSO and CMDB feeds.

Desired Candidate Profile :

- Experience : 8-10 years of core experience in BMC Helix engineering and architecture.

- Shift Flexibility : Must be fully willing and comfortable working fixed evening shifts (5 : 00 PM to 2 : 00 AM IST, Monday to Friday).

- Communication : Exceptional verbal and written communication skills to collaborate with global stakeholders.

- Problem Solving : Strong analytical mindset with a proven track record of handling high-priority Tier 3 production issues.