Description
CareerArc Code CA-PC Hybrid: #LI-Hybrid This Is Helix. Powered by You.
At BMC Helix, we don't do ordinary. We're the AI-native engine behind the world's most forward-thinking IT organizations, helping them focus on what matters most. What are we passionate about? We're here to reset the economics of enterprise IT and help others realize the ROI of AI.
We are a mix of curious minds, creative thinkers, and courageous builders who believe tech should change the game—not just play it. We celebrate wins, support each other, and laugh a lot.
We are the change makers. With decades of leadership and established trust in IT service and operations management, we're scaling with purpose—through organic innovation, strategic acquisitions, and relentless R&D. Our open-first Agentic AI platform empowers autonomous agents to drive real outcomes with speed, accountability, and precision.
We are laser-focused on delivering real value to our customers by accelerating innovation and the application of applying agentic AI in digital service and operations management for IT organizations around the world. Our SaaS Ops department focuses on delivering SaaS excellence and a great SaaS experience for our customers. We continuously grow by adding and implementing the most cutting-edge technologies and investing in Innovation! Our team is a global and versatile group of professionals, so if you're looking for a place where your ideas will be heard – this is the place for you! We are seeking an experienced professional to support global data centre operations, ensuring high availability, service continuity, and operational excellence across application and infrastructure environments. This role operates in a 24x7, highly visible environment, requiring strong troubleshooting skills, clear communication, and close collaboration with cross‑functional teams to drive reliable outcomes.
Here is how, through this exciting role, you will contribute to BMC Helix's and your own success:
- Provide 24x7 network, application, and infrastructure operations support, managing incidents raised via monitoring systems or customer-reported issues and ensuring timely resolution.
- Act as a first-level escalation point, collaborating closely with second-line support, Major Incident Management (MIM), and SRE teams to drive coordinated resolution.
- Support both proactive and reactive operational objectives, including outage management, impact assessment, and participation in key operational decision-making activities.
- Identify recurring incidents, analyse trends, and contribute to root cause analysis and long-term process improvements to reduce operational noise.
- Review, create, and enhance operational documentation, including runbooks, standard operating procedures, outage call summaries, and knowledge repositories.
- Communicate incident status, risks, and resolutions clearly to technical teams and business stakeholders, actively participating in major incident bridge calls.
- Identify opportunities for automation and operational efficiency, partnering with engineering teams to propose and implement solutions.
- Contribute to operational excellence by supporting data collection, quality assurance practices, and continuous process refinement.
- Advanced troubleshooting across enterprise-grade data centre and cloud technologies.
- Cross-functional collaboration in a globally distributed operational environment.
- Exposure to modern cloud-native, virtualisation, and containerised platforms.
- Enhanced incident leadership, stakeholder communication, and operational decision-making skills.
- Process improvement techniques, automation ideation, and operational documentation best practices.
- Opportunity to work in a high-impact, high-visibility global operations environment.
- Hands-on exposure to advanced application platforms, cloud technologies, and modern infrastructure stacks.
- A collaborative culture with opportunities to grow into senior operations or network management roles.
- The ability to directly influence stability improvements, operational maturity, and automation initiatives.
- Bachelor's degree in Information Technology, Electrical Engineering, or a related technical discipline.
- 2 to 4+ years of experience supporting large-scale data center or enterprise environments with hands-on incident management responsibilities.
- Strong analytical and troubleshooting skills, with the ability to work independently in high-pressure, 24x7 operational settings.
- Hands-on experience with Docker, Kubernetes, VMware, and virtualized infrastructure environments.
- Solid understanding of ITIL processes, incident management, and service operations best practices.
- Working knowledge of public and private cloud platforms such as Azure, GCP, or OCI.
- Basic understanding of Agile methodologies and DevOps ways of working, with a mindset for continuous improvement.
Why Work Here? Because You'll Matter.
We're not hiring for roles—we're hiring for impact. At Helix, you'll solve hard problems, build smart solutions, and work with people who challenge and champion you. You'll see your ideas come to life—and your work make a difference.
We believe in trust, transparency, and grit. Our culture is inclusive, flexible, and built for people who want to stretch themselves - and support others doing the same. Whether you're remote or in-office, you'll find space to show up fully and contribute meaningfully. You won't be boxed in—you'll be backed up.
Make Your Mark At Helix
If Helix excites you but you're unsure if you meet every qualification, apply anyway. We value diverse perspectives and believe the best ideas come from everywhere.
EEOC Statement
Helix is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender, gender expression, gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status asa protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.
BMC Software maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process.At BMC we believe in pay transparency and have set the midpoint of the salary band for this role at 929,500 INR. Actual salaries depend on a wide range of factors that are considered in making compensation decisions, including but not limited to skill sets; experience and training, licensure, and certifications; and other business and organizational needs.
The salary listed is just one component of BMC's employee compensation package. Other rewards may include a variable plan and country specific benefits.
We are committed to ensuring that our employees are paid fairly and equitably, and that we are transparent about our compensation practices.
(Returnship@BMC)
Had a break in your career? No worries. This role is eligible for candidates who have taken a break in their career and want to re-enter the workforce. If your expertise matches the above job, visit to https://bmcrecruit.avature.net/returnship know more and how to apply.
Min salary 697,125 Mid point salary 929,500 Max salary 1,161,875 Min Salary - NEW 697,125 Max Salary - NEW 1,161,875recruiter_code
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