Alternative Channel System Support - Kuwait - Diyar United Company

Job Desc:

BMC Helix ITSM

Administer and support all ITSM modules in use: Incident, Problem, Change, Service Request, Knowledge, Release, and SLM.
Manage workflows, approval chains, assignment rules, notifications, and escalation policies.
Create, modify, and retire service catalog items and request definitions
Maintain foundation data: support groups, people records, roles, permissions, categorizations (Tier 1/2/3), and operational categorizations.
Configure and tune SLAs, OLAs, and business hours per service tier.
Build and maintain dashboards, Smart Reporting reports, and KPIs for IT management.

CMDB Management

Administer the data model, classes, attributes, relationships.
Define and enforce CI lifecycle, naming standards, and data ownership rules.
Manage reconciliation jobs, normalization rules, and identification rules to maintain a single trusted source of truth.
Monitor and report on CMDB health metrics: completeness, correctness, compliance, and CI relationship accuracy.
Manage data feeds from Discovery and other monitoring tools

BMC Helix Discovery

Administer Discovery appliances/pods, scanner credentials, and scan schedules.
Configure and maintain scan ranges, credential vaults, and discovery patterns
Maintain and tune the CMDB Sync mapping between Discovery and CMDB.
Investigate and resolve discovery gaps, credential failures, and unrecognized software.

Incident, Problem & Change Support (Application Support Layer)

Act as L2 application support for the Helix platform itself (not the business incidents inside it).
Triage and resolve platform incidents within agreed SLAs.
Conduct Root Cause Analysis (RCA) for major platform incidents.
Submit and execute Changes through Burgan Bank’s CAB process.
Participate in DR drills and ensure Helix is part of the bank’s BCP/DR plan.

Job Details