The BMC Helix ITSM Solution Architect manages and optimizes BMC ITSM modules, delivers custom workflows, ensures compliance, and mentors junior team members.
Join our Team
About this opportunity
We are seeking a hands-on BMC Helix ITSM Architect to lead the management, support, and optimization of BMC Remedy/Helix ITSM in enterprise environments. You will own core ITSM modules, deliver workflow customizations and integrations, drive performance and upgrades, and ensure compliance with ITIL and regulatory frameworks. This role partners with cross-functional teams to align the platform with business processes and reliability goals.
What you will do• Administer and configure core modules: Incident, Problem, Change, Asset, Service Request.• Design and implement workflows, filters, escalations, SLAs, and business rules.• Configure approvals, notifications, dynamic forms, and user experiences in Smart IT and Digital Workplace (DWP).• Build and maintain integrations using REST/SOAP and middleware (e.g., AD, CMDB, monitoring/ITOM).• Lead performance tuning, capacity planning, upgrades, migrations, and patching for HA environments.• Develop custom modules and smart apps using Developer Studio and Helix Innovation Suite.• Create dashboards and reports with BMC Smart Reporting and BI tools for actionable insights.• Troubleshoot complex issues, perform RCA, and implement preventive fixes.• Ensure adherence to security, compliance, and audit requirements; collaborate with governance teams.• Produce design docs, runbooks, SOPs, and mentor junior team members.
You will bring• 8+ years in BMC Remedy/Helix ITSM administration and implementation.• Deep expertise in Developer Studio, Innovation Studio, Smart IT, and DWP.• Strong track record designing/customizing ITSM workflows and module enhancements.• Solid understanding of CMDB architecture, discovery integration, and service modeling.• Experience with REST, SOAP, and middleware integrations in enterprise ecosystems.• Proficiency in BMC Smart Reporting and other BI tools.• Strong problem-solving and RCA skills in high-availability production.• Excellent grasp of ITIL v4; experience in compliance-driven environments (e.g., SAMA, NCA ECC).
Nice-to-have:• Helix Innovation Suite Smart Apps development experience.• Familiarity with Docker/Kubernetes for on-prem/hybrid Helix.• Scripting (Python, JavaScript, Shell) for automation/integration.• Database query tuning; knowledge of BMC schemas (PostgreSQL, Oracle).• Awareness of SAMA CSF, NCA ECC, ISO 27001, COBIT.• Experience with Agile/DevOps and CI/CD (Jenkins, Git).• Familiarity with BMC Discovery, Helix ITOM, AIOps.
Preferred certifications:
• BMC Certified Professional: Helix ITSM• BMC Certified Developer: Helix Innovation Suite• BMC Certified CMDB Specialist• ITIL v4 Foundation or Managing Professional
About this opportunity
We are seeking a hands-on BMC Helix ITSM Architect to lead the management, support, and optimization of BMC Remedy/Helix ITSM in enterprise environments. You will own core ITSM modules, deliver workflow customizations and integrations, drive performance and upgrades, and ensure compliance with ITIL and regulatory frameworks. This role partners with cross-functional teams to align the platform with business processes and reliability goals.
What you will do• Administer and configure core modules: Incident, Problem, Change, Asset, Service Request.• Design and implement workflows, filters, escalations, SLAs, and business rules.• Configure approvals, notifications, dynamic forms, and user experiences in Smart IT and Digital Workplace (DWP).• Build and maintain integrations using REST/SOAP and middleware (e.g., AD, CMDB, monitoring/ITOM).• Lead performance tuning, capacity planning, upgrades, migrations, and patching for HA environments.• Develop custom modules and smart apps using Developer Studio and Helix Innovation Suite.• Create dashboards and reports with BMC Smart Reporting and BI tools for actionable insights.• Troubleshoot complex issues, perform RCA, and implement preventive fixes.• Ensure adherence to security, compliance, and audit requirements; collaborate with governance teams.• Produce design docs, runbooks, SOPs, and mentor junior team members.
You will bring• 8+ years in BMC Remedy/Helix ITSM administration and implementation.• Deep expertise in Developer Studio, Innovation Studio, Smart IT, and DWP.• Strong track record designing/customizing ITSM workflows and module enhancements.• Solid understanding of CMDB architecture, discovery integration, and service modeling.• Experience with REST, SOAP, and middleware integrations in enterprise ecosystems.• Proficiency in BMC Smart Reporting and other BI tools.• Strong problem-solving and RCA skills in high-availability production.• Excellent grasp of ITIL v4; experience in compliance-driven environments (e.g., SAMA, NCA ECC).
Nice-to-have:• Helix Innovation Suite Smart Apps development experience.• Familiarity with Docker/Kubernetes for on-prem/hybrid Helix.• Scripting (Python, JavaScript, Shell) for automation/integration.• Database query tuning; knowledge of BMC schemas (PostgreSQL, Oracle).• Awareness of SAMA CSF, NCA ECC, ISO 27001, COBIT.• Experience with Agile/DevOps and CI/CD (Jenkins, Git).• Familiarity with BMC Discovery, Helix ITOM, AIOps.
Preferred certifications:
• BMC Certified Professional: Helix ITSM• BMC Certified Developer: Helix Innovation Suite• BMC Certified CMDB Specialist• ITIL v4 Foundation or Managing Professional
Ericsson Gurugram, Haryana, IND Office
Ericsson Gurugram Hub - Ericsson India Global Services (Delhi NCR) Office
Set near the Aravalli hills, this area blends green surroundings with modern office parks. Quieter than central Gurugram but well connected, offering a calmer workday with easy access to city hubs.
Ericsson Gurugram, Haryana, IND Office
Ericsson Gurgaon Head Office - Ericsson India (Delhi NCR) Office
One of India’s biggest corporate hubs with offices, metro access, restaurants and cafés all nearby. Fast-paced, urban and well connected, ideal for professionals who want energy, convenience and strong networking.
Ericsson Noida, Uttar Pradesh, IND Office
Ericsson Noida Hub (Delhi NCR) Office
Modern commercial district with wide roads, metro connectivity and growing residential areas. Close to malls, food hubs and offices, offering a practical balance between work, commute and daily life.
Similar Jobs at Ericsson
Cloud • Information Technology • Internet of Things • Machine Learning • Software • Cybersecurity • Infrastructure as a Service (IaaS)
The Developer will engineer, deploy, and maintain Foreman-based provisioning services while managing workflows, access control, and troubleshooting issues in Ericsson environments.
Top Skills:
Active DirectoryAnsibleCobblerForemanKickstartLinuxPuppetPxeSatellite
Cloud • Information Technology • Internet of Things • Machine Learning • Software • Cybersecurity • Infrastructure as a Service (IaaS)
Lead the design and implementation of Netcool solutions, integrating multi-vendor environments, managing complex troubleshooting, and mentoring junior engineers in DevOps practices.
Top Skills:
AnsibleDb2DockerIbm Netcool SuiteJavaJenkinsKubernetesLinuxMySQLOraclePerlPostgresPythonShellUnix
Cloud • Information Technology • Internet of Things • Machine Learning • Software • Cybersecurity • Infrastructure as a Service (IaaS)
Design and manage GitOps workflows (FluxCD + GitLab), maintain Kubernetes deployments, develop Helm charts and Kustomize overlays, integrate CI/CD pipelines, automate IaC with Terraform/Helm, secure secrets management, and collaborate with SRE and platform teams to optimize deployments.
Top Skills:
AnsibleArgocdDast ToolDockerFluxcdGitGitlabGitlab Ci/CdGrafanaHelmKubernetesKustomizeLinuxLokiPrometheusSast ToolSealed SecretsShell ScriptingSopsTerraformVaultYaml
What you need to know about the Delhi Tech Scene
Delhi, India's capital city, is a place where tradition and progress co-exist. While Old Delhi is known for its rich history and bustling markets, New Delhi is defined by its modern architecture. It's clear the region places a strong emphasis on preserving its cultural heritage while embracing technological advancements, particularly in artificial intelligence, which plays a central role in shaping the city's tech landscape, fueled by investments in research and development.
