Job Description

Roles & Responsibilities

Nair Systems is currently looking BMC Helix ITSM Operational Support & Customization Engineer our Qatar operations

QUALIFICATIONS, EXPERIENCE

Required Qualifications:

• Degree in Computer Science, Information Systems, or equivalent practical experience.

• ITIL v4 Foundation (desirable).

• BMC Helix / Remedy certifications (advantageous).

KEY COMPETENCIES

• Strong analytical and problem-solving ability

• Attention to detail and commitment to quality

• Ability to work independently and as part of a wider service management team

• Clear communication skills with both technical and non-technical stakeholders

• Strong documentation and change discipline

Operational Support

Provide 2nd / 3rd line support for BMC Helix ITSM, including Incident, Problem, Change, Asset, CMDB, Request Fulfilment, and Knowledge Management.

Diagnose and resolve application defects, performance issues, data inconsistencies, and user access issues.

Analyse logs, workflows, integration points, and system behaviour to identify root causes.

Track and manage severity-1 / critical tickets and ensure timely resolution with minimal business impact.

Monitor system health, logs, integrations, and scheduled jobs to ensure platform availability and reliability.

Support platform upgrades, patches, hotfixes, and security updates in line with ITIL Change Management processes.

Desired Candidate Profile

experience. CMDB & Asset Management Support and enhance CMDB design, data models, reconciliation rules, and discovery integrations. Ensure data quality, compliance with CSDM (where applicable), and alignment to service models. Troubleshoot discovery, federation, and data Continuous Improvement & Governance