Associate Manager Business Operations (BMC Tools L3)

Overview

Associate Manager, Business Operations (BMC Tools L3), responsible for managing, configuring and maintaining the BMC Remedy / ITSM suite, the CMDB and enterprise monitoring tools, and acting as the L3 escalation point for the toolset.

What you'll do

• Manage, configure, and maintain the BMC Remedy / ITSM suite, including Incident, Problem, Change, Work Order, Service Request Management, and Asset Management/CMDB modules.
• Build and maintain workflows, business logic, approval processes, SLA rules, and notifications within BMC ITSM.
• Maintain CMDB data accuracy, manage reconciliation rules, and ensure smooth data integration between discovery/monitoring tools and the CMDB.
• Perform regular system maintenance, apply patches and service packs, troubleshoot complex platform issues, and assist with major system upgrades.
• Design, build, deploy, and maintain automated job workflows, compliance rules, patch management routines, and vulnerability remediation scripts across server (Windows/Linux) and network environments.
• Administer, configure, and maintain enterprise monitoring platforms such as BMC Helix Operations Management / Entuity or equivalent tools.
• Integrate monitoring solutions with ITSM event management systems to enable automated incident creation, enrichment, and routing.
• Develop custom dashboards, health views, and reporting frameworks to monitor system performance, application health, and capacity trends.
• Serve as the L3 escalation point for resolving complex incidents, conducting root cause analyses (RCA), and addressing performance issues within the toolset.
• Author and maintain comprehensive technical documentation, standard operating procedures (SOPs), architecture diagrams, and runbooks.
• Identify manual operational bottlenecks and drive end-to-end automation strategies across systems and network infrastructure.

What you'll need

• Bachelor's degree in a relevant field or equivalent combination of education and experience.
• Typically 7+ years of relevant work experience in industry, with a minimum of 3 years in a similar role.
• Proven experience in infrastructure technology management.
• Proficiencies in project management and technical knowledge.
• A continuous learner who stays abreast of industry knowledge and technology.

Details

• Work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances.