BMC Helix AIOps Consultant

Role Overview

The Application Managed Services Consultant is responsible for offering expert operational and post-implementation support globally for BMC Helix Operations Management (BHOM) AIOps and Observability platforms. This role aims to maintain platform stability, guarantee proactive operational excellence, ensure service availability, and drive continuous enhancement. The consultant handles incident and problem management, upgrades, patching, system integrations, and performance optimization to help clients fully leverage their BHOM AIOps monitoring investments.

Core Duties

• Deliver level 2 and 3 operational assistance for BHOM AIOps platforms within agreed service agreements.
• Manage administration, configuration, customization, and upkeep of BHOM AIOps solutions ensuring optimal platform availability and efficiency.
• Oversee BHOM AIOps functionalities including event correlation, situation management, service health tracking, topology, impact assessment, and intelligent automation.
• Configure and fine-tune AI/ML-driven features like anomaly detection, event noise filtering, predictive analytics, enrichment, and root cause determination.
• Create and update service models, business services, topological mappings, dashboards, and monitoring guidelines.
• Diagnose and resolve issues tied to platform, integrations, customizations, and performance across BHOM AIOps environments.
• Set up and handle integrations among BMC Helix solutions such as ITSM, Discovery, various cloud providers, and external monitoring systems.
• Lead or participate in collaborative teams involving BMC Helix personnel, partners, and client teams to ensure successful project results.
• Promote wide adoption of monitoring, observability, and AIOps capabilities in customer setups.
• Work closely with service owners and other stakeholders to establish key performance indicators (KPIs), service health metrics, reporting structures, and operational dashboards.
• Plan and implement upgrades, patches, migrations, and new platform feature rollouts.
• Support customer adoption of innovative tools such as HelixGPT, Intelligent Automation, and evolving Agentic Operations use cases where relevant.

Qualifications and Experience

• A bachelor's degree in Engineering, Computer Science, Information Technology, or relevant fields
• Between 7 to 12 years of experience in IT operations, managed services, enterprise monitoring, or consulting roles
• Proven expertise in BHOM AIOps tools and concepts, including event correlation, noise reduction, situation management, service health monitoring, service blueprinting, and dynamic service modeling
• In-depth knowledge of root cause analysis, anomaly detection, predictive analytics, and business service monitoring
• Experience developing monitoring policies, managing event and service impact, and performing operational analytics
• Hands-on involvement in executing platform upgrades, patch management, migrations, and lifecycle management activities
• Strong familiarity with Kubernetes, OpenShift, Docker, Linux/Unix, and Windows systems supporting Helix platforms
• Good understanding of cloud technologies, networking, databases, APIs, and enterprise application architectures
• Proven troubleshooting skills addressing issues in application, infrastructure, database, platform, and integration layers
• Experience integrating BMC Helix with third-party tools such as Splunk, Dynatrace, AppDynamics, Prometheus, and Azure Monitor
• Strong analytical thinking, troubleshooting ability, communication skills, and customer-focused consulting experience
• Preferably holding BMC Helix certifications like BCA and BCP in TSOM/BHOM; ITIL certification and understanding are also highly valued
• Exposure to emerging technologies including HelixGPT, Intelligent Automation, Digital Workplace solutions, and Agentic AI is advantageous
• Flexibility to work in shifts, including weekends and on-call rotations as needed