Technical Lead – BMC Helix/Remedy ITSM (Telecom)

About the role

Tech Mahindra is seeking a senior Technical Lead to design, develop and deliver BMC Helix/Remedy ITSM solutions for Tier‑1 and Tier‑2 telecom service providers. The role focuses on leveraging out‑of‑the‑box Helix capabilities while providing custom extensions where required, ensuring scalability, performance and alignment with enterprise architecture.

Key responsibilities

• Architect and implement BMC Helix / BMC Remedy modules including Incident, Problem, Change, Request, Knowledge, CMDB and Discovery.
• Design CMDB architecture, service models, data governance and integration with OSS/BSS systems.
• Develop solutions using Helix Innovation Studio, codeless applications, custom objects and data models.
• Lead the team in adhering to technical standards, development guidelines and approved Helix patterns.
• Debug and resolve issues across SIT, UAT and Production environments using AR System logs, API traces and platform diagnostics.
• Create automation utilities and deployment tools to improve delivery efficiency.
• Collaborate with business analysts, solution architects and telecom technology teams to ensure alignment with business requirements and enterprise strategy.
• Support cloud deployments of BMC Helix on AWS/Azure and ensure compliance with SaaS security frameworks.

Required profile

• 10+ years of IT experience in the telecom domain covering multiple SDLC phases.
• 5+ years of hands‑on experience with BMC Helix / BMC Remedy ITSM solutions.
• Proven experience as a BMC Helix Technical Lead or Solution Architect for telecom service providers.
• Strong background in CMDB architecture, service modeling and integration with OSS/BSS.
• Experience working in Agile/Scrum environments.

Required skills

• BMC Helix
• BMC Remedy
• ITSM (Incident, Problem, Change, Request, Knowledge)
• CMDB design and governance
• BMC Helix ITOM (Event Management, Discovery, Integration Service)
• Helix Innovation Studio
• BMC AR System
• REST and SOAP integrations
• Webhooks
• AWS and Azure cloud platforms
• Agile/Scrum methodology