Job Description

This Is Helix. Powered by You.
At BMC Helix, we don't do ordinary. We're the AI-native engine behind the world's most forward-thinking IT organizations, helping them focus on what matters most. What are we passionate about? We're here to reset the economics of enterprise IT and help others realize the ROI of AI.
We are a mix of curious minds, creative thinkers, and courageous builders who believe tech should change the game-not just play it. We celebrate wins, support each other, and laugh a lot.
We are the change makers. With decades of leadership and established trust in IT service and operations management, we're scaling with purpose-through organic innovation, strategic acquisitions, and relentless R&D. Our open-first Agentic AI platform empowers autonomous agents to drive real outcomes with speed, accountability, and precision.
We are laser-focused on delivering real value to our customers by accelerating innovation and the application of applying agentic AI in digital service and operations management for IT organizations around the world.
Our SaaS Ops department focuses on delivering SaaS excellence and a great SaaS experience for our customers. We continuously grow by adding and implementing the most cutting-edge technologies and investing in Innovation! Our team is a global and versatile group of professionals, so if you're looking for a place where your ideas will be heard - this is the place for you!
BMC is looking for an experienced Major Incident Manager to join our team and lead the resolution of high-impact incidents across our technology landscape. This role is critical to maintaining the reliability and resilience of our services, ensuring rapid recovery, clear communication, and continuous improvement.
Here is how, through this exciting role, YOU will contribute to BMC's and your own success:

• You will oversee the incident management protocols and processes and guide the team members regarding the same
• You will identify the root cause of an incident and work towards its prevention.
• You will understand the scale of various incidents and prioritize them, based on their urgency.
• You will log and record all events that fall under the incident manager job description
• You will liaison with upper management and stakeholders to update them about the status of impacting issues
• You will deep-dive into incident trends, and create process development systems to predict and tackle them in the future
• You will Ensure that incidents are resolved efficiently and effectively without draining the company's resources and time
• You will adhere to company and legal protocols for handling incidents while contributing in incident manager work
• You will keep track and record any incidents that arise by keeping a dedicated log and incident report in JIRA
• You should be ready to extend technical support to team members during the course of an incident
• You will Foster long-term relationships with internal and supporting team stakeholders of the company

To ensure you're set up for success, you will bring the following skillset & experience:
9+ yrs Experience.
Bachelor's degree in computer science, information technology, engineering or a related field
Prior experience working as an incident manager
Experience with cloud-based data warehousing solutions such as Amazon, OCI, Google
Proficiency in IT service management protocols, IT infrastructure and IT operations in SAAS Business * Excellent communication and collaboration skills, with the ability to interact effectively with business stakeholders at all levels of the organization.
Whilst these are nice to have, our team can help you develop in the following skills:
Experience in project management, and customer service * Expert-level knowledge of ITIL best practices
Why Work Here? Because You'll Matter.?
We're not hiring for roles-we're hiring for impact. At Helix, you'll solve hard problems, build smart solutions, and work with people who challenge and champion you. You'll see your ideas come to life-and your work make a difference.?
We believe in trust, transparency, and grit. Our culture is inclusive, flexible, and built for people who want to stretch themselves - and support others doing the same. Whether you're remote or in-office, you'll find space to show up fully and contribute meaningfully. You won't be boxed in-you'll be backed up.?
Make Your Mark At Helix?
If Helix excites you but you're unsure if you meet every qualification, apply anyway. We value diverse perspectives and believe the best ideas come from everywhere.?
EEOC Statement
Helix is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender, gender expression, gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status asa protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.?
BMC Software maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process.
At BMC we believe in pay transparency and have set the midpoint of the salary band for this role at 3,380,000 INR. Actual salaries depend on a wide range of factors that are considered in making compensation decisions, including but not limited to skill sets; experience and training, licensure, and certifications; and other business and organizational needs.
The salary listed is just one component of BMC's employee compensation package. Other rewards may include a variable plan and country specific benefits.
We are committed to ensuring that our employees are paid fairly and equitably, and that we are transparent about our compensation practices.
(Returnship@BMC)
Had a break in your career? No worries. This role is eligible for candidates who have taken a break in their career and want to re-enter the workforce. If your expertise matches the above job, visit to know more and how to apply.
Min salary
2,535,000
Why Work Here? Because You'll Matter.?
We're not hiring for roles-we're hiring for impact. At Helix, you'll solve hard problems, build smart solutions, and work with people who challenge and champion you. You'll see your ideas come to life-and your work make a difference.?
We believe in trust, transparency, and grit. Our culture is inclusive, flexible, and built for people who want to stretch themselves - and support others doing the same. Whether you're remote or in-office, you'll find space to show up fully and contribute meaningfully. You won't be boxed in-you'll be backed up.?
Make Your Mark At Helix?
If Helix excites you but you're unsure if you meet every qualification, apply anyway. We value diverse perspectives and believe the best ideas come from everywhere.?
EEOC Statement
Helix is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender, gender expression, gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status asa protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.?
Mid point salary
3,380,000
Max salary
4,225,000
Min Salary - NEW
2,535,000
Max Salary - NEW
4,225,000

Skills Required