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Specialist - Software Engineering
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Role description
API Service Lead
Job Description
Location Offshore Role Role Summary The API Partnership Channel Service Lead will own ServiceNow ticket management incident triage SLA tracking reporting and issue resolution for APIdriven partner channel services This role will build the support and ITIL operating structure from the ground up bringing discipline ownership and visibility to ticket intake prioritization escalation dependency tracking and closure Key Responsibilities Own and manage ServiceNow SNOW tickets for incidents defects service requests and operational issues Establish a structured support model for intake triage prioritization assignment escalation resolution and closure Track tickets against SLAs and drive timely followup and escalation Build visibility into total tickets active resolution tickets aging tickets SLA risks dependencyowned tickets and closedreopened trends Triage API Java integration partner transaction and downstream dependency issues Separate operational noise from true businesscritical or partnerimpacting incidents Collaborate closely with Product Engineering Architecture QA Operations Vendors and dependency teams to resolve issues Act as the central coordination point for incidents escalations and partnerimpacting service issues Identify recurring issues rootcause patterns process gaps and monitoring gaps Feed recurring issues into Product and Engineering backlog discussions Create runbooks SOPs escalation paths triage playbooks and support documentation Support future AIbased triaging automation for ticket classification routing prioritization and resolution recommendations Required Skills Strong ServiceNow SNOW ticket queue SLA and reporting experience Good understanding of ITIL processes incident problem change request and escalation management Ability to create structure in an immature or fragmented support environment Strong triage and prioritization skills Strong understanding of APIs interfaces integrations data flows and partner connectivity Good understanding of Javabased applications and services Ability to analyze logs API errors transaction failures and recurring issue patterns Strong coordination skills across Product Engineering Operations Vendors and dependency teams Strong ownership communication documentation and followthrough Preferred Skills Experience supporting API platforms partner integrations B2BB2B2C platforms or digital channels Familiarity with REST APIs JSON HTTP status codes authentication API gateways monitoring and logging tools Travel mobility rental ecommerce or digital distribution experience is a plus Understanding of OTAs NDC partner channels and travel distribution is preferred Exposure to AIbased service management AIOps or automated ticket triage is a plus ITIL certification preferred Success Measures Clear support model established and adopted Tickets are triaged prioritized assigned tracked and closed within SLA Stakeholders have visibility into ticket volume aging SLA risks and dependency status Noise is reduced and true priority issues are identified faster Issues are resolved through strong collaboration with Product Engineering and dependency teams Recurring issues are identified and fed into problem management or backlog prioritization Team is prepared for future AIbased triaging automation
Skills
Mandatory Skills : JSON
Good to Have Skills : ServiceNow ITSM
Other details
Actual compensation within the range will be dependent upon the individual''s skills, experience, performance and internal equity.
Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree ("LTIM"):
Benefits and Perks:
The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.
Disclaimer: The compensation and benefits information provided herein is accurate as of the date of this posting.
LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.
Benefits
Compensation range: $ 100,000.00 to 110,000.00 per year
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About LTM
LTM is an AI-centric global technology services company and the Business Creativity partner to the world's largest and most disruptive enterprises. We bring human insights and intelligent systems together to help clients create greater value at the intersection of technology and domain expertise. Our capabilities span integrated operations, transformation, and business AI - enabling new ways of working, new productivity paradigms, and new roads to value. Together with over 87,000 employees across 40 countries and our global network of partners, LTM - a Larsen & Toubro company - owns business outcomes for our clients, helping them not just outperform the market, but to Outcreate it. Please also note that neither LTM nor any of its authorized recruitment agencies/partners charge any candidate registration fee or any other fees from talent (candidates) towards appearing for an interview or securing employment/internship. Candidates shall be solely responsible for verifying the credentials of any agency/consultant that claims to be working with LTM for recruitment. Please note that anyone who relies on the representations made by fraudulent employment agencies does so at their own risk, and LTM disclaims any liability in case of loss or damage suffered as a consequence of the same. Recruitment Fraud Alert - https://www.ltimindtree.com/recruitment-fraud-alert/
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