Senior Engineer Symphony Summit Tools Support

Wipro Limited
Pune, India/Remote
Added: March 20, 2024

Role: Symphony Summit Tools Support

Location: Pune

Job Description:

  • Very good handson experience on Symphony Summit AI is a MUST.
  • Supporting technical configuration of applicable Symphony AI modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, ITAM , CMDB and Reporting.
  • Work with functional and IT teams to deliver automated workflow solutions in Symphony AI.
  • Support Symphony AI integration with other 3rd party tools Jira/SAP/Devops/monitoring tools (Tivoli/MonIT).
  • MUST ensure SLA management of BAU tool tickets – Incident/Service Request/Problem/Change tickets.
  • Configure and develop Catalog workflows from simple to complex and application user interfaces (UIs) as well as customize Symphony AI application.
  • Configure and implement Symphony AI scripts in the form of business rules.
  • Need good exposure on java scripts deployed in Symphony Summit AI.
  • Support and Configure Symphony AI discovery and orchestration along with CMDB build for IT services.
  • Administration, development, documentation and technical support of the Symphony AI platform.
  • Assist in Symphony AI administration functions associated to project development and business unit adoption to Symphony AI
  • Support and Configure KPI reports, advance report creation(Izenda 7) and dashboard as ongoing BAU requirement.
  • Good knowledge and exposure on webservices, rest API, LDAP integrations, Azure AD integration.
  • Support and Configure CSAT question for Ticket CSAT surveys.
  • Support and Configure SLA and OLA for IT services as per BAU requirements.
  • Configure Escalation matrix for SLA breaches.
  • Provide training to IT team on Symphony AI usage and reporting on ongoing basis in BAU.
  • Provide User Guidelines for Symphony AI operations.
  • Test cases creation and testing/validation along with user Manual creation for BAU support on new or existing features.
  • Have a good understanding on Tool architecture, HLD/LLD, Integration and infra (server and Database)
  • Expert in designing and deploying automated workflow solutions along with Incident, Change Configuration and Service Request Management processes.
  • Functional testing following set rules for test progress.
  • Having good communication, excellent analytical, troubleshooting, problem solving and presentation skills.
  • Interact with the stakeholders (end users, project leads, technology etc.) to understand the system & testing requirements.
  • Analyzing and troubleshooting of issues/bugs and requests and suggesting appropriate solutions
  • Collaborating with the stakeholder and vendors in working towards resolution of support requests
  • Understanding of SQL Database and store procedures to ensure database integrity.
  • Expert in technical problem-solving skills


  • 6years experience as a Symphony AI System Administrator and Developer
  • Bachelor’s degree in computer information systems, Management Information Systems, Computer Science or other related field or higher (preferred)
  • Extensive background in Symphony Summit AI tool implementation.
  • Experience in Symphony AI scripting and building report templates.