Network Consutation and Integration Network Consutation and Integration System Integration System Integration Information Systems (IS) Outsourcing Information Systems (IS) Outsourcing Creating INFINIT E Career Opportunities Career Guide IT Services Custom Appication Deveopment (CAD) Custom Appication Deveopment (CAD) Software Depoyment and Support Software Depoyment and Support Hardware Depoyment Hardware Depoyment and Support and Support IT Consuting IT Consuting Software Testing Software Testing Education and Training
Network Consutation and Integration Network Consutation and Integration System Integration System Integration Information Systems (IS) Outsourcing Information Systems (IS) Outsourcing Creating INFINITE Career Opportunities Career Guide IT Services Custom Appication Deveopment (CAD) Custom Appication Deveopment (CAD) Software Depoyment and Support Software Depoyment and Support Hardware Depoyment Hardware Depoyment and Support and Support IT Consuting IT Consuting Software Testing Software Testing Education and Training
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Career Guide - IT Services Foreword Dear Reader, The IT industry in India has been growing at a tremendous pace and has been fueing India's growth story. The industry has paced India on the word map with an image of a technoogicay advanced and a knowedge-based economy. The industry has provided great careers to young aspirants and currenty empoys neary 3 miion peope. Today, the IT-BPM industry is standing at a watershed moment in history. In FY2012, the industry achieved a stear andmark of crossing USD 100 biion in revenues and contribution from IT Services stood at USD 52 biion, accounting for more than 50 per cent of the tota. Currenty, the IT Services sub-sector directy empoys around 1.4 miion peope in the country and as the Industry grows, this number is expected to grow. The past decade has seen frequent changes in the movement of the economy and companies are becoming increasingy conscious that in the gobay connected word, the new norma wi be characterised by business voatiity. Growth in the IT-BPM industry is based on your performance, skis and hard work. The benefits such as internationa assignments, fexibe work arrangements, being part of the strong 'young' India make IT Services a sought-after career option. What attracts these miion pus peope to this industry? Why shoud you consider the IT-BPM industry as a serious career option? This guide answers these and many other questions about a career in this industry. Choosing a career is one of the most important decisions of your ife and this guide wi hep you make an informed choice. It tes you about the industry, the verticas it operates in, how to get a job in this industry and what you need to do to buid a successfu career. We hope you wi be part of our industry pursuing a career of your choice. Best wishes, Som Mitta President
Career Guide-IT - Services Acknowedgements We woud ike to thank Mr. Som Mitta, Former President, NASSCOM; Mr. Lakshmi Narayanan, Chairman, IT-ITeS Sector Skis Counci NASSCOM and CEO Cognizant and the entire NASSCOM and SSC NASSCOM team, for their strategic eadership and support to this important project. We are gratefu to the officers of the Ministry of Communications and Information Technoogy, Ministry of Labour and Empoyment (MoLE), Prime Minister's Office (PMO) and the Nationa Skis Deveopment Corporation (NSDC), who provided us with reevant information and support required for this report. We are gratefu to the members of the Project Board, namey, Mr Srikantan Moorthy, Infosys; Mr Kothandaraman Karunagaran, CSC; Mr Sameer Kohi, CSC; Mr Manjunatha Hebbar, HCL; Mr. Vidyut Navekar, TCS; Mr. Arjun R, HCL and Mr. Ani Menon, IBM, for their continued support. We woud aso ike to thank a other NASSCOM member organisations that provided inputs for the preparation of this Guide. Last but not the east, we woud ike to thank the Accenture Project team, consisting of Niaya Varma, Shammak Banerjee, Deepti Gogia, Ritesh Arora and Aman Kaur for conducting the research and putting this guide together.
Career Guide-IT - Services This Career Guide answers the foowing key questions with respect to a career in the ITS Industry Tabe of Contents What is the Overview of the IT-BPM Industry? 1-3 What is the ITS Sub-Sector? 4-9 What are the Requirements for Being an ITS Professiona? 10-13 What are the Roes in the ITS Sub-Sector? 14-49 Some Success Stories in the ITS Sub-Sector 50-53
Career Guide-IT - Services What is the Overview of the IT-BPM Industry? Career Guide IT Services 1
Career Guide-IT - Services The IT-BPM industry has been fueing India's growth story. In addition to contributing to the country's Gross Domestic Product (GDP) and exports, the industry has payed a big roe in infuencing the socio-economic parameters across the country. The industry has heped provide empoyment and a good standard of iving to miions. It has paced India on the word map with an image of a technoogicay advanced and a knowedge-based economy. Growth of the IT-BPM industry has provided India with a wide range of economic and socia benefits which incudes creating empoyment, raising income eves, promoting exports and significanty contributing to the GDP of the country. This sector attracts amongst the argest investments by venture capitaists and has been credited with enabing the entrepreneuria ventures of many, in the country. The IT-BPM industry has amost doubed in terms of revenue and contribution to India's GDP over the ast six years (2008-2013). Structure of the IT-BPM Industry The organisations within the IT-BPM Industry are categorised aong the foowing parameters: Sector the organisation is serving Type as we as range of offering the organisation provides Geographic spread of operations and Revenues and size of operations A broad structure of the Industry based on the parameters identified in the Indian 1 context is represented beow : Muti-nationa Companies (MNCs): MNC organisations have their headquarters outside India but operate in mutipe ocations wordwide, incuding those in India. They cater to externa cients (both domestic and/or goba). Indian Service Providers (ISPs): ISPs are organisations that have started with their operations in India. Most of these organisations woud have their headquarters in India, whie having offices at many internationa ocations. Whie most have a cient base which is goba as we as domestic, there are some that have focussed on serving ony the Indian cients. 1 Source: NASSCOM Research 2 2Source: NASSCOM Research
Career Guide-IT - Services Goba In-house Centres (GIC): GIC organisations cater to the needs of their parent company ony and do not serve externa cients. This mode aows the organisation the option to keep IT Operations in-house and at the same time, take advantage of expanding their goba footprint and offering opportunities for innovation in a cost-effective manner. Sub-Sectors within the IT-BPM Industry The IT-BPM industry has four sub-sectors. The subsequent sections provide information and insights for a career in the IT Services sub-sector. IT Services (ITS) Business Process Management (BPM) Custom Appication Deveopment (CAD) Customer Interaction and Support (CIS) Hardware Depoyment and Support Finance and Accounting (F&A) Software Depoyment and Support Human Resource Management (HRM) IT Consuting Knowedge Services System Integration Procurement and Logistics Information Systems(IS) Outsourcing Software Testing Network Consutation and Integration Education and Training IT-BPM Industry Engineering and R&D (ER&D) Embedded Services Engineering Services Software Products (SPD) Offshore Product Deveopment Onshore Product Deveopment 3
Career Guide-IT - Services What is the ITS Sub-Sector? Career Guide IT Services 4
Career Guide-IT - Services Introduction to the IT Services Sub-Sector IT-BPM market, a USD 108 biion market in India in FY2013, is a eading contributor to the services industry in India with respect to empoyment and revenue. It accounts for 23-25 per cent of the country's tota exports and contributes to neary 8 per cent 2 of India s GDP. The IT Services sub-sector is a major contributor to the overa IT-BPM Industry. IT Services (ITS) sub-sector offers services to create and manage information for business functions through host of activities that incude consuting, systems integration, IT outsourcing/managed services/hosting services, training and support/ maintenance. The sub-sector has evoved as a major contributor to India's GDP and pays a vita roe in driving economic growth in terms of empoyment, export promotion and revenue generation. 1,407, 000 The number of peope directy empoyed in ITS sub-sector 9.9 per cent Growth in IT service exports in FY 2013 (E) 1600 + Number of Organisations in the ITS sub-sector 1 India s position in IT goba andscape USD 43.9 biion Tota amount of ITS sub-sector Export Revenues IN FY 13 (E) 58 per cent Tota contribution of ITS sub-sector in industry Exports 14.5 per cent Growth of the ITS sub-sector in INR terms in the domestic market in FY 2013 (E) Figure 15: IT Services sub-sector-snapshot Source: NASSCOM Strategic Review 2013) 2 The IT-BPM sector in India Strategic Review 2013, NASSCOM 5 2Source: NASSCOM Research
Career Guide-IT - Services The wordwide IT Services market stood at USD 648 biion in 2012. The Indian IT Services exports form the argest and fastest growing segment of the IT services with a growth rate of 9.9 per cent in FY 2013. IT Services export constituted over haf of the entire export of the IT Industry. Even within the domestic market, IT services is the fastest growing segment in the Indian domestic market, growing by 14.5 per cent to reach INR 674 biion, driven by IS outsourcing, coud services and increasing adoption from a customer segments government, enterprise, consumers and sma and medium businesses. There are over 1600 companies providing IT services in the country with the top 5 comprising around 60 per cent of the tota revenue from the industry. The sub-sector has estabished a record as a major contributor to the country's GDP as we as penetrated into many arge sectors - estabished as we as upcoming ike heathcare, media, education and retai. This has ensured that the sub-sector is a fied in demand, both in the present and the future. With an increased focus on optimising efficiencies, companies in a the sectors see vaue in everaging IT to manage their business better and are increasing their IT investments. The wide scope of the services this sub-sector creates a requirement for a arge variety of skis. This refects on the range of opportunities avaiabe for buiding a career in IT Services to a varied group of peope and the industry continues to be amongst the most sought, after for many young and aspiring individuas. 6
Career Guide-IT - Services Profie of the IT Services Sub-Sector Vertica Profie: BFSI is the argest driver in this space caiming haf of the entire IT Services export. Other i n d u s t r y v e r t i c a s i k e Heathcare, Retai and Media 51% 42% have started making big investments in IT services 7% and are turning into key verticas for the IT Services sub-sector. An iustrative view of the vertica and horizonta profies is shown beow. Figure 3: Contribution of Areas in the IT-BPM Industry (FY 2013) Outsourcing Support and Training Project-Oriented Horizonta Profie: The IT Services sub-sector started off in India with a focus on basic appication deveopment and maintenance. The sub-sector has now grown and incudes significant footprints in traditiona segments which incude custom appication deveopment, appication management, IS outsourcing and software testing. With time, the sector has expanded to provide end-to-end IT soutions and incudes consuting, testing services, infrastructure services and system integration 3 in the offering. Customer Profie: After starting off, the IT Services sub-sector, served mosty the North American market unti the 1990s. Whie North America continues to be a major importer of Indian IT services, the sub-sector has witnessed entry into other markets, in order to mitigate risk as we as to expand markets thus servicing cients in a greater number of geographica areas ike Latin America, the Asia Pacific and Europe. The cient base in these markets is a h e a t h y m i x b e t w e e n B F S I, Manufacturing, Retai, Teecom and a key Industry verticas. Figure 18: Customer Profie of IT Services 3 The IT BPM Sector in India Strategic Review 2013, NASSCOM 7 2Source: NASSCOM Research
Career Guide-IT - Services Key Trends in the IT Services Sub-Sector Trend Movement up the vaue chain New deivery channes driving growth Continued ocationa advantage Increased penetration as we as spread in industry verticas New Service offerings Description Buiding end-to-end capabiities in core verticas by adding high-end services such as consuting Adopting and becoming eading in coud computing mobie appications, socia media and anaytics Movement to Tier II cities to maintain cost advantage One-stop destination for cients (adding BPM and consuting) Adding expertise in new industry verticas Growth in RIM and information Security Figure : Trends in the IT Services The IT-BPM industry is standing at a watershed moment in history. In FY 2013, the industry achieved a stear andmark of crossing US 108 biion in revenues. However, with the industry sowy reaching a stage of maturity and with a business mode cosey aigned to exports, it faces the brunt of the economic shake-up ike the one observed in 2008, which redefined the economic order amongst nations. Whie the recovery has gathered pace in the ast few months, companies are becoming increasingy conscious that in the gobay connected word, the new norma wi be characterised by business voatiity. The ups and downs wi be more frequent and companies need to earn how best to manage this voatiity. 8
Career Guide-IT - Services Some of the key trends which are eading the growth in the sub-sector incude: New Deivery Channes Driving Growth: Growth of the different deivery channes ike coud computing, mobie appications, socia media and data anaytics have provided the industry with new opportunities and expanded the market, particuary for the sma and medium scae businesses. Continued Locationa Advantage: India eads the tabe as the most ucrative ocation for IT Services, performing we on various parameters ike financia attractiveness, 4 ski avaiabiity and business environment. Whie traditionay, 70 per cent of the Industry is ocated in Tier I cities, focus on controing costs has created a gradua move to have centres in Tier II cities as we, thus widening the taent poo and spread. Increased Penetration as we as Spread in Industry Verticas: The BFSI sector has been the key business driver for the industry. Increasing penetration of new industry verticas ike Heathcare, Utiities, and Retai in addition to growing ones ike Media, Government, and Manufacturing is expected to happen, increasing the tota market share. Indian IT service offerings have evoved from appication deveopment and maintenance, to emerge as fu-service payers providing testing services, infrastructure services, consuting and system integration. Within that, IT outsourcing exhibited strong growth, in ine with goba trends, driven by increased spending in remote infrastructure management, appication management, testing and SOA segments. Coud computing and mobie computing gained credence this year as it offered cients access to best-in-cass process management at reduced 5 capita expenditure eves. New Services: Growth in new areas of operations ike IS Outsourcing (ISO)/Remote Infrastructure Management (RIM) and Information Security is being touted as the next growth driver for IT Services. IMS professionas manage an enterprise's networks, servers, storage, etc. Advancements in technoogy have ed to these services being increasingy off-shored a trend that is being wecomed by a major IT-BPM organisations in the Industry. In FY2013, ISO grew by 15 per cent and it is being touted as the one of the growth 5 engines for IT Services sub-sector 4 A. T. Kearney Goba Services Location Index, 2011 5 The IT BPM Sector in India Strategic Review 2013, NASSCOM 9 2Source: NASSCOM Research
Career Guide-IT - Services What are the Requirements for Being an ITS Professiona? Career Guide IT Services 10
Career Guide-IT - Services Skis IT Services sub-sector requires a wide range of skis that may vary with the organisation - vaue stream the organisation is servicing, and at the individua eve - roe and the position. Both soft skis and functiona skis are crucia in the industry and organisations put a ot of effort in buiding these capabiities. Major hiring at the entry eve is done on the basis of communication/soft skis and anaytica aptitude. Key Generic Ski Requirements: Communication Skis Anaytica skis Probem Soving Abiity Working with infuence Key Functiona Ski Requirements: Industry/Domain skis SDLC concepts Programming skis Patform knowedge Automated testing ERP 11 2Source: NASSCOM Research
Career Guide - IT Services Learning Opportunities IT Services sub-sector is a knowedge-intensive industry and fresh graduates often have a steep earning curve, which they need to cover before becoming productive. The constant innovation of technoogy requires the empoyees to reguary update their knowedge for them to remain productive. Change in roe or projects coud aso see the empoyee needing to earn new skis. IT Services thus encourages and provides earning opportunities through different sources ike certifications, training materias (onine/cassroom), focussed earning programmes and on-the-job earning opportunities. Increasing sector focus is eading to many IT services organisations ooking to acquaint the empoyees with domain specific (retai, manufacturing, insurance, etc.) knowedge. Simiary, tie-ups with institutes or externa vendors is used to provide training to empoyees for specific technica or patform skis. The Industry spends significant amount of resources on providing earning opportunities. This not ony provides for up-skiing of empoyees to meet business needs, but aso heps to position the organisation as a preferred empoyer. Learning opportunities are offered within and outside of the organisation. Some of these options incude: Advanced technica degree courses ike MCA, M Tech, M E, M Sc etc. Advanced business courses ike MBA/PGDBM Domain-reated certifications in the areas of Software anguages, Infrastructure Management, Information Security, etc. Industry-reated certifications in various verticas ike BFSI, Teecom, and Retai, etc. One of the key objectives of the IT-ITeS SSC NASSCOM is to deveop avenues for earning and ski deveopment in the IT-BPM Industry. In pursuit of this, the SSC is panning to set up accreditation process for training providers and taioring courses on Occupationa Standards that are currenty being deveoped for the Industry. 12
Career Guide-IT - Services Quaifications, Knowedge and Understanding Sourcing strategy may vary for different companies, but barring a few that provide niche/speciaised services, majority hire both ateray and at entry eve with the atter making up the buk. Neary 70 per cent of the tota hiring happens at fresh graduate eve, mosty from engineering coeges and universities. Increasingy, a arge number of companies are aso hiring candidates with non-engineering degrees. For IT Services, majority of the recruitment happens through technica graduates - Engineering Institutes, BCA/MCA and technica dipoma hoder candidates. Graduates with reevant certifications ike CCNA, CCNP and MCSE are preferred for infrastructure reated occupations within the sub-sector. There is usuay an advanced requirement for occupations ike IT Consuting, Saes and Pre-saes where candidates with management degrees are usuay preferred. Increasingy, the focus is shifting away from 'forma education' reated quaifications to having the right skis to successfuy deiver the job responsibiities. 13
Career Guide-IT - Services What are the Roes in the ITS Sub-Sector? Career Guide IT Services 14
Career Guide-IT - Services The job roes in the in the sub-sector have been cassified and detaied as foow: 13 Unique 'Occupations' 39 Unique 'Tracks' 17 Unique Job roes at the Entry Leve 91 Unique Job roes at the Midde Leve 25 Unique Job roes at the Leadership Leve Occupation is a set of job roes, which perform simiar/reated set of functions in an industry. Track is an independent unique activity under an occupation Unique Job-roes define a set of functions that together form a unique empoyment opportunity in an organisation. Entry Leve: 0-2 yrs. Midde Leve: 2-10 yrs. Leadership Leve: >10 yrs. 15 2Source: NASSCOM Research
Career Guide - IT Services Occupations and tracks within the IT Services Sub-Sector Software Deveopment Functiona Deveopment Technica Documentation Web Deveopment UI Deveopment Media Deveopment Appication Depoyment Appication Maintenance Appication Deveopment Appication Depoyment Appication Maintenance Data Scientist Technica IT Services Management Data Scientists IT Consuting IT Services Management IT Support Services/Hepdesk IT Support Services / Hepdesk Storage Management Network Management Server Management Messaging and Coaboration Security Management End-user devices Management Infrastructure Appications Management Infrastructure Toos Management Database Management Fied Support Infrastructure Management Services (IMS) IT Forensics Appication Security Risk Management, Audit and Compiance Incident Management BCP/DR Network Security management Security Testing Privacy Information Security Project/ Program Management Business Deveopment Reationship Management Soution Architecting Manua Testing Automated Testing Quaity Assurance Project/Program Management Saes and Pre-saes Soution Architecting Testing and QA 16
Career Guide-IT - Services Occupation : Appication Deveopment Appication Deveopment invoves Enhancing existing packaged appications or pre-engineered tempates Deveoping and deivering customised software appications and interfaces Support and provision of custom appications Appication Deveopers deveop software codes using a range of patforms (operating systems) and programming /scripting anguages. The appication deveopment professionas work cosey with other software professionas ike Testing and Support services. The responsibiities vary widey with the years of experience and the type of appication patform. Software Deveopment roes are responsibe for creating software appications by coding using programming/scripting anguages ike C, C++, Java, HTML,.Net, PHP, and VB etc. Functiona Deveopment roes are responsibe for providing function-specific inputs towards appication deveopment. These roes provide a domain perspective in the areas of CRM, Financia Management and ERP, etc. Media Deveopment roes are responsibe for designing and improving the ook and fee, functionaity and graphic appea of the deveoped appication. Web Deveopment roes are responsibe for designing and maintaining webbased appications that incude static and dynamic content. User Interface (UI) Deveopment roes are responsibe for designing rich UI for the deveoped appications, such as computer programmes, databases and websites. Technica Writing/Documentation serves the core purpose of transferring knowedge between the appication deveopment teams and the user teams. These documents can aso be used as earning and troubeshooting aid by the users at a ater stage. Language/Transation roes are responsibe for transating software into different anguages that end-users may be we-versed with. 17 2Source: NASSCOM Research
Career Guide - IT Services Roe of Appication Deveopment Professiona Appication/Functiona Deveoper Media Deveoper Web Deveoper UI Deveoper Language Transator Technica Writer Captures data and transates and transforms it into a processing anguage Deveops codes from reevant information, schedues, processes and monitors them Contributes to deveopment of test scripts and test scenarios Deveops visua, audio/video media content Uses software toos to deveop media content for appications with smart graphics and enhanced ook and fee and usabiity features Deveops programming code for web-based appications/websites Upoads the site onto a server and registers it with different search engines Designs UI appications using HTML, Javascript, XML, JSP, JAVA, CSS, among others Designs and impements front-end business appications whie working cosey with appication/functiona deveopers to hep generate requirements for back-end system deveopment Works to transate codes in mutipe end anguages. For exampe, transating a Microsoft Windows into oca Indian anguages. With the advent of Uni-code compiant appications, this roe is sowy becoming obsoete Works using documentation software to create job aids and other technica manuas/documents highighting specifications and usabiity features of the appications deveoped 18
Career Guide - IT Services Quaifications and Skis Software Deveopers, Functiona Deveopers : UI Deveopers: Media and Web Deveopers: Technica Writing/Documentation: Transation: BCA/MCA or Engineer with certification in reevant areas Probem soving and strong anaytica capabiity Knowedge of programming ogic and SDLC is essentia Functiona skis ike software anguages (Java, C/C++, dot net) are highy essentia for professionas in the Software/Functiona Deveopment tracks BCA/MCA or Engineer with certification in reevant areas Graduates/Dipoma hoders with reevant skis are aso eigibe Knowedge of programming ogic and SDLC is essentia Strong HTML and JavaScript (AJAX, DOM, JSON) and Java skis Any graduate/dipoma course with a speciaist training programme in media designing For a reevant ski even under-graduate candidates are eigibe Knowedge of programming ogic and SDLC is desirabe Creative thinking and attention to detai are the key skis for these roes Any graduate/dipoma course. For a reevant ski even under-graduate candidates are eigibe Knowedge of programming ogic and SDLC is desirabe. Attention to detai and accuracy are the key skis for these Job roes Any graduate/dipoma course. For a reevant ski even under-graduate candidates are eigibe Knowedge of programming ogic and SDLC is desirabe Certified Language courses 19
Career Guide - IT Services Tracks Entry Leve Midde Leve Leadership Leve Career Map for Appication Deveopment Head of Company/CEO Offering Lead/Domain Lead Deivery Lead Movement to other Occupations such as Project Management Team Leader/Appication Architect/Web Soution Deveoper Senior Software Deveoper Senior Functiona Deveoper Senior UI Deveoper Senior Language Transator Senior Technica Document Writer Senior Web Deveoper Software Deveoper (SSC/Q 0501) UI Deveoper (SSC/Q 0502) Language Transator (SSC/Q 0506) Technica Writer (SSC/Q 0505) Web Deveoper (SSC/Q 0503) Engineer Trainee (SSC/Q 0507) Software Deveopment Functiona Deveopment UI Deveopment Language/ Transation Technica Documentation Web Deveopment Senior Media Deveoper Media Deveoper (SSC/Q 0504) Media Deveopment 20
Career Guide-IT - Services Occupation : Appication Depoyment Appication Depoyment invoves expertise and systems providing the customer with proper instaation and configuration of a packaged and customised software products. Appication Depoyment professionas are responsibe for ensuring that software systems are fuy depoyed, impemented and functioning and are configured with hardware requirements. Roe of Appication Depoyment Professiona Gathers, anayses and documents customer infrastructure requirements Pans the ro-out process and sequence of new systems and patforms Depoys, configures, manages, and troube-shoots the software soution Provides technica support and perform quaity assurance of new software updates Quaifications and Skis BCA / MCA or Engineer with certification in reevant areas Experience of impementing IT projects depoyment or maintenance Knowedge and experience with SDLC and different methodoogies Strong communication skis 21
Career Guide - IT Services Career Map for Appication Depoyment Head of Company/CEO Offering Lead/Domain Lead Head of Appication Depoyment Leadership Leve Depoyment Lead Team Lead- Depoyment Sr. Depoyment Engineer Depoyment Engineer (SSC/Q 0301) Engineer Trainee (SSC/Q 0507) Appication Depoyment Track Entry Leve Midde Leve 22
Career Guide-IT - Services Occupation : Appication Maintenance Appication Maintenance covers a range of services which invove providing ongoing/ad-hoc support to software products or customised appications. These services are aimed towards correction of fauts/bugs or performance improvement. The primary responsibiity of the Appication maintenance roes is to ensure the avaiabiity of an appication or product for end users. Appication Maintenance professionas are a-round experts who understand the aspects of appication deveopment, maintenance, support and depoyment. Roe of Appication Maintenance Professiona Optimises and maintains the reiabiity of current business appications Interacts with senior cient personne to understand the appication issues Provides technica support and resoves issues for current business appications Monitors system security, appication and system event og fies. Communicate and works with users as necessary to resove appication errors Estabishes, monitors and evauates system metrics to identify vunerabiities and identify probem trends. Monitors disk status, system processes, and user process activity Provides operationa support, ensuring production systems and devices are onine and avaiabe Quaifications and Skis BCA/MCA or Engineer with certification in reevant areas Graduates/under-graduates/dipoma hoders with reevant skis and experience are aso eigibe Experience of working on Software projects depoyment or maintenance Knowedge and experience with SDLC and different methodoogies Strong communication skis 23
Career Guide - IT Services Career Map for Appication Maintenance Head of Company/CEO Offering Lead/ Domain Lead Head of Appication Maintenance Leadership Leve Project Lead - Appication Maintenance Team Lead- Appication Maintenance Sr. Maintenance Engineer Appication Maintenance Engineer (SSC/Q 0201) Appication Maintenance Track Entry Leve Midde Leve 24
Career Guide-IT - Services Occupation : Data Scientist Data Scientists are responsibe for designing and impementing processes and ayouts for compex, arge-scae data sets used for modeing, data-mining and research purposes. Data Scientists evauate strategic uses of data and how data use interacts with data design. Responsibiities aso incude designing and impementing statistica data quaity procedures around new data sources. Roe of Data Scientist Designs and buids arge and compex data sets Thinks strategicay about uses of data and how data use interacts with data design Designs and impements statistica data quaity procedures around new data sources Performs data studies and data discovery around new data sources or new uses for existing data sources Impements any software required for accessing and handing data appropriatey Visuaises and reports data findings creativey in a variety of formats Quaifications and Skis Bacheor s or Master s Degree in Computer Science, Statistics or Mathematics Engineers with exposure and/or experience to arge scae database and processes are aso eigibe Proficiency in specific data anaysis packages (SPSS, SAS, STATA and/or Exce) Strong mathematics and statistics skis Coursework or practica experience with data mining Coursework or practica experience buiding agorithms 25
Career Guide - IT Services Career Map for Data Scientist Head of Company/CEO Offering Lead/Domain Lead Lead Data Scientist Leadership Leve Sr. Data Scientist Ass. Data Scientist Junior Data Associate (SSC/Q 0401) Data Scientist Track Entry Leve Midde Leve 26
Career Guide-IT - Services Occupation : IT Consuting IT Consuting incudes IS strategy, IT and network panning, architectura assessments, IS operationa anaysis, technica system and network designs, product-specific consuting, suppier assessment and maintenance panning IT consuting professionas identify and anayse user requirements and recommend appropriate appications or modifications for an organisation, which is typicay the cient. It is their responsibiity to deveop, insta, maintain and modify system appication programmes and business appication programmes. Technoogy Consuting: Technoogy consuting roes provide technoogy soutions to the cients based on functiona/business requirements gathered by the Business Anaysts. These incude designing various soutions, such as ERP, Web and IT Strategy etc., which are then deivered by Appication Deveopers. Functiona/Business Consuting: Functiona/Business consuting invoves understanding the cients' business requirements and transating them into technoogy requirements. These professionas work cosey with the business teams and have a basic understanding of the tenets of technoogy consuting. Roe of IT Consuting Professiona Understands a cient s business needs and recommends technoogy based soutions to fufi the needs Advises cients on IT Strategy, Architecture and governance needs Identifies user probems and needs, their sources and determine possibe soutions Participates in the deveopment, impementation, instaations and testing of appication software Investigates recommends and manage instaation of new appications Quaifications and Skis BCA/MCA or Engineer with certification in reevant areas and 5-6 years of reevant work experience as an entry eve MBA candidates are preferred owing to high degree of interaction with senior cient representatives and strong business orientation Strong ski/knowedge of various technoogy trends and processes Thorough understanding of the technoogy environment, Industry best practice and trends 27
Career Guide - IT Services Career Map for IT Consuting Head of Company/CEO Practice Lead Partner/Sr. Executive/ Managing Director Leadership Leve Sr. Manager/ Director Manager- Technica Domain Consutant Technica Anayst (SSC/Q 0701) Manager- Business Domain Business Consutant Functiona Tracks Entry Leve Midde Leve 28
Career Guide-IT - Services Occupation : IT Services Management IT Services Management invoves the deivery of ITIL service operations processes of Probem, Change, Configuration, Incident and Reease Management. These roes provide cross-functiona IT Services Management and work cosey with mutipe domains on the deveopment, maintenance and reporting of service cataogues, processes/procedures and new technoogy/toos. IT Services Management professionas require a proactive approach to managing events such as an incident or a change and support a continuous improvement strategy in providing accurate recording of information and the reated anaysis of the events. Roe of IT Services Management Professiona Responsibe for the ifecyce of Service Management processes ensuring cient satisfaction and management of risk to services incuding: Change Management Reease Management Probem Management Incident Management/Major Incident Management Configuration Management Identifies, ogs, monitors and escaates issues/outages and ensures timey assignment and resoution of incidents to meet SLAs Proactivey prevents the occurrence of incidents, probems and errors, via the identification, investigation and resoution of cient and/or organisationa Service Management issues D e i v e r s a p p r o p r i a t e a n d e f f e c t i v e c o m m u n i c a t i o n s t o cient/management and/or third party vendor on issue escaation and resoution at a stages Proactivey prevents probems via trend anaysis, targeting support action and communication Quaifications and Skis BCA / MCA or Engineer with certification in reevant areas Graduates/dipoma hoders with reevant skis set are aso eigibe Knowedge of ITIL and Infrastructure standards Certifications in the areas of networks/storage/servers etc. is highy desirabe Knowedge of systems management software and networking Probem soving and technica capabiity 29
Career Guide - IT Services Career Map for IT Services Management Head of Company/CEO Offering Lead/Domain Lead Infrastructure Services Lead Leadership Leve Lead-IT Service Management Sr. Expert IT Service Management IT Service Management Expert Midde Leve There are no entry eve job-roes for this occupation. Entry is usuay through, IMS, IT Support Services etc. Entry Leve IT Services Management Track 30
Career Guide-IT - Services Occupation : IT Support Services/Hepdesk IT Support Services/Hepdesk encompasses services that reate to monitoring, managing and enhancing performance of a cient's IT infrastructure backbone. These incude eve 1 hepdesk services offering simper soutions to cients- Interna or Externa to the organisation. Primary purposes of an IT Support Services/service desk incude: Incident contro: Lifecyce management of a service requests Communication: Keeping a customer informed of progress and advising on workarounds Key responsibiities of IT Support Services professionas are to manage, co-ordinate and resove incidents as quicky as possibe at primary support eve. Roe of IT Support Services/Hepdesk Professiona Resoves Leve1/2 incidents affecting the operation/avaiabiity of production systems, through troube-shooting and impementing known fixes Conducts trend anaysis with a focus on proactive identification of events/issues that threaten performance and a consistent & timey resoution and documentation strategies Deveops ong-term and short-term pans for IT support/hepdesk Deveops IT support systems, poicies and processes Defines and agrees on service eves and metrics Consuts and advises on IT support requirements and initiatives Troubeshoots and resoves a IT issues within the organisation Quaifications and Skis Dipoma in Computer/Network/Communication BCA/Engineer with certification in reevant areas Strong ski/knowedge of various technoogy trends and processes as we as updated knowedge about IT initiatives 31
Career Guide - IT Services Career Map for IT Support Services/Hepdesk Head of Company/CEO CIO IT Operations Manager Leadership Leve Team Lead Technica Support (Leve 1) Sr Engineer Technica Support (Leve 1) Midde Leve Engineer Technica Support (Leve 1) (SSC/Q 0101) Entry Leve IT Support Services/Hepdesk Track 32
Career Guide-IT - Services Occupation : Infrastructure Management Services (IMS) Infrastructure Management Services (IMS) incudes designing and maintaining infrastructure required to support hardware and software for own/cient organisations. This aso incudes both remote management and onsite management of appication infrastructure ike servers, storage, data and networks. IMS professionas provide services that incude technica assistance in the instaation, configuration, administration, support and maintenance of systems, storage or back-up services of databases, traffic diversion, network support and maintenance, etc. IMS covers two broad areas: Infrastructure Operations/Maintenance - Refers to maintenance roes that ensure 'Business as usua' (BAU) state for a infrastructure devices - software and hardware. Infrastructure Operations is a highy critica stream as the downside of a system breakdown can be catastrophic for an organisation. Typica roes are Administrators/Team Leads. Infrastructure Engineering/Transformation - Refers to engineering roes responsibe for instaation/improvement/upgradation of Infrastructure devices for own/cient's organisation. Typica roes are Engineers/Technoogy Leads. Whie the responsibiities and the ski sets may vary with the area of operation, both Infrastructure Operations and Infrastructure Engineering can be categorised into the foowing tracks. Storage Management: Storage management roes are responsibe for managing storage equipment depoyed in an organisation. This incudes a range of activities from instaation, records management, og keeping, evauation, constant supervision and improvement of storage systems ike EMC Symmetrix VMAX, Fash, coud, etc. Network Management: Network Management roes are responsibe for the depoyment, configuration, maintenance and monitoring of active network equipment such as switches, routers, firewas, etc. The scope aso incudes network design and security particuary troube-shooting and/or debugging network-reated probems. This is most reevant for off-shore cients (RIM). Server Management: Server Management roes are responsibe for maintaining cient server appications and hardware depoyed in an organisation. This incudes the range of activities invoved in instaation, administration, maintenance, and improvement of company and/or cient/server ike UNIX, Windows, and Citrix, etc. Messaging and Coaboration: Messaging and coaboration roes are responsibe for maintaining messaging appications for end-user systems and servers in an organisation. This incudes the range of activities from cryptic messages to Instant Messaging (IM), server messages, etc. within the same/across mutipe organisations. 33
Career Guide - IT Services Security Management: Security management roes are responsibe for maintaining security of, appication, and network equipment within an organisation. This incudes the range of activities from devising security poicy, managing firewas, granting access rights, and ensuring end-to-end security of a IT equipment and appications for the organisation/cient. End-user Devices Management: End-user devices management roes are responsibe for maintaining end-user devices ike desktops/aptops/mobie devices within an organisation. This incudes the range of activities from providing first eve troubeshooting, maintaining software and hardware upgrades, MS Office appications and the necessary security and safety features necessary as per the security poicy. Services/Faciity Management: Services/faciity management roes are responsibe for maintaining faciities and services that support the infrastructure services for an organisation. This incudes the range of activities from ensuring continuous power to servers, storage and other infrastructure reated IT equipment to maintaining the physica space for storage of this critica equipment. Infrastructure Appications Management: Infrastructure appication management roes are responsibe for the administration, support, maintenance, ife-cyce panning and optimisation of infrastructure appications incuding: mobie device management, unified communications and IT management software. This incudes undertaking necessary activities to resove hardware and software with respect to Infrastructure Appications, in a timey and accurate fashion. Infrastructure Toos Management: Infrastructure Toos Management roes are a speciaised set of roes responsibe for management of infrastructure toos in an organisation. The main objectives of the roes are to increase operationa efficiency, reduce cost and support fuctuations in service eves to ensure service deivery for a IT appications supported by infrastructure. These toos pug into the operating system, hardware controers and critica appications to ensure effective and efficient IT operations. Database Management: Database management roes are responsibe for the instaation, testing, configuration and maintenance of database systems. The scope extends to monitoring, optimising, anaysing systems performance and set user privieges within the database environment. In most cases, this group of job roes aso incudes database design. Fied Support: Fied Support incudes the instaation and support of hardware devices for own/cient's organisations. The service is focussed essentiay on the device and its components and in a minor way, on software that is running on the device. Fied support activities incude hardware staging and configuration, testing and debugging, site preparation and physica instaation of the device. 34
Career Guide-IT - Services Roe of IMS Professiona Provides diagnosis and resoution of computer hardware and software probems Provides panning, design, impementation and technica support of computer hardware, software and network components Deveops specifications of new enhancements or systems required Maintains daiy ogs and track systems performance on a day-t- day basis Prepares detaied management standards and procedures and enforcement of processes, incuding procedures for systems security and recovery Quaifications and Skis BCA / MCA or Engineer with certification in reevant areas Graduates/dipoma hoders with reevant skis set are aso eigibe Certifications in the areas of networks/storage/servers etc. is highy desired Knowedge of systems management software and networking Probem soving and technica capabiity 35
Career Guide - IT Services Tracks Midde Leve Entry Leve Leadership Leve Career Map for Infrastructure Management Services (IMS) Head of Company/CEO Offering Lead/ Domain Lead Infrastructure Lead Deivery Manager Operations Manager Team Lead/ Technoogy Lead- Storage Team Lead/ Technoogy Lead- Network Team Lead/ Technoogy Lead- Server Team Lead/ Technoogy Lead- Messaging Administrator Team Lead/ Technoogy Lead- Security Team Lead/ Technoogy Lead- End-user devices/ Desktop Team Lead/ Technoogy Lead- Services Management Team Lead/ Technoogy Lead- Infrastructure Appications Administrator Team Lead/ Technoogy Lead- Infrastructure Toos Team Lead/ Technoogy Lead-DB Team Lead- Fied Support Storage Engineer/ Administrator Network Engineer/ Administrator Server Engineer/ Administrator Messaging Engineer/ Administrator Security Engineer/ Administrator End-user devices/ Desktop Engineer/ Administrator Services Management Engineer/ Administrator Infrastructure Appications Engineer/ Administrator Infrastructure Toos Engineer/ Administrator DB Engineer/ Administrator Fied Support Engineer/ Administrator Infrastructure Engineer (SSC/Q 0801) Systems Engineer/Engineer Trainee (SSC/Q 0507) Storage Management Network Management Server Management Messaging and Coaboration Security Management End-user Devices Management Services Management Infrastructure Appications Management Infrastructure Toos Management Database Management Fied Support 36
Career Guide-IT - Services Occupation : Project/Program Management Project/Program Management incudes the set of activities to pan, impement, monitor and contro projects. It incudes managing project financias, overseeing deivery, reporting and stakehoder management. Project/Program Management wi have subte differences depending upon the scope of the project. The variances wi vary depending upon whether the project is: A Pure pay Appication Deveopment Project An Infrastructure/Architecture Project; An IT Consuting Project; or an Integrated Project that incudes some or a of the above Professionas usuay enter in the Project/Program Management occupation after deveoping key expertise in a deivery focussed occupations ike Appication Deveopment, Testing, Appication Depoyment, or Outsourcing. Project/Program Management professionas can aso grow from other key occupations ike Infrastructure Management Services (IMS) and Information Security. Roe of a Project /Program Management Professiona Leads the panning and impementation of projects/program Manages project budget and resource aocation Manages interna and externa stakehoders to ensure smooth competion of project Quaifications and Skis Graduate/Post-graduate in any subject Experience in managing software deveopment projects Exceent communication and presentation skis Strong eadership and stakehoder management skis 37
Career Guide - IT Services Career Map for Project/Program Management Head of Company/CEO Domain Lead/Offering Lead Deivery Lead Cient Account Lead Cient Reationship Manager Leadership Leve Program Manager Project Manager Modue Leader PMO-Associate (Admin Roe Ony)- this does not indicate a natura movement to the roe above No Entry Leve Roes for this occupation, entry to this occupation is typicay through experienced professionas from Appication Deveopment, IMS, Testing and QA, etc. Project/Program Management Track Entry Leve Midde Leve 38
Career Guide-IT - Services Occupation : Saes and Pre-saes Saes and Pre-saes generate and deveop business for the organisation. This invoves deveoping business reationships, marketing, managing brand and driving saes for the organisation. These professionas deveop a go-to-market strategy with entity Leadership and OU/industry eads for assigned territories and the strategic accounts within it. This coud incude buid-outs for inside saes, fied marketing and aiance activities. Reationship Management/Aiance Management: Reationship management invoves deveoping and maintaining reationships with key cients to ensure deveopment and impementation of pans, resources and processes to ensure the effective deivery of services. Reationship Management extends across entire Pre-saes incuding working cosey with Soution Architecting teams to ensure competion of bids and proposas. Reationship management aso covers change management, contract management and customer oyaty in a pursuit to maximise business opportunities. The Aiance Management part covers managing these reationships with key aiance partners ike ERP vendors and product organisations to co-deveop saes reationships. Business Deveopment: Business Deveopment invoves a coser association with driving saes numbers for an organisation. Professionas in this area are accountabe to drive saes within a territory/region/state or country/goba regions. Specificay in IT Services, senior roes are given responsibiities to ead saes efforts in goba zones ike APAC, Euro-zone, Africa, and the Americas. Roe of a Project /Program Management Professiona Gathers information about new/changed technica offerings from Business Mode & Strategy and Technoogy Integration and summarises as per cient requirements Manages aiances and reationships with saes partners ike ERP product organisations Deveops demonstrations of the technica and functiona capabiities of the organisation to drive saes Supports key accounts by conducting demonstrations and defining specia agreements with the cients Provides inputs about cient requirements to product deveopment teams Quaifications and Skis Post-graduate in Technoogy/Management reated areas with graduation in Technoogy areas Graduates can move ateray into pre-saes and saes after deveoping experience and requisite skis set Good command over Engish anguage Action orientation and a go-getter spirit are the key skis needed in a pre-saes and saes profie 39