ITSM L2 Engineer position.

Job Description

Role Overview

We are seeking a skilled and proactive ITSM L2 Engineer to support and maintain IT Service Management processes and platforms. The candidate will be responsible for handling Level 2 support activities, incident resolution, service request management, problem analysis, and ensuring adherence to ITIL best practices.

Key Responsibilities

- Provide Level 2 support for ITSM tools Open text Products - OpenText Network Node Manager i (NNMi), Network Automation (NA), and Service Management Automation X (SMAX) and related applications.
- Manage and resolve incidents, service requests, and problem tickets within defined SLAs.
- Perform root cause analysis and implement corrective actions for recurring issues.
- Monitor system performance, availability, and service health.
- Coordinate with L1 support, infrastructure, application, and vendor teams for issue resolution.
- Support change management, release management, and configuration management processes.
- Maintain knowledge base articles, SOPs, and technical documentation.
- Ensure compliance with ITIL processes and organizational policies.
- Participate in system upgrades, patches, and maintenance activities.
- Generate reports and dashboards related to incident trends and service performance.
- Network Monitoring Management: NNMi configuration, SNMP, topology discovery, performance monitoring
- Network Automation: Policy-based configuration management,



compliance auditing, device scripting, IOS upgrades
- Service Management (SMAX): Incident, Change, Request Management, workflow design, business rule configuration
- IT Operations: Root Cause Analysis (RCA), dashboard creation, SLA tracking, trend analysis
- Integrations Tools: NNMi NA SMAX integration, REST/SOAP APIs, Micro Focus Operations Bridge
- Solid analytical, troubleshooting, and communication skills
- Experience working in 24x7 support and on-call environments

CORE COMPETENCIES

- Network Monitoring Management: NNMi configuration, SNMP, topology discovery, performance monitoring
- Network Automation: Policy-based configuration management, compliance auditing, device scripting, IOS upgrades
- Service Management (SMAX): Incident, Change, Request Management, workflow design, business rule configuration
- IT Operations: Root Cause Analysis (RCA), dashboard creation, SLA tracking, trend analysis
- Integrations Tools: NNMi NA SMAX integration, REST/SOAP APIs, Micro Focus Operations Bridge
- Strong analytical, troubleshooting, and communication skills
- Experience working in 24x7 support and on-call environments

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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