Description
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 settings

CORE COMPETENCIES
Network

📌 Sr Engineer Service Delivery Chennai (India)
🏢 Black Box
📍 India