About Position:

We are seeking experienced L2 Support Engineers to join our dynamic team in Hyderabad. The ideal candidates will have a strong background in incident management, request management, release management, and change management, with a focus on delivering high-quality support services for business-critical applications. This role requires proactive problem-solving capabilities and strong collaboration with internal teams and external vendors.
- Role: L2 Support Engineer
- Location: Hyderabad
- Experience: 8 to 12 Years
- Job Type: Full Time Employment

What You'll Do:
- Manage and resolve incidents, service requests, changes, and problems using ServiceNow and Jira.
- Provide Level 2 support for enterprise applications and business-critical systems.
- Perform root cause analysis and implement corrective and preventive actions.
- Create, maintain, and enhance ServiceNow Client Scripts, Business Rules, and UI Policies.
- Develop and manage reports, dashboards, and basic scripting solutions within the ITSM framework.




- Perform instance cloning activities and support setting management.
- Configure and manage Service Catalog items and associated workflows.
- Design and maintain workflow automations using Flow Designer.
- Coordinate with vendors, developers, infrastructure teams, and stakeholders to investigate and resolve issues efficiently.
- Support release management, deployment coordination, and change implementation activities.
- Monitor system health, service performance, and operational KPIs.
- Maintain technical documentation, knowledge articles, and operational runbooks.
- Participate in incident reviews and continuous service improvement initiatives.
- Ensure adherence to ITSM best practices, governance standards, and SLA commitments.

Expertise You'll Bring:
- 8 to 12 years of experience in Application Support, Production Support, or IT Service Management environments.
- Strong proficiency in Java development and troubleshooting (Mandatory).
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📌 Support Engineer (Bengaluru)
🏢 Persistent Systems
📍 Bengaluru