Job DescriptionAbout Position:
NWe are seeking experienced L2 Support Engineers to join our dynamic team in Hyderabad. The ideal candidates will have a robust 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 robust collaboration with internal teams and external vendors.
N
n
Role: L2 Support Engineer N
Location: Hyderabad N
Experience: 8 to 12 Years N
Job Type: Full Time Employment N

nWhat You'll Do:
N
n
Manage and resolve incidents, service requests, changes, and problems using ServiceNow and Jira. N
Provide Level 2 supportfor enterprise applications and business-critical systems. N
Perform root cause analysis and implement corrective and preventive actions. N
Create, maintain, and enhance ServiceNow Client Scripts, Business Rules, and UI Policies. N
Develop and manage reports, dashboards,



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

nExpertise You'll Bring:
N
n
8 to 12 years of experience in Application Support, Production Support, or IT Service

📌 Support Engineer Karnataka
🏢 Persistent Systems
📍 Karnataka