service delivery

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: NNMiNASMAX integration REST/SOAP APIs Micro Focus Operations Bridge
• Strong 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: NNMiNASMAX integration REST/SOAP APIs Micro Focus Operations Bridge
• Strong analytical troubleshooting and communication skills
• Experience working in 24x7 support and on-call environments