About the role
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
- 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: 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