About this 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