Sr.Engineer - 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: 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