Job Description

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 r...

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