BMC Remedy L2 Support Engineer

Elance Group; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

Elance Group is seeking an experienced IT Operations professional to manage day-to-day BMC Remedy ITSM operations in Gurugram. You will handle configuration, administration, troubleshooting, and on-call support to ensure high availability and performance of the Remedy environment.

The role requires hands-on Remedy ITSM expertise (20.x+), AR System administration, and strong ITIL knowledge. You will work with vendors and L3 teams on incidents, changes, and SIT for integrations.

Qualifications

• Minimum 3 years of hands-on experience in Technical Operations and L2 Support for the BMC Remedy ITSM Suite.
• Hands-on experience with Remedy configuration, administration, web services, and REST API integrations.
• Strong understanding of ITIL concepts with practical experience administering and developing on BMC Remedy/Helix ITSM version 20.x or later.
• Good knowledge of AR System Administration, ITSM, and Remedy fundamentals.
• Experience with configuration and customization of Remedy ITSM modules.
• Experience integrating fault management tools with Remedy.
• Ability to quickly understand existing schemas, custom workflows, and application architecture.
• Hands-on experience in Remedy application-level and server-level troubleshooting.
• Working knowledge of Linux/UNIX commands.
• Good working knowledge of Microsoft Excel and PowerPoint.
• Strong verbal and written communication skills.
• Strong analytical and problem-solving skills.

Responsibilities

• Perform L2 operational support activities for the BMC Remedy application.
• Execute configuration, administration, and customization activities in Remedy.
• Troubleshoot application issues and perform log analysis.
• Conduct System Integration Testing (SIT) for new integrations.
• Understand business requirements and implement advanced configurations to meet business needs.
• Create and maintain Knowledge Base (KB) articles and Standard Operating Procedures (SOPs) for routine operational activities.
• Provide 24x7 operational support to the Operations team.
• Be available for on-call and weekend support, as required.
• Coordinate with the product vendor to resolve product-related issues.
• Coordinate with L3 support teams and business users for incident, problem, and change management activities.

Skills

L2 support

ITIL concepts

Troubleshooting

Analytical thinking

Communication skills

Linux/UNIX commands

Education

Bachelor's degree in Engineering/CS/IT

Tools

Remedy ITSM

AR System Administration

Web services

REST API integrations

Linux/UNIX

Job description

• Responsible for the day-to-day operations of the BMC Remedy application.
• Responsible for the administration, configuration, and troubleshooting of the BMC Remedy application.

Key Responsibilities

• Perform L2 operational support activities for the BMC Remedy application.
• Execute configuration, administration, and customization activities in Remedy.
• Troubleshoot application issues and perform log analysis.
• Conduct System Integration Testing (SIT) for new integrations.
• Understand business requirements and implement advanced configurations to meet business needs.
• Create and maintain Knowledge Base (KB) articles and Standard Operating Procedures (SOPs) for routine operational activities.
• Provide 24x7 operational support to the Operations team.
• Be available for on-call and weekend support, as required.
• Coordinate with the product vendor to resolve product-related issues.
• Coordinate with L3 support teams and business users for incident, problem, and change management activities.

Required Experience

• Minimum 3 years of hands-on experience in Technical Operations and L2 Support for the BMC Remedy ITSM Suite.
• Hands-on experience with Remedy configuration, administration, web services, and REST API integrations.
• Strong understanding of ITIL concepts with practical experience administering and developing on BMC Remedy/Helix ITSM version 20.x or later.
• Good knowledge of AR System Administration, ITSM, and Remedy fundamentals.
• Experience with configuration and customization of Remedy ITSM modules.
• Experience integrating fault management tools with Remedy.
• Ability to quickly understand existing schemas, custom workflows, and application architecture.
• Hands-on experience in Remedy application-level and server-level troubleshooting.
• Working knowledge of Linux/UNIX commands.
• Good working knowledge of Microsoft Excel and PowerPoint.
• Strong verbal and written communication skills.
• Strong analytical and problem-solving skills.

Preferred Skills

• Knowledge of Helix Dashboards.
• Knowledge of Red Hat OpenShift (OCP) infrastructure.
• Exposure to Netcool.
• Exposure to Oracle databases.

Educational Qualification

• Bachelor's degree in engineering, Computer Science, Information Technology, or any equivalent graduate degree.