L2 Support Engineer

Persistent; Bengaluru; On-site; INR 1,400,000 - 2,300,000; Full time

Benefits offered by this job

Competitive compensation

Growth opportunities

Cutting-edge tech

Health check-ups

Insurance coverage

Long Service awards

Flexible work hours

Hybrid work

Job summary

Persistent is seeking an L2 Support Engineer in Hyderabad with 8–12 years of experience in Application/Production Support. You will manage incidents, service requests, changes, and problems using ServiceNow and Jira, while diagnosing root causes and implementing preventive actions.

You will design and maintain ServiceNow scripts, runbooks, and catalogs, and collaborate with vendors, developers, and IT teams to ensure reliable enterprise applications and strong SLA compliance.

Qualifications

• 8–12 years of experience in Application/Production Support or ITSM environments.
• Strong Java development and troubleshooting skills are mandatory.
• Extensive hands-on experience with ServiceNow and ITSM processes.
• Experience with incident, request, change, problem, and release management.
• Experience creating and managing ServiceNow scripts, rules, and catalogs.

Responsibilities

• Manage and resolve incidents, service requests, changes, and problems using ServiceNow and Jira.
• Provide Level 2 support for enterprise applications and business-critical systems.
• Perform root cause analysis and implement corrective and preventive actions.
• Create, maintain, and enhance ServiceNow Client Scripts, Business Rules, and UI Policies.
• Develop reports, dashboards, and basic scripting within the ITSM framework.
• Coordinate with vendors, developers, and infrastructure teams to resolve issues efficiently.
• Support release management, deployment coordination, and change implementation activities.
• Monitor system health and service performance against KPIs.

Skills

Java development

ServiceNow

Incident Management

Request Management

Release Management

Change Management

ITSM processes

Jira

Root cause analysis

Stakeholder communication

Education

ITIL certification (any level)

Bachelor's degree in IT / Computer Science

Tools

Flow Designer

Job description

About Position:

We are seeking experienced L2 Support Engineers to join our dynamic team in Hyderabad. The ideal candidates will have a strong background in incident management, request management, release management, and change management, with a focus on delivering high-quality support services for business-critical applications. This role requires proactive problem-solving capabilities and strong collaboration with internal teams and external vendors.

• Role: L2 Support Engineer
• Location: Hyderabad
• Experience: 8 to 12 Years
• Job Type: Full Time Employment

What You'll Do:

• Manage and resolve incidents, service requests, changes, and problems using ServiceNow and Jira.
• Provide Level 2 support for enterprise applications and business-critical systems.
• Perform root cause analysis and implement corrective and preventive actions.
• Create, maintain, and enhance ServiceNow Client Scripts, Business Rules, and UI Policies.
• Develop and manage reports, dashboards, and basic scripting solutions within the ITSM framework.
• Perform instance cloning activities and support environment management.
• Configure and manage Service Catalog items and associated workflows.
• Design and maintain workflow automations using Flow Designer.
• Coordinate with vendors, developers, infrastructure teams, and stakeholders to investigate and resolve issues efficiently.
• Support release management, deployment coordination, and change implementation activities.
• Monitor system health, service performance, and operational KPIs.
• Maintain technical documentation, knowledge articles, and operational runbooks.
• Participate in incident reviews and continuous service improvement initiatives.
• Ensure adherence to ITSM best practices, governance standards, and SLA commitments.

Expertise You'll Bring:

• 8 to 12 years of experience in Application Support, Production Support, or IT Service Management environments.
• Strong proficiency in Java development and troubleshooting (Mandatory).
• Extensive hands-on experience with ServiceNow.
• Strong understanding of Incident Management, Request Management, Change Management, Problem Management, Release Management.
• Experience creating and managing Client Scripts, Business Rules, UI Policies, Service Catalogs, Flow Designer Workflows.
• Strong knowledge of ITSM processes and industry best practices.
• Experience with Jira for project management and issue tracking.
• Experience in report creation, operational reporting, and dashboard development.
• Familiarity with scripting and workflow automation within ServiceNow.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to perform root cause analysis and drive long-term resolutions.
• Excellent verbal and written communication skills.
• Strong stakeholder management and customer service orientation.
• Ability to work under pressure and manage multiple priorities simultaneously.
• Experience supporting enterprise applications in production environments.
• Familiarity with Agile delivery methodologies and support processes.
• ServiceNow Administration or ITSM certifications.
• Hands-on experience with ServiceNow Flow Designer.
• Experience in service catalog design and management.
• Knowledge of release and deployment management processes.
• Familiarity with automation initiatives and operational excellence frameworks

Benefits:

• Competitive salary and benefits package
• Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Annual health check-ups
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Values-Driven, People-Centric & Inclusive Work Environment:

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

• We support hybrid work and flexible hours to fit diverse lifestyles.
• Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment

"Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind."