Sr.Engineer - service delivery

Black Box; Chennai District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Black Box seeks an ITSM L2 Engineer to support and maintain IT Service Management processes and platforms in a 24x7 environment. The role covers incident resolution, service requests, problem analysis, and adherence to ITIL practices across NNMi, NA, and SMAX.

The candidate will work with L1, infrastructure, application, and vendor teams to resolve issues, perform RCA, and develop knowledge base content. Strong analytical and communication skills are essential.

Qualifications

• Experience in ITSM tools and ITIL processes.
• Proven incident resolution and service request handling in L2 support.
• Experience with 24x7 support and on-call environments.
• Strong troubleshooting and communication skills.

Responsibilities

• Provide Level 2 support for ITSM tools NNMi, NA, and 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, infrastructure, app, and vendor teams for issue resolution.
• Support change, release, and configuration management processes.
• Maintain knowledge base articles, SOPs, and technical documentation.
• Ensure ITIL processes and organizational policies are followed.
• 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: 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.

Skills

Network Monitoring

Network Automation

SMAX Service Mgmt

IT Operations

Integrations & APIs

Analytical skills

24x7 Support

Tools

OpenText NNMi

OpenText NA

SMAX

REST APIs

SOAP APIs

Micro Focus Operations Bridge

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