Sr Engineer - Service Delivery

Black Box; Chennai District; On-site; INR 700,000 - 1,000,000; Full time

Job summary

Black Box in Chennai, India seeks an ITSM L2 Engineer to support and maintain ITSM platforms. You will handle Level 2 incidents, service requests, and problem analysis, ensuring ITIL-compliant processes and adherence to SLAs.

Responsibilities include coordinating with L1, infrastructure, and vendors, performing RCA, and contributing to dashboards and knowledge base updates. This role requires strong communication and 24x7 support experience.

Qualifications

• Experience handling Level 2 ITSM support in an enterprise environment.
• Strong knowledge of ITIL processes, incident/problem/change lifecycle.
• Ability to work 24x7 and coordinate with multiple teams.

Responsibilities

• Provide Level 2 support for ITSM tools OpenText NNMi, NA, and SMAX and related apps.
• Manage and resolve incidents, service requests, and problem tickets within SLAs.
• Perform root cause analysis and implement corrective actions for recurring issues.
• Monitor system performance, availability, and service health.
• Coordinate with L1, infrastructure, application, and vendor teams for resolution.
• Support change management, release management, and configuration management processes.
• Maintain knowledge base articles and technical documentation.
• Participate in system upgrades, patches, and maintenance activities.
• Generate incident trend dashboards and service performance reports.

Skills

ITSM

L2 support

Incident management

Problem analysis

ITIL practices

SLA management

Communication skills

Tools

OpenText NNMi

Network Automation (NA)

SMAX

REST/SOAP APIs

Micro Focus Operations Bridge

SNMP

IOS upgrades

Job description

Job Description

ITSM L2 Engineer position.

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