Sr.Engineer - service delivery

Black Box; Chennai District; On-site; INR 600,000 - 900,000; Full time

Job summary

Black Box is looking for an ITSM L2 Engineer to support IT Service Management processes. Responsibilities include handling Level 2 support for ITSM tools, managing incidents, and ensuring adherence to ITIL best practices.

The ideal candidate must have strong analytical skills and experience in 24x7 support environments. A proactive approach to incident resolution and compliance with ITIL processes is crucial.

Qualifications

• Experience in Level 2 support in IT Service Management.
• Strong knowledge of ITIL best practices.
• Ability to perform root cause analysis and implement solutions.

Responsibilities

• Provide Level 2 support for ITSM tools.
• Manage and resolve incidents and service requests.
• Monitor system performance and availability.

Skills

Analytical skills

Troubleshooting

Communication

Network Monitoring

Service Management (SMAX)

Tools

Open Text - Products

NNMi

Service Management Automation X

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 (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