ITSM L2 Engineer position.
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 r...