L2 Tools Operation Engineer

1 week ago

MumbaiChennai, India Innova ESI Full time


We are seeking a highly skilled and experienced Tools Operation L2 professional to join our team and play a critical role in supporting and maintaining our IT Service Management (ITSM) tools.


The Ideal Candidate :

Education :
Bachelor's degree in Information Technology (IT), Computer Science (CS), or Master of Computer Applications (MCA) (or higher).

Certifications :

Preferred :

Red Hat Certified Engineer (RHCE), Microsoft Certified Server Administrator (MCSA), or IT Service Management (ITSM) tool certification from HP, ServiceNow, Remedy, etc.


Experience :

  • Minimum 57 years of experience in ITSM tools operations and support.

Technical Skills :

  • Indepth knowledge of ITSM tools, including Ansible, BigFix, Dell OpenManage Enterprise (OME), HP Integrated Remote Support (IRS), DNS & IPAM (specifically Infoblox).
  • Experience with ITSM service configuration, monitoring, and management.
  • Familiarity with DevOps principles and experience supporting CI/CD pipelines.
  • Proficient in dashboard creation and validation.
  • Ability to develop and implement automation scripts to streamline ITSM workflows and daytoday operations.
  • Understanding of patch management and tool upgrade processes with OEM support.
  • Experience with user access management for ITSM tools.

Additional Skills :

  • Strong analytical and problemsolving skills.
  • Excellent communication and collaboration skills.
  • Ability to work independently and as part of a team.
  • Attention to detail and a commitment to accuracy.
  • Experience with report generation and data analysis.

Responsibilities :

  • Provide ongoing support for assigned ITSM tools.
  • Configure, monitor, and manage ITSM services to ensure optimal performance and availability.
  • Develop and implement automation scripts to improve efficiency and reduce manual tasks.
  • Assist with DevOps initiatives by supporting CI/CD pipelines.
  • Create and maintain dashboards to visualize key performance indicators (KPIs) for ITSM tools.
  • Manage user access and permissions for ITSM tools.
  • Perform regular testing and validation of ITSM tools to ensure functionality and accuracy.
  • Participate in patch management and tool upgrade activities.
  • Generate monthly and quarterly reports on ITSM tool performance and utilization.
  • Stay uptodate with the latest ITSM tools and best practices.
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