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L2 Tools Operation Engineer
4 months ago
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 5-7 years of experience in ITSM tools operations and support.
Technical Skills :
- In-depth 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 day-to-day 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 problem-solving 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 up-to-date with the latest ITSM tools and best practices.