L2 Tools Operation Engineer

2 weeks ago

chennai, 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 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.

(ref:hirist.tech)

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