Sr.Engineer - service delivery
ChennaiFull-timeSenior levelPosted 5 months ago
Senior engineering role at Black Box Careers in Chennai.
About the role
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.
What you'll do
- Provide Level 2 support for ITSM tools Open text – Products - OpenText Network Node Manager i (NNMi), Network Automation (NA)
- 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
What you need
- Root cause analysis
- ITIL
- iOS
- SOP writing