Level 2 Tools & process Engineer

Overview

• Level-2 Tools and Process engineers are responsible for all administrative task of
• managing the ITSM tools and process for the operations.
• Job Responsibilities:.
• Responsible for all administrative task of managing the ITSM tools and process
• for the operations
• Provide troubleshooting for ITSM tools and continuously enhance the process
• and tool implementations
• Gather inputs from operations team and other stake holders and Recommend
• process improvement and tool enhancements.
• co-ordination with L3 / vendors for Permanent Fixes
• implementation of fault fixes and patches for Problems
• Change & Configuration Management for ITSM process and tools
• Implementing changes as per agreed change management process
• Support on Asset Management

General Skills

• Verbal and written communication skills
• Listening skills
• Customer service orientation
• Organizational skills
• Attention to detail
• Judgment
• Adaptability
• Team work
• Stress tolerance
• Resilience
• Analyzing Information
• Professionalism
• Education, Technical skills and Experience Requirements
• University Degree in Computer related field or equivalent education required

• ITIL Foundation Certified

• Good knowledge and hands on experience on Manage engine
• Process and tools build Experience of at least 5 years
• Knowledge and Experience with monitoring and configuration management modulesuch as the below

 Network Performance Monitor

 IP Address Manager

PowerPoint and Adobe Acrobat