ITSM Support Engineer (NOC)

Major ResponsibilitiesITSM Tool Administration: Maintain, troubleshoot, and optimize ITSM tools and system monitoring capabilities.L2 Incident & Problem Management: Provide 2nd-level technical support, lead problem identification, and conduct root-cause analysis (RCA).Change & Release Control: Manage the Change Advisory Board (CAB), record all environment updates in the CMDB, and maintain technical documentation.ITIL Infrastructure Support: Execute and govern key ITIL processes across Capacity, Availability, Configuration, and IT Service Continuity management.Reporting & Optimization: Design operational reports and recommend adjustments to infrastructure performance measures based on business needs.Technical Skillset: ITSM & ITIL: ITIL V3/V4, IT Service Management, Service Operations, ITSM Process Implementation & Optimization. ITSM Tools: ServiceNow, BMC Remedy/Helix, HP Service Manager, ManageEngine ServiceDesk Plus or equivalent. Incident & Problem Management: L2 Support, Incident Resolution, Root Cause Analysis (RCA), Problem Investigation & Troubleshooting. Change Management: Change Request (RFC), Change Advisory Board (CAB), Change Implementation, Impact Assessment & Documentation. Configuration Management: CMDB Administration, Configuration Item (CI) Management, Configuration Tracking & Release Management. NOC & Monitoring: Network Operations, Infrastructure Monitoring, Event Management, Alarm Monitoring & Service Availability. Availability & Capacity Management: Performance Monitoring, Capacity Planning, Resource Utilization & Service Continuity. Monitoring Tools: SolarWinds, Zabbix, Nagios, PRTG, IBM Netcool or equivalent. Reporting & Analytics: SLA/KPI Monitoring, ITSM Dashboards, Performance Reporting, SQL, Power BI & Advanced Excel. Technical Knowledge: TCP/IP, SNMP, DNS, Windows/Linux Servers, Network Troubleshooting & IT Infrastructure. Automation & Integration: ITSM Workflow Automation, API Integration, PowerShell/Python Scripting. Documentation & Compliance: SOPs, Technical Documentation, ITIL Process Compliance & Continual Service Improvement. Preferred Certification: ITIL Foundation V3/V4; ServiceNow or BMC Remedy certification is an advantage.