{"id":898831,"url":"https://alion.io/job/black-box-sr-engineer-service-delivery-14","title":"Sr.Engineer - service delivery","company":{"id":704481,"name":"Black Box","domain":"blackbox.com","url":"https://alion.io/company/blackbox-6","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":76,"open_postings":40,"ghost_share":0,"stale_share":0.95,"repost_share":0,"time_to_fill_p50_days":48,"computed_at":"2026-10-27T05:46:45Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chennai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Rest API","optional":false},{"name":"SOAP","optional":false}],"status":"live","first_seen_at":"2026-06-10T00:00:00Z","employer_posted_date":"2026-06-10","last_verified_at":"2026-10-27T15:43:18Z","board_verified":true,"closed_at":null,"days_open":139,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":139},"description":"ITSM L2 Engineer position.\nJob Description \n Role Overview\nWe 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.\nKey Responsibilities\nProvide Level 2 support for ITSM tools Open text - Products - OpenText Network Node Manager i (NNMi), Network Automation (NA), and Service Management Automation X (SMAX) and related applications.\nManage and resolve incidents, service requests, and problem tickets within defined SLAs. \nPerform root cause analysis and implement corrective actions for recurring issues. \nMonitor system performance, availability, and service health. \nCoordinate with L1 support, infrastructure, application, and vendor teams for issue resolution. \nSupport change management, release management, and configuration management processes. \nMaintain knowledge base articles, SOPs, and technical documentation. \nEnsure compliance with ITIL processes and organizational policies. \nParticipate in system upgrades, patches, and maintenance activities. \nGenerate reports and dashboards related to incident trends and service performance.\nNetwork Monitoring & Management: NNMi configuration, SNMP, topology discovery, performance monitoring \nNetwork Automation: Policy-based configuration management, compliance auditing, device scripting, IOS upgrades \nService Management (SMAX): Incident, Change, Request Management, workflow design, business rule configuration \nIT Operations: Root Cause Analysis (RCA), dashboard creation, SLA tracking, trend analysis \nIntegrations & Tools: NNMi-NA-SMAX integration, REST/SOAP APIs, Micro Focus Operations Bridge \nStrong analytical, troubleshooting, and communication skills \nExperience working in 24x7 support and on-call environments\nCORE COMPETENCIES\nNetwork Monitoring & Management: NNMi configuration, SNMP, topology discovery, performance monitoring \nNetwork Automation: Policy-based configuration management, compliance auditing, device scripting, IOS upgrades \nService Management (SMAX): Incident, Change, Request Management, workflow design, business rule configuration \nIT Operations: Root Cause Analysis (RCA), dashboard creation, SLA tracking, trend analysis \nIntegrations & Tools: NNMi-NA-SMAX integration, REST/SOAP APIs, Micro Focus Operations Bridge \nStrong analytical, troubleshooting, and communication skills \nExperience working in 24x7 support and on-call environments","description_format":"text","description_chars":2593,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Infrastructure & Networking Services","Network Equipment","Managed IT Services (MSP)","Systems 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