Experience: 4 years
Location: Chandigarh, Jaipur, Pune
Job Summary
We are looking for a
Tier 2 EMS (Element Management System) Engineer to support and maintain our enterprise management and service automation tools. You will handle escalations from Tier 1, perform advanced troubleshooting, and collaborate with cross-functional teams on continuous improvement efforts.
Key Responsibilities
- Incident & Escalation Management: Investigate and resolve EMS-related incidents (Tier 2) in coordination with Tier 1.
- Platform Configuration & Optimization: Maintain and optimize EMS tools such as SMAX, UCMDB, and OBM for reliable service delivery.
- Root Cause Analysis: Conduct in-depth troubleshooting for system or application performance issues, proposing long-term solutions.
- Enhancements & Upgrades: Assist in planning and executing EMS software upgrades, patches, and new feature deployments.
- Documentation & Knowledge Sharing: Maintain detailed troubleshooting guides and share best practices with Tier 1 teams to reduce recurring issues.
Preferred Skills & Tools Experience
- You should have hands-on experience with at least a few of the following EMS tools and solutions:
- SMAX (OpenText Service Management Automation X)
- AM (OpenText Asset Management)
- CIT (Connect-It)
- UCMDB (Universal CMDB)
- OBM (Operations Bridge Manager)
- BVD (Business Value Dashboard)
- BPM (Business Process Monitor)
- RUM (Real User Monitor)
- DIAG (Diagnostics)
- NNMi (Network Node Manager)
- NA (Network Automation)
- SA (Server Automation)
- OO (Operations Orchestration)
- Working knowledge and ITSM process knowledge with any one of the ITSM application.
- Preferred to have: Shell/Bash Scripting + Basic JAVA/PYTHON
Qualifications
- 4 years of experience in an EMS/IT operations support role (or equivalent).
- Strong knowledge of ITIL processes (Incident, Problem, Change) is preferred.
- Familiarity with scripting or automation workflows to enhance system efficiency (using OO or similar) is a plus.
- Solid understanding of network topologies, server environments (Windows/Linux), and basic virtualization.
- Excellent communication and documentation skills for cross-team collaboration.
Additional Details
- Shift Requirements: Position may involve rotating shifts or on-call support for critical incidents.
- Professional Growth: Opportunity to work on cutting-edge EMS solutions and contribute to process improvements across multiple environments.
How To Apply
Interested candidates should send their CV and a short cover letter to [Confidential Information]. Please include
Tier 2 EMS Engineer [Preferred Location] in the subject line.
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