L2 Support Engineer for Enterprise Platforms and IT Service Management
Infosys
Work from Office
Full Time
Min. 2 yearsJob Description
Enterprise Platforms and ITSM
- Provide L2 support for ITSM tools, primarily ServiceNow (ITSM, CMDB, HRSD, CSM modules) - Manage service requests, incidents, problems, and changes in alignment with ITIL processes - Support ServiceNow administration/configuration, including workflows, forms, reports, and basic customizations - Maintain and update CMDB data, ensuring accuracy and governance compliance - Support enterprise applications such as SAP environments (functional/technical coordination and basic troubleshooting) - Provide operational support for Mainframe systems (batch monitoring, issue resolution, job handling) - Manage and monitor job scheduling tools like AutoSys, including job creation, troubleshooting failures, and dependency management - Perform root cause analysis and ensure timely resolution of production issues - Collaborate with cross-functional teams for system integrations and incident resolution - Maintain SOPs, knowledge base articles, and platform documentation - Ensure platform stability, compliance, and adherence to SLAsJob role
Job requirements
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