L2 IT Service Management Technician

About the Company

RBL Bank is one of India’s fastest growing private sector banks with an expanding presence across the country. The Bank offers specialized services under six business verticals namely: Corporate & Institutional Banking, Commercial Banking, Branch & Business Banking, Retail Assets and Treasury and Financial Markets Operations. It currently services over 11.53 million customers through a network of 502 branches; 1,418 business correspondent branches (of which 289 banking outlets) and 414 ATMs spread across 28 Indian states and Union Territories.

Job Role / Title: L2 IT Service Management Technician

Position Purpose:

We are currently hiring for the position of L2 IT Service Management Technician in our Technology department based in Airoli. After reviewing your profile, I believe your skills and experience align well with the requirements of the role, especially in ITSM processes like incident management, problem management, and service request fulfilment.

Position Responsibilities

User/Technician Profile Management:

• Create and manage user and technician profiles on Service Desk Plus, ensuring proper configuration and access control.

Diagnostics and Troubleshooting:

• Perform diagnostics for performance and ITSM process-related issues. Coordinate with OEMs for new requirements and troubleshoot issues efficiently.

Service Design & Deployment:

• Design, create, deploy, and manage new services, categories, forms, etc., in the ITSM tool based on business requirements.

Report Management:

• Provide regular reports on key performance indicators (KPIs) such as SLA compliance, First Call Resolution (FCR), and overdue status, among others.

Training & Knowledge Transfer:

• Conduct training sessions and provide Knowledge Transfer (KT) to teams across RBL to ensure optimal usage of the resources available on the tool.

Day-to-Day Operations:

• Manage day-to-day activities such as access management, user queries, and new feature implementations.

Requirements Gathering & Solution Implementation:

• Understand business requirements, assess enhancement requests, check API feasibility, and transform them into solutions.

Version Upgrades & Patch Management:

• Track new version releases of Service Desk Plus service packs, and provide recommendations for application upgrades.

Business Rule and SLA Management:

• Review and ensure business rules are functioning correctly. Create new business rules and configure SLAs when required.

Request Workflow Monitoring:

• Monitor the request workflow and create new workflows as necessary to meet business requirements.

1. On-Call Support:

• Provide on-call support for identifying, troubleshooting, and resolving issues in coordination with cross-functional teams and RBL Bank.

1. Dashboard Creation & Management:

• Edit and create custom dashboards as required, ensuring relevant data is displayed for decision-making.

1. Custom Reports Generation:

• Generate SLA violation reports, request time-spent reports by category, requester, and technician, and other custom reports as per RBL Bank’s requirements.

1. Asset Management:

• Analyze asset scan failure reports, troubleshoot issues, and ensure proper asset management.

1. Analytics and Documentation:

• Work with analytics tools to produce meaningful insights, and maintain thorough documentation on ITSM processes, issues, and solutions.

1. License Utilization Tracking:

• Track and manage license utilization for all ManageEngine products.

Qualifications

• Essential: B.Com or any related degree.

Experience

• Essential: 3-5 years of experience in IT support or service management, with at least 2 years in an L2 support role.

Technical Expertise

• Proficient in ITSM processes, including incident management, problem management, change management, and service request fulfilment.
• Familiarity with basic IT infrastructure components such as networks, servers, operating systems, and databases.
• Knowledge of scripting or automation for ITSM tool optimization (tool-specific scripting is a plus).

Communication Skills

• Strong verbal and written communication skills for engaging with users, documenting solutions, and generating reports.
• Ability to translate complex technical information into user-friendly language for non-technical stakeholders.

Process Adherence

• Commitment to following ITIL-aligned processes and ensuring compliance with organizational policies and SLAs.
• High attention to detail when managing ITSM tool configurations and updating documentation.

Collaboration & Teamwork

• Ability to work effectively with cross-functional teams, including L1 support, infrastructure teams, and vendors.
• A collaborative approach to knowledge sharing and mentoring junior team members.