Job Description:
Position Purpose
The ITSM L2 Technician is responsible for providing advanced technical support and ensuring the efficient
operation of IT Service Management (ITSM) processes and tools. This role focuses on incident management,
problem resolution, change implementation, and system optimization to meet business requirements and
maintain high service quality. The technician acts as a key escalation point for complex technical issues,
collaborates with cross-functional teams, and contributes to the continuous improvement of ITSM operations.
This position is essential for delivering reliable IT services, enhancing user experience, and supporting the
organization’s strategic IT goals through effective ITSM practices.
Position Responsibilities
1. Creating & managing user/technician profiles to be configured on Service Desk Plus.
2. Diagnostics for performance & ITSM process related issues and Coordinate with OEM for new
requirement and troubleshooting.
3. Design, Create, Deploy and Manage new requirements like new services, categories, Forms, etc.
4. Providing regular reports concerning different PI parameters like SLA, FCR, and Overdue status.
5. Training and providing KT sessions to teams across RBL for better and optimal usage of the
resources available on the tool.
6. Handling Day-to-day activities like access management, user queries, new feature
implementation, etc.
7. Understanding requirements, enhancements, API feasibility check and transform it into Solutions.
8. Tracking new version releases of Service Desk Plus service packs. Providing review and
recommendation for upgrading of Application.
9. Review whether the created Business Rules are working properly or not. Create new Business
rules as and when required.
10. Review whether the created SLAs are working properly or not. Configure SLA parameters as and
when required.
11. Monitor the Request workflow. Create a new workflow as and when required.
12. On call support for identifying, troubleshooting, new requirement & resolving the problem in
coordination with different teams & RBL Bank.
13. Edit/create the Dashboards as per the feasibility.
14. Generate SLA Violated Requests Reports.
15. Generate Request Time spent reports by Category, Requester, and Technician etc.
16. Generate the custom reports as per the RBL Bank requirement.
17. Schedule the reports as per the RBL Bank requirement.
18. Analysing the assets scan failed reports & troubleshoot the failed scan assets.
19. Analytics plus knowledge.
20. Documentation.
21. Tracking and cleanup of License Utilization for all Manage Engine Products.
Qualifications and Experience Requirement
Qualifications
Essential B.Com or any degree
Experience
Essential 7 – 9 years of experience in IT support or service management with at
least 2 years in L2 level
Threshold Competencies
Technical Expertise: Proficient in ITSM processes, including incident management, problem management,
change management, and service request fulfilment.
Basic understanding of IT infrastructure components such as networks, servers, operating systems, and
databases.
Familiarity with scripting or automation for process optimization (tool-specific scripting).
Communication Skills: Clear and effective verbal and written communication for engaging with users,
documenting solutions, and creating reports.
Ability to translate 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.
Attention to detail when updating documentation or managing ITSM tool configurations.
Collaboration and Teamwork: Ability to work effectively with cross-functional teams, including L1 support,
infrastructure teams, and vendors.
Willingness to share knowledge and mentor junior team members.
