System Administrator

We are looking for an experienced and detail‑oriented Level 2 Tools & Process Engineer to join our growing IT Operations team. The ideal candidate will be responsible for managing ITSM tools, supporting operational processes, implementing enhancements, and ensuring smooth day‑to‑day administration of enterprise tools and processes.

• Manage and administer ITSM tools and operational processes
• Troubleshoot ITSM tools and continuously improve tool/process implementation
• Gather operational requirements and recommend process enhancements
• Coordinate with L3 teams/vendors for permanent fixes and resolutions
• Implement fault fixes, patches, and problem management solutions
• Implement changes as per agreed change‑management procedures

• Strong verbal and written communication skills
• Excellent customer service orientation and teamwork skills
• Strong analytical and organizational abilities
• Attention to detail, adaptability, and professionalism
• Ability to work under pressure with resilience and stress tolerance
• University Degree in Computer Science or related field (or equivalent experience)
• Minimum 5 years of experience in process and tools management/build activities
• Hands‑on experience with Manage Engine tools
• Good knowledge of
  • Network Performance Monitor
  • Traffic Analyzers
  • Configuration Manager
  • IP Address Manager
  • Server & Application Monitor
  • Operations Console
• Proficiency in Microsoft Word, Excel, Outlook, PowerPoint, and Adobe Acrobat