L2​/L3 Support & Maintenance Engineer - RightFax

If you want to be part of an inclusive, adaptable, and forward-thinking organization, we are currently seeking an Applications L2/L3 Support & Maintenance Engineer - Right Fax to join our team in Bangalore, Karnātaka (IN-KA), India (IN). The role requires working from the designated ODCs in Noida, Bangalore, or Hyderabad and adhering to the assigned 24x7 shift roster.

We are seeking an experienced Applications L2/L3 Support & Maintenance Engineer with expertise in Open Text Right Fax to provide operational support, administration, maintenance, troubleshooting, and minor enhancements for enterprise faxing solutions. The role will be responsible for ensuring the stability, availability, performance, and security of the Right Fax environment while supporting business users and coordinating with infrastructure, database, and vendor support teams.

• Provide L2/L3 support for Right Fax applications and related faxing services.
• Investigate, troubleshoot, and resolve incidents, service requests, and production issues within SLA timelines.
• Perform root cause analysis (RCA) for recurring issues and implement preventive measures.
• Monitor application performance, fax queues, integrations, and system health proactively.
• Support day-to-day Right Fax administration and operational activities.

• Perform routine maintenance activities including patch validation, upgrades, configuration reviews, and system optimization.
• Plan and execute Right Fax software patching, testing, and deployment activities.
• Manage application health checks and ensure optimal system performance.
• Identify and mitigate capacity, performance, and availability issues.

• Manage incidents, service requests, problems, and change requests using ITSM tools.
• Coordinate with infrastructure, database, network, and security teams for issue resolution.
• Participate in production releases and change implementation activities.
• Support disaster recovery, failover testing, and business continuity activities.

• Create, modify, disable, and manage Right Fax user accounts and fax numbers.
• Support access requests, role management, routing configurations, and mailbox management.
• Maintain user profiles, distribution lists, and fax routing configurations.

• Act as the primary liaison with Open Text/Right Fax vendor support for complex issues.
• Coordinate troubleshooting efforts between business users, infrastructure teams, and external vendors.
• Track vendor cases through resolution and communicate status updates to stakeholders.

• Develop and maintain operational runbooks, SOPs, knowledge articles, and support documentation.
• Ensure compliance with organizational security, audit, and data governance policies.
• Support audit requests and maintain operational records.

• Strong experience supporting Open Text Right Fax environments.
• Right Fax Enterprise Manager.
• Fax Server Administration.
• Fax Routing & DID Configurations.
• Right Fax Integrations.
• Fax Queue Monitoring.
• User Administration.
• Windows Server Administration.
• IIS.
• Active Directory.
• SQL Server.
• SMTP/Email Systems (Exchange/O365).
• Networking fundamentals.
• Experience with ITSM tools such as Service Now, Remedy, or similar platforms.
• Understanding of application monitoring and alert management tools.

• Experience supporting Right Fax integrations with ERP, EMR/EHR, Document Management, or Enterprise Applications.
• Familiarity with scripting and automation using Power Shell.
• Knowledge of High Availability (HA) and Disaster Recovery (DR) configurations.
• Vendor management experience.

• Bachelor’s…