L2 Support agent/Supervisory remedy

We are seeking a skilled L2 Support Agent/Supervisory with expertise in BMC Remedy to join our client. As an L2 Support Agent/Supervisory Remedy, you will be responsible for providing second-level technical support to end-users, supervising the L1 support team, and ensuring the smooth operation of BMC Remedy applications and systems.

RESPONSIBILITIES:

• DR readiness review and test (document TRP, perform DR failover)
• Service Catalog Maintenance (e.g. Remedy SC)
• Password changes (System accounts)
• Foundation data audit (repair data misalignments)
• complex user requests (e.g. low-code configuration)
• Security patching, vulnerability remediation
• Log and Implement Changes as per Release schedule / Urgent Incident Fixes
• minor system configuration (e.g. dropdown list changes, system configuration)
• Attend Major Incident Boilers (P1 and P2 incidents)
• Log problem cases with OEM, ensure SLAs are met
• Test and deploy application patches/fixes
• Implement workarounds where OEM fixes are pending
• System maintenance (e.g. DB indexing, )
• Remediate data errors (e.g. foundation data, transactional data)
• OEM incident report
• Incident reports
• Environment management (e.g. QA snapshots)

RequirementsSKILL SET(Remedy):

• Exp. in Remedy Administration and Remedy application configuration.
• Hands-on knowledge on UNIX commands, shell scripts, Database SQL, DB Indexing, etc.
• Hands-on knowledge in system administration, installation, configuration and upgrade of BMC Remedy suite of products.