L2 Support Agent/Supervisory Remedy

Job Description 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) Requirements SKILL 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.