1 month ago

ITSM Tool Administrator Sapphire L2

E-Stone Information Technology Private Limited

On Site
Full Time
₹800,000
Thane, Maharashtra, India
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Job Overview

Job TitleITSM Tool Administrator Sapphire L2
Job TypeFull Time
Offered Salary₹800,000
LocationThane, Maharashtra, India

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Job Description

ITSM Tool Administrator – Sapphire (L2)

Experience: 4–5 Years

Location: Ghansoli

Role Summary

We are looking for an experienced ITSM Tool Administrator (Sapphire – L2) who will be responsible for administration, configuration, optimization, and support of the Sapphire ITSM platform. The role also includes end-user system patching coordination and governance, ensuring platform stability, security, and adherence to ITIL best practices.

Key Responsibilities

ITSM Tool Administration (Sapphire)
  • Act as L2 administrator for the Sapphire ITSM tool.
  • Configure and manage ITSM modules such as: Incident Management, Service Request Management, Change Management, Problem Management, CMDB (Configuration Management Database).
  • Perform tool configuration, customization, and workflow design as per business requirements.
  • Manage user access, roles, permissions, and security profiles.
  • Configure SLAs, OLAs, escalation rules, notifications, and dashboards.
  • Ensure tool availability, performance, and stability.
  • Handle L2 escalations, root cause analysis, and permanent fixes related to the ITSM tool.
  • Coordinate with vendor/support teams for advanced issues, upgrades, and bug fixes.
  • Support tool upgrades, patches, integrations, and enhancements.
Reporting & Governance
  • Create and maintain operational reports, KPIs, and dashboards.
  • Ensure ITSM processes comply with ITIL standards and internal governance.
  • Support internal/external audits related to ITSM processes.
End-User & Server Patching
  • Plan and manage end-user OS and application patching activities (Windows / endpoint systems).
  • Patching of Servers for Wintel & Linux environment.
  • Coordinate with desktop support, infrastructure, and security teams for patch deployment.
  • Monitor patch compliance, success rates, and remediation actions.
  • Ensure patching adheres to security, compliance, and change management policies.
  • Maintain documentation and patching schedules.

Key skills/competency

  • ITSM Tool Administration
  • Sapphire ITSM
  • L2 Support
  • ITIL Framework
  • Incident Management
  • Service Request Management
  • Change Management
  • Problem Management
  • CMDB
  • Patch Management

Tags:

ITSM Tool Administrator
Sapphire ITSM
L2 Support
ITIL
Incident Management
Service Request Management
Change Management
Problem Management
CMDB
Patch Management
System Administration
IT Operations
Windows Patching
Linux Patching
SLA Management
Workflow Automation
e-Stone Information Technology

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How to Get Hired at E-Stone Information Technology Private Limited

  • Tailor your resume: Highlight your 4-5 years of ITSM tool administration experience, specifically with Sapphire or similar tools. Emphasize L2 support, configuration, and ITIL knowledge.
  • Showcase patching skills: Detail your experience in end-user and server patching coordination, Windows/Linux environments, and compliance adherence.
  • Quantify achievements: Use numbers to demonstrate your impact in areas like system uptime, patch compliance rates, or successful module configurations.
  • Prepare for ITIL questions: Be ready to discuss ITIL processes, SLAs, CMDB concepts, and change management during your interview.
  • Network and apply: Reach out to Ruchita Parsekar at ruchita.parsekar@e-stonetech.com with your updated resume to express your interest.

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