1 month ago
ITSM Tool Administrator Sapphire L2
E-Stone Information Technology Private Limited
On Site
Full Time
₹800,000
Thane, Maharashtra, India
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
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.
Frequently Asked Questions
Find answers to common questions about this job opportunity
01What is the primary ITSM tool used at e-Stone Information Technology Private Limited for this role?
02What level of support is expected for the ITSM Tool Administrator role?
03Does the ITSM Tool Administrator role involve server patching?
04What ITIL knowledge is required for the ITSM Tool Administrator position?
05Is experience with similar enterprise ITSM tools acceptable if I don't have direct Sapphire experience?
06What are the key modules of the Sapphire ITSM tool that need to be managed in this role?
07Are there opportunities for professional development, such as ITIL certifications, at e-Stone?
08What specific reporting and governance tasks are involved in this ITSM Administrator position?
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