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e-Stone Information Technology Private Limited

ITSM Tool Administrator – Sapphire (L2)

e-Stone Information Technology Private Limited · Thane, Maharashtra, India

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  • On site
  • Full-time
  • ₹800,000 / year
  • Thane, Maharashtra, India

Job highlights

  • Administer Sapphire ITSM tool as L2 support.
  • Configure ITSM modules and manage user access.
  • Develop reports, dashboards, and ensure ITIL compliance.
  • Coordinate end-user and server patching activities.
  • Collaborate with teams for system stability and security.

About the role

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

Skills & topics

  • 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

How to get hired

  • 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.

Technical preparation

Master Sapphire ITSM configuration and workflows.,Practice ITIL processes: Incident, Problem, Change.,Prepare for L2 escalation and root cause analysis.,Familiarize with Windows/Linux server patching.

Behavioral questions

Describe a complex ITSM issue you resolved.,How do you prioritize multiple critical tasks?,Explain your experience managing user access controls.,How do you ensure compliance with ITIL standards?

Frequently asked questions

What is the primary ITSM tool used at e-Stone Information Technology Private Limited for this role?
The primary ITSM tool for the ITSM Tool Administrator (Sapphire L2) role at e-Stone Information Technology Private Limited is Sapphire. Your responsibilities will involve its administration, configuration, optimization, and support.
What level of support is expected for the ITSM Tool Administrator role?
This role is for an L2 ITSM Tool Administrator. You will be responsible for handling escalated issues, performing root cause analysis, and implementing permanent fixes for the Sapphire ITSM tool.
Does the ITSM Tool Administrator role involve server patching?
Yes, the ITSM Tool Administrator role includes coordinating and managing patching activities for both end-user systems (OS and applications) and servers across Wintel and Linux environments.
What ITIL knowledge is required for the ITSM Tool Administrator position?
A solid understanding of the ITIL framework and ITSM processes is required. This includes knowledge of Incident Management, Service Request Management, Change Management, Problem Management, and CMDB.
Is experience with similar enterprise ITSM tools acceptable if I don't have direct Sapphire experience?
While strong hands-on experience with Sapphire ITSM is preferred, proven experience with similar enterprise ITSM tools is also valued for this role. Be prepared to highlight transferable skills and knowledge.
What are the key modules of the Sapphire ITSM tool that need to be managed in this role?
The key modules include Incident Management, Service Request Management, Change Management, Problem Management, and CMDB (Configuration Management Database). You will be responsible for their configuration and management.
Are there opportunities for professional development, such as ITIL certifications, at e-Stone?
While not explicitly stated, ITIL V3/ITIL 4 certification is listed as a 'Preferred/Good To Have.' Pursuing such certifications could enhance your candidacy for this ITSM Tool Administrator role and demonstrate your commitment to IT service management best practices.
What specific reporting and governance tasks are involved in this ITSM Administrator position?
You will be responsible for creating and maintaining operational reports, KPIs, and dashboards. Additionally, you'll ensure ITSM processes comply with ITIL standards and internal governance, and support audits.
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