IT Service and Operations Professional

About the Role

L2 Technical Analyst supporting software development and customer needs.

Key Responsibilities

• Own and resolve L2 incidents, perform advanced triage, log analysis, and fix orchestration.
• Maintain transparent stakeholder communication and timely incident updates.
• Fulfill L2 Standard service requests raised by Business Units with appropriate SoD and least-privilege practices.
• Support user provisioning/entitlement reviews in line with Siemens ISMS controls.
• Adhere to ITIL/ITSM processes (Incident/Change/Problem), ISMS, data protection (e.g., GDPR), and audit requirements.
• Ensure logging, monitoring, and evidence are complete for controls and audits; remediate findings promptly.
• Serve as the bridge between Business users/Customers, L3/DevOps, Infrastructure, Cybersecurity, and Business Operations.
• Identify automation opportunities (e.g., self-healing, alert tuning, runbook automation) and drive CIP/Lean improvements.
• Provide operational reporting (SLA, MTTR, incident trends, service health) and contribute to service reviews.

Requirements & Tech Stack

• Solid experience in application/production support and integrations (APIs, queues, file transfers).
• Databases/SQL: Issue analysis, data validation, and performance triage.
• Familiarity with ServiceNow (tickets, CMDB, change), Jira for ops tasks.

Qualifications

• Analytical, structured problem-solver with strong ownership and customer focus.
• Clear, concise communicator for technical and business stakeholders.
• Bachelor’s in Computer Science/IT/Engineering (or equivalent experience).
• ITIL Foundation preferred.
• Exposure to ISMS/audit environments is a plus.