SolarWinds ITSM & Observability L2 Engineer

Hello candidates,

We are seeking a skilled SolarWinds L2 Engineer to manage, configure, and maintain our SolarWinds Observability (formerly Orion platform modules like NPM, SAM, NTA, VMAN) and SolarWinds ITSM(SolarWinds Service Desk) platforms. In this role, you will ensure full visibility into the hybrid IT infrastructure, fine-tune alerting mechanisms, manage service desk workflows, and resolve escalated technical incidents for our internal consumption and managed service customers. You will play a vital role in minimizing downtime and streamlining IT service delivery across the environment.

Key Roles & Responsibilities

1. SolarWinds Observability & Monitoring Management

• Platform Administration: Maintain health, performance, and licenses for SolarWinds Observability or Orion modules (NPM, SAM, NTA, VNQM, SRM, VMAN).
• Node & Application Onboarding: Discover, add, and configure new network devices, servers, cloud resources (AWS/Azure), and applications.
• Alert & Threshold Tuning: Customize thresholds, suppress noise, and configure intelligent alerting to minimize alert fatigue.
• Dashboard & Reporting: Design custom NOC views, executive dashboards, and scheduled performance reports.
• Troubleshooting: Resolve performance issues related to polling, database connectivity, and agent deployment.
• Demonstration: Showcasing the features and benefits of the tool to the prospective customers

2. SolarWinds ITSM (Service Desk) Administration

• Workflow & Automation: Configure incident, problem, change, and release management workflows within SolarWinds Service Desk.
• Tool Integration: Maintain and troubleshoot the integration between SolarWinds Observability and SolarWinds ITSM to automate ticket creation from alerts.
• Service Catalog Management: Create, update, and optimize Service Catalog items and user-facing forms.
• CMDB Maintenance: Ensure the Configuration Management Database (CMDB) accurately tracks IT assets and configuration items (CIs).
• Access Control: Manage user roles, permissions, routing rules, and queue assignments.

3. Escalation & Incident Management

• L2 Support: Investigate and resolve escalated tickets related to monitoring gaps, false alerts, or ITSM tool glitches.
• Root Cause Analysis (RCA): Partner with L3 engineers or SolarWinds vendor support to resolve complex platform bugs.
• Upgrades & Patching: Assist in planning and executing SolarWinds software upgrades, hotfixes, and agent updates.

Skills & Qualifications

Technical Skills

• Experience: 3 to 5 years of relevant experience in IT infrastructure monitoring and ITSM administration.
• SolarWinds Expertise: Strong hands-on experience with SolarWinds Observability Service Desk (ITSM) and / or any similar tools.
• Sysadmin Foundations: Good understanding of Windows/Linux servers, SNMP, WMI, SSH, and Syslog protocols.
• Networking Concepts: Familiarity with routing, switching, TCP/IP, and NetFlow/Sflow.
• Scripting (Preferred): Basic PowerShell, Bash, or SQL querying skills for custom pollers or API integrations.

Certifications (Preferred)

• SolarWinds Certified Professional (SCP)
• ITIL v4 Foundation certification

Soft Skills

• Strong analytical and troubleshooting mindset.
• Ability to communicate complex technical issues to non-technical stakeholders.

Interested candidates can send me your resume on [HIDDEN TEXT]

Regards,

HR Team