SMAX Engineer

About this opportunity

Seeking a skilled SMAX Engineer with hands-on experience in cloud-native environments (Kubernetes/OpenShift). The role involves managing SMAX deployed as microservices (pods) integrated with PostgreSQL, Elasticsearch, and Kafka, along with handling automation, reporting, and production support. The candidate will play a key role in L2/L3 operations, ensuring platform stability, resolving incidents within SLA, and driving continuous improvements through automation and optimization.

What you will do

• Implement, configure, and support SMAX (Service Management Automation X)
• Provide L2/L3 support for Incident, Problem, Change, and Request Management
• Manage and resolve tickets (TTs) ensuring SLA adherence
• Perform root cause analysis (RCA) and implement preventive measures
• Support CR deployments, patches, and upgrades
• Coordinate with L1/L3 teams and stakeholders for issue resolution
• Manage SMAX deployed as microservices on Kubernetes/OpenShift
• Integrate SMAX with: uCMDB, OBM, IAM, and other enterprise tools
• Work with backend components: PostgreSQL (primary database), Elasticsearch (search and indexing), Kafka (event streaming/messaging layer)
• Work with PostgreSQL database for reporting and data analysis
• Write and optimize SQL queries for: Incident, Change, and Request data extraction
• Support custom reports, dashboards, and KPIs
• Perform: Data validation, Data reconciliation, Basic query performance tuning

The skills you bring

• Hands-on experience with SMAX / ITSM tools
• Strong knowledge of Kubernetes or OpenShift
• Good understanding of microservices and container-based architecture
• Experience with: PostgreSQL / SQL querying, Elasticsearch and Kafka (preferred), REST APIs and integrations
• Strong troubleshooting and analytical skills
• Knowledge of ITIL processes (Incident, Change, Problem Management)

Good to Have

• Experience with HPSM, HPSA, OBM, NNMi, uCMDB