IT Automation & Architecture :

- Support the IT automation function, driving initiatives that reduce repetitive work and scale operations efficiently.
- Identify repetitive Tier 1 tasks and drive end-to-end automation from identification through build, testing, and measurement.
- Evaluate and build AI-augmented automation where it reduces toil - e.g. intelligent ticket triage, SOC alert summarisation, AI-assisted knowledge base drafting.
- Mentor team on automation best practices and review technical designs before deployment.

Team Leadership & Execution :

- Manage India-based Service Desk team with daily coordination with US managers.
- Ensure clear direction, track progress, remove blockers, and escalate capacity constraints to the Director.
- Monitor team performance against SLAs, quality standards, and service desk metrics.
- Lead new employee onboarding sessions.

Hands-On Technical Contribution :

- Resolve tickets across hardware, software, network, and user access; handle overflow and critical issues.
- Perform desktop administration : software deployment, system configuration, user provisioning, and hardware lifecycle management.
- Create and maintain knowledge base articles and process documentation.

Security & People Development :

- Oversee Tier 1 SOC operations : triage, alert response,



and adherence to incident response playbooks.
- Coach, mentor, and support growth opportunities for India-based engineers; hire and develop top technical talent.

Tech Stack &

Requirements :

- 8 years in IT engineering or Service Desk operations, including hands-on automation engineering (scripting, API integrations, or workflow orchestration).
- 4 years managing or leading technical support teams in matrixed or distributed organizations.
- Deep proficiency in PowerShell or Python;

experience building scalable IT automation workflows.

- Strong hands-on experience with Freshservice (or similar ITSM), including workflow orchestration and API integrations.
- Experience integrating AI/LLM capabilities into IT workflows via API, SDK, or prompt engineering.
- Experience with Active Directory, M365, Jamf, and endpoint management via Intune and/or Jamf.
- Working knowledge of EDR platforms, firewalls, and incident response; familiarity with ITIL or equivalent frameworks.
- Excellent English communication skills; self-motivated with strong follow-through.
- Comfortable balancing hands-on technical work with management in a US-directed, India-based structure.
- Flexible to accommodate daily cross-timezone coordination (India - US).
- Degree in Computer Science.

📌 Senior Manager - Service Desk & IT Automation (India)
🏢 Hunterz Research
📍 India