About Us:

We are calling candidates on behalf of a Software Solutions company headquartered in East Brunswick, NJ. Incorporated in 2003,

It provides solutions across GRC, Technology, Procurement, Healthcare Provider and Oracle domains to customers worldwide.

Job Title: Senior Service Desk Engineer – Unified Operations (NOC/SOC/Service Desk)

Location: Bangalore (Work from Office / Hybrid as applicable)

Work Timing: EST Hours / Weekend / Flexibility for US Support and Major Incidents

Experience: 5–10 Years

Engagement Type: Long-term / Multi-year (Contract / Full-time)

Position Summary

We are seeking a technically strong, hands-on Senior Service Desk Engineer to deliver unified support across

the Service Desk, NOC, SOC coordination, and enterprise AI/LLM tools. The role requires disciplined SOP

execution, strong diagnostic ability, rapid security escalation, high-quality customer communication, and end-

to-end ownership. The engineer must operate as a solution provider—not a scripted order taker—and

continually remain current with the customer technology landscape.

Critical Responsibilities

Service Quality, Ownership & Customer Confidence

 Own incidents and requests from acknowledgement through resolution, validation, documentation,

and closure; communicate impact, progress, risks, dependencies, and next actions clearly.

 Apply hypothesis-driven troubleshooting, verify evidence, identify root cause, prevent recurrence,

and escalate with complete technical context when specialist intervention is required.

 Deliver accurate, right-first-time support that earns customer confidence and demonstrates technical

maturity comparable with the customer’s onsite IT team.

Service Desk, NOC & SOC Operations

 Resolve application incidents across LeapXpert, Claude Code/Cowork, Zoom, Office, Outlook,

OneDrive, Windows, Copilot, GitHub, VS Code, SharePoint, Power Platform, Azure, macOS, Adobe,

Workday, PeopleSoft, Salesforce, Investran, Snowflake, S&P Capital IQ, DocuSign, and related

integrations.

 Use ServiceNow/Jira for ticket lifecycle; ControlUp for approved diagnostics; support Slack/Gizmo Bot

and Zoom; administer/troubleshoot Intune, Jamf MDM, Android/iPhone, UniPrint, VPN, VDI,

endpoint, access, connectivity, and mobile synchronization issues.

 Monitor and respond using Proofpoint, Exchange Online Protection, Entra ID, Defender, Sentinel,

Tenable, Splunk, SentinelOne, Purview, and CrowdStrike; recognize phishing, compromise, malware,

anomalous access,



data exposure, and immediately preserve evidence and follow SOC procedures.

SOP, Security & Knowledge Discipline

 Follow approved SOPs and customer workflows without unauthorized deviation, especially for

joiners/leavers, user disablement, privileged accounts, password incidents, disk cleanup, application

removal, endpoint remediation, and security events.

 Use maker-checker approval for privileged, irreversible, security-sensitive, or business-critical actions;

never bypass approvals or execute assumptions without validation.

 Create and improve Confluence knowledge for missing, changed, or recurring scenarios; capture

diagnostics, decision points, screenshots/evidence, escalation criteria, resolution, validation, and

rollback guidance.

Critical Responsibilities – Continued

AI/LLM Tools Support & Technology Readiness

 Provide hands-on installation, configuration, access, licensing, integration, and user support across

the stated AI/developer, Microsoft/Azure, collaboration, endpoint/mobile, and enterprise-business

application portfolio.

 Diagnose provisioning, authentication, sessions, permissions, connectors, email/mobile

synchronization, model access, response quality, privacy, safety, latency, quota, service availability,

and vendor-dependent issues.

 Remain current through release reviews, hands-on labs, updated troubleshooting guides, knowledge

demonstrations, security drills, and role-based recertification.

Coverage, Handover & Collaboration

 Provide reliable support during assigned early-morning IST shifts, weekends, and US holidays;

maintain readiness, punctuality, availability, and prompt escalation throughout the coverage window.

 Complete structured handovers capturing business impact, timeline, diagnostics, evidence,

SOP/knowledge used, current hypothesis, security implications, pending actions, owner, and next-

update commitment.

 Collaborate closely with onsite customer focals, NOC, SOC, identity, endpoint, cloud, application, and





vendor teams; avoid repeated questions by reviewing ticket history and existing knowledge before

engagement.

 Immediately report any ownership, access, staffing, or service-transition change that could create a

coverage, security, knowledge, or accountability gap.

Required Qualifications

 5–10 years of hands-on enterprise Service Desk or unified operations experience supporting global

customers in structured, SLA-driven environments.

 Robust hands-on use of ServiceNow, Jira, ControlUp, Slack/Gizmo Bot, Zoom, Intune, Jamf,

Android/iPhone, UniPrint, VPN, and VDI, with practical Windows/macOS, Microsoft 365, identity,

endpoint, mobile, network, and application troubleshooting.

 Working knowledge of Proofpoint, Exchange Online Protection, Entra ID, Defender, Sentinel, Tenable,

Splunk, SentinelOne, Purview, CrowdStrike, alert handling, phishing, identity compromise, endpoint

security, escalation, and evidence handling.

 Practical support experience across LeapXpert, Claude Code/Cowork, Copilot, GitHub, VS Code,

SharePoint, Power Platform, Azure, Adobe, Workday, PeopleSoft, Salesforce, Investran, Snowflake,

Capital IQ, DocuSign, and comparable enterprise applications.

 Demonstrated ability to follow controlled procedures precisely, diagnose beyond scripts, manage

multiple priorities, write high-quality tickets and knowledge articles, and communicate confidently

with senior customer stakeholders.

 ITIL 4 Foundation and relevant Microsoft, endpoint, network, cloud, security, or service-management

certification are preferred. Flexibility for early-morning IST, weekend, US-holiday, and major-incident

support is required.

Critical Success Measures

 ≥95% adherence to validated SOPs and knowledge, with contribution toward ≥95% coverage of

repeatable use cases.

 Zero unapproved privileged, irreversible, user-disablement, or security-sensitive actions and 100%

timely security escalation.

 Reduced repeat errors, reopen rates, customer escalations, avoidable handoffs, and mean time to

restore or contain.

 Improved first-contact resolution, right-first-time quality, SLA attainment, CSAT, ticket

documentation, and knowledge reuse.

 100% completion of mandatory security training, production-readiness validation, and scheduled

technology recertification.

 Reliable shift, weekend, and US-holiday coverage with complete handovers and no unreported

ownership transitions.

Pay: Up to ₹3,000,000.00 per year

Work Location: In person

📌 Senior Service Desk Engineer – Unified Operations (NOC/SOC/Service Desk) (India)
🏢 Knowledge Artisans Private
📍 India