Job Description – Service Desk technical Expert L3/L4 – Unified Operations (NOC/SOC/Service Desk)

About Us:

Atlas Systems Inc. is a Software Solutions company headquartered in East Brunswick, NJ. Incorporated in 2003, Atlas provides solutions across GRC, Technology, Procurement, Healthcare Provider and Oracle domains to customers worldwide.

For more information, please visit https://www.atlassystems.com/

https://atlas.bamboohr.com/careers/616

Job Title: Service Desk technical Expert L3/L4 – 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: 12–15 Years

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

Position Summary

We are seeking a hands-on Service Desk technical Expert L3/L4 to transform and technically govern unified Service Desk, NOC, SOC coordination, AI/LLM tools support, and service automation. The role will close technical and knowledge-maturity gaps, rebuild customer confidence,



establish disciplined operating controls, and develop a high-performing team capable of solving complex issues rather than following scripts or acting as order takers.

Critical Responsibilities

Service Recovery, Quality & Customer Confidence
- Lead service recovery through root-cause analysis, corrective/preventive actions, named owners, due dates, validation evidence, and customer-visible improvement scorecards.
- Review escalations and repeat errors for technical diagnosis, SOP compliance, security response, communication, escalation, and closure quality; eliminate systemic recurrence.
- Act as a credible technical solution partner to customer IT teams and ensure offshore problem-resolution maturity is comparable with onsite expectations.

Technical Operations & Security
- Define architecture, governance, integrations, observability, and operating standards across ServiceNow, Jira, ControlUp, Slack with Gizmo

📌 -GP-Service Desk technical Expert/– Unified Operations (Bengaluru)
🏢 Atlas Systems
📍 Bengaluru