• Job Title: Service Desk Technical Expert L3/L4 – Unified Operations
• Location: Bangalore, India
• Work Mode: Work from Office / Hybrid, as applicable
• Experience: 12–15 years
• Work Schedule: US Eastern Time (EST) hours, including weekends, US holidays, and flexibility for major incidents
• Employment Type: Long-term / Multi-year Contract or Full time

Position Summary
We are seeking a hands-on technical leader to strengthen and govern unified Service Desk operations across IT support, NOC, SOC coordination, AI/LLM tool support, and service automation.
The role requires deep technical troubleshooting, architecture and operational governance, incident and problem management, security controls, and automation expertise. The successful candidate will improve service quality, close knowledge gaps, strengthen customer confidence, and build a technically capable team that resolves complex issues independently rather than relying on scripts or manual workarounds.
Key Responsibilities
1. Service Recovery, Quality and Customer Confidence




• Lead service recovery through root-cause analysis (RCA), corrective and preventive actions, accountable owners, due dates, and validation evidence.
• Establish customer-visible service improvement scorecards and track recurring issues.
• Review escalations, repeat incidents, SOP compliance, security response, communication, and closure quality.
• Eliminate recurring technical issues and improve offshore support maturity to meet onsite expectations.
• Act as a trusted technical partner to customer IT teams.

2. Technical Operations and Security Governance
• Define architecture, integrations, observability, and operating standards across ServiceNow, Jira, ControlUp, Slack/Gizmo Bot, Zoom, Intune, Jamf MDM, mobile devices, UniPrint, VPN, VDI, and ITSM/ITOM services.
• Implement maker-checker controls and mandatory quality gates for joiner/mover/leaver workflows, account disablement, privileged access, password incidents, phishing, endpoin

📌 Service Desk Technical Expert/– Unified Operations (Bengaluru)
🏢 Knowledge Artisans Private
📍 Bengaluru