Hiring: Service Desk Technical Expert L3/L4 – Unified Operations (NOC/SOC/Service Desk)

We are looking for a highly experienced Service Desk Technical Expert L3/L4 to lead enterprise IT operations, technical governance, security coordination, AI/LLM tools support, and service automation for a global software solutions company.

Location: Bangalore

Experience: 12–15 Years

Work Mode: Work from Office / Hybrid, as applicable.

Interested can apply

https://www.jobsify.ai/jobs/service-desk-technical-expert-l3-l4-unified-operations-noc-soc--83893156-efbc-4179-b017-e00adf248e47/apply

Key Responsibilities

Lead L3/L4 technical escalations, root-cause analysis, service recovery, and customer confidence improvement.

Govern unified Service Desk, NOC/SOC coordination, ITSM/ITOM, major incidents, and security operations.

Drive ServiceNow, Jira, ControlUp, Intune, Jamf MDM, VPN, VDI, endpoint management, and identity operations.

Oversee security platforms, including Microsoft Defender, Sentinel, Entra ID, CrowdStrike, Splunk, Proofpoint, and Tenable.

Strengthen SOPs, knowledge management, operational controls, compliance, and incident response processes.

Automate repetitive workflows using REST APIs, PowerShell/Python, Power Automate, Logic Apps, Ansible, and RPA/SOAR tools.

Manage support for AI/LLM tools, Microsoft 365, Azure, GitHub, VS Code, Copilot, Claude, and enterprise business applications.

Build team capability through technical assessments, coaching, readiness certification,



and structured knowledge transfer.

Drive improvements in SLA/SLO attainment, first-contact resolution, CSAT, MTTR, automation, and operational quality.

Mandatory Skills & Experience:

12–15 years of experience in enterprise IT operations, infrastructure/platform engineering, security operations integration, and automation.

4+ years in enterprise IT architecture or equivalent technical leadership.

Robust expertise in ServiceNow, ITSM/ITOM, endpoint management, identity, monitoring, incident management, and security governance.

Hands-on knowledge of automation, integrations, REST APIs, PowerShell/Python, and secure engineering practices.

Proven experience transforming underperforming support teams and managing complex technical escalations.

Excellent customer communication, stakeholder management, problem-solving, and team leadership skills.

Preferred: ITIL 4, cloud, cybersecurity, ServiceNow, SRE, or architecture certifications.

We are looking for a hands-on technical leader who can drive service excellence, strengthen security, eliminate recurring issues, and build a high-performing global support team.

Interested candidates with relevant L3/L4 leadership experience can share their updated resumes.

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