- 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

- 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, endpoint remediation, and other high-risk actions.
- Govern major incidents and SOC integrations involving Proofpoint, Exchange Online Protection, Microsoft Entra ID, Defender, Sentinel, Tenable, Splunk, SentinelOne, Purview, CrowdStrike, and related security platforms.
- Ensure timely detection, containment, evidence collection, recovery, and stakeholder communication.

3. Knowledge Management, SOPs and Automation
- Increase validated knowledge coverage from the current 70% toward a minimum of 95% for repeatable use cases.
- Prioritize high-volume, high-impact, frequently escalated, and security-sensitive scenarios.
- Integrate contextual knowledge, SOP acknowledgement, decision checklists, execution evidence, peer validation, version ownership,



and periodic recertification into ticket workflows.
- Eliminate manual bypasses of approved customer automation.
- Automate repetitive fulfilment, diagnostics, alert response, status communication, and evidence collection through secure, API-first workflows.

4. AI/LLM Tools Support and Technology Readiness
- Own the support model for enterprise applications, AI tools, developer platforms, collaboration systems, and business applications, including:
- AI and Developer Tools: Claude Code/Cowork, Copilot, GitHub, VS Code, and approved AI assistants and connectors.
- Collaboration and Productivity: LeapXpert, Zoom, Microsoft Office, Outlook, OneDrive, SharePoint, DocuSign, and Power Platform.
- Operating Systems and Cloud: Windows, macOS, Azure, and endpoint/mobile platforms.
- Enterprise Applications: Workday, PeopleSoft, Salesforce, Investran, Snowflake, S&P; Capital IQ, and Adobe products.
- Troubleshoot configuration, provisioning, licensing, installation, endpoint/mobile integration, email and session synchronization, permissions, privacy, security, and performance issues.
- Manage vendor escalations and perform cross-platform root-cause analysis.
- Maintain operational readiness through technology roadmap reviews, release-impact assessments, hands-on labs, updated playbooks, security drills, and quarterly role-based recertification.

5. Team Leadership, Capability and Coverage
- Define team structure, experience mix, skills matrix, shift coverage, and escalation depth for early-morning IST, weekends, US holidays, leave, attrition, and demand surges.
- Assess engineers through practical troubleshooting, security drills, SOP execution, communication simulations, and ticket-quality reviews.
- Recommend retention, upskilling, redeployment, or replacement based on demonstrated capability.
- Establish shadowing, reverse shadowing, knowledge validation, quality thresholds, and formal production-readiness sign-off before independent ticket handling.
- Conduct structured offshore–onsite handovers, daily risk reviews, weekly technical and problem reviews, and monthly service-improvement governance.
- Ensure personnel and ownership changes are reported promptly.

Required Qualifications and Skills
- 12–15 years of experience across enterprise service operations, infrastructure/platform engineering,



observability, security operations integration, and automation.
- At least 4 years in organization IT architecture or equivalent technical leadership.
- Robust expertise in ServiceNow, Jira, ControlUp, Slack/Gizmo Bot, Zoom, Intune, Jamf, mobile-device support, UniPrint, VPN, VDI, ITSM/ITOM, endpoint management, identity, monitoring, and major-incident management.
- Strong application and security operations expertise across Microsoft/Azure, AI/developer tools, collaboration and enterprise business applications, and security platforms such as Proofpoint, Exchange Online Protection, Entra ID, Defender, Sentinel, Tenable, Splunk, SentinelOne, Purview, and CrowdStrike.
- Proven experience transforming an underperforming support function through skills assessment, team transition, readiness certification, coaching, quality governance, and customer-confidence recovery.
- Hands-on automation and integration experience using ServiceNow or equivalent platforms, Power Automate/Logic Apps, Ansible/SOAR/RPA, REST APIs, PowerShell/Python, Git, CI/CD, and secure engineering practices.
- Excellent customer communication, structured problem-solving, executive reporting, stakeholder management, and technical mentoring skills.

Preferred Certifications
- ITIL 4
- Cloud or Security certifications
- ServiceNow certifications
- Site Reliability Engineering (SRE)
- Enterprise or Solution Architecture certifications

Critical Success Measures
- Achieve at least 95% validated knowledge coverage for repeatable use cases and measurable SOP adherence.
- Maintain zero unauthorized bypasses of approved automation and zero unapproved privileged or security-sensitive actions.
- Reduce repeat errors, customer escalations, ticket reopen rates, alert noise, and mean time to restore or contain.
- Improve first-contact resolution, right-first-time quality, SLA/SLO attainment, CSAT, self-service adoption, and verified automation savings.
- Ensure 100% production-readiness certification and timely security and technology recertification for engineers handling tickets independently.
- Maintain reliable US-window, weekend, and holiday coverage with complete handovers and no unreported ownership transitions.

Ideal Candidate Profile The ideal candidate is a hands-on technical leader who combines deep service desk and infrastructure troubleshooting expertise with ITSM governance, security operations coordination, automation, and team transformation experience. The candidate must be comfortable managing complex escalations, engaging directly with customers, improving operational controls, and leading a distributed support team in a demanding 24x7 environment.

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