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

About the Company

Position Summary

Location and Schedule

• The listed work location is in person in Bangalore.
• The role requires EST hours, early-morning IST shifts, weekends, US holidays, and flexibility for major incidents.
• The description references work from office or hybrid as applicable, but separately states that the work location is in person.

Service Quality and Ownership

• Own incidents and requests from acknowledgement through resolution, validation, documentation, and closure.
• Use evidence-based troubleshooting, identify root cause, prevent recurrence, and escalate with complete technical context.
• Deliver accurate right-first-time support and communicate impact, progress, risks, dependencies, and next actions.

Service Desk, NOC, and SOC

• Resolve incidents across enterprise applications including Microsoft, collaboration, developer, cloud, endpoint, mobile, and business platforms.
• Use ServiceNow and Jira for ticket lifecycle and troubleshoot Intune, Jamf, mobile devices, UniPrint, VPN, VDI, endpoints, access, connectivity, and synchronization.
• Monitor security tools including Proofpoint, Defender, Sentinel, Tenable, Splunk, SentinelOne, Purview, and CrowdStrike and follow SOC procedures for threats and evidence.

SOP, Security, and Knowledge

• Follow approved procedures for joiners and leavers, user disablement, privileged accounts, password incidents, endpoint remediation, and security events.
• Use maker-checker approval for privileged, irreversible, security-sensitive, or business-critical actions.
• Create and improve Confluence knowledge with diagnostics, evidence, escalation criteria, resolution, validation, and rollback guidance.

AI Tools and Collaboration

• Provide installation, configuration, access, licensing, integration, and user support for AI, developer, Microsoft, Azure, collaboration, endpoint, mobile, and enterprise applications.
• Diagnose provisioning, authentication, permissions, connectors, synchronization, model access, privacy, safety, latency, quota, and availability issues.
• Complete structured handovers and collaborate with customer, NOC, SOC, identity, endpoint, cloud, application, and vendor teams.

Required Qualifications

• 5 to 10 years of hands-on enterprise Service Desk or unified operations experience supporting global customers in structured, SLA-driven environments.
• Hands-on use of ServiceNow, Jira, ControlUp, Slack or Gizmo Bot, Zoom, Intune, Jamf, mobile devices, UniPrint, VPN, and VDI.
• Practical Windows, macOS, Microsoft 365, identity, endpoint, mobile, network, application, and security troubleshooting experience.
• Ability to follow controlled procedures, diagnose beyond scripts, manage priorities, produce high-quality tickets and knowledge articles, and communicate with senior stakeholders.
• Flexibility for early-morning IST shifts, weekends, US holidays, and major-incident support is required.
• ITIL 4 Foundation and relevant Microsoft, endpoint, network, cloud, security, or service-management certification are preferred.

Compensation

• Pay is up to ₹3,000,000 per year.