ServiceDesk Technical Expert L3/L4 – Unified Operations (NOC/SOC/Service Desk

Role summary

Service recovery and technical operations

• Lead root-cause analysis, corrective and preventive actions, accountable ownership, validation evidence, and customer-visible improvement reporting.
• Review escalations and repeat errors; improve technical diagnosis, SOP compliance, security response, communication, escalation, and closure quality.
• Define architecture, integrations, observability, governance, and operating standards across the stated service and IT platforms.
• Set mandatory controls for high-risk identity, access, phishing, security-alert, and endpoint-remediation actions.
• Govern major incidents and SOC integrations to support detection, containment, evidence, recovery, and communication.

Knowledge, automation, and technology readiness

• Increase validated knowledge coverage from the current 70% toward at least 95% of repeatable use cases.
• Embed knowledge, SOP acknowledgement, decision checklists, evidence, peer validation, version ownership, and recertification into ticket workflows.
• Automate repetitive fulfilment, diagnostics, alert response, status updates, and evidence collection through secure API-first workflows.
• Own advanced support for the listed AI, developer, collaboration, enterprise, and productivity tools, including configuration, provisioning, licensing, integration, privacy, performance, and vendor escalation.
• Conduct roadmap reviews, release-impact assessments, hands-on labs, playbook updates, security drills, and quarterly role-based recertification.

Team capability and collaboration

• 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.
• Require shadowing, reverse shadowing, knowledge validation, quality thresholds, and formal production-readiness approval before independent ticket handling.
• Establish structured handovers, daily risk reviews, weekly technical reviews, monthly service-improvement governance, and prompt reporting of ownership changes.

Required qualifications

• 12–15 years across enterprise service operations, infrastructure/platform engineering, observability, security operations integration, and automation, including 4+ years in organization IT architecture or equivalent technical leadership.
• Deep architecture and governance expertise across ServiceNow, Jira, ControlUp, Slack/Gizmo Bot, Zoom, Intune, Jamf, mobile devices, UniPrint, VPN, VDI, ITSM/ITOM, endpoints, identity, monitoring, and major incidents.
• Strong expertise across the stated Microsoft/Azure, AI/developer, collaboration, enterprise-business, Adobe, and security-platform portfolio.
• Proven success rebuilding a technically weak support function through assessment, transition, certification, coaching, governance, and customer-confidence recovery.
• Strong automation and integration capability with ServiceNow or equivalent, Power Automate/Logic Apps, Ansible/SOAR/RPA, REST APIs, PowerShell/Python, Git, CI/CD, and secure engineering.
• Strong customer communication, structured problem-solving, executive reporting, stakeholder influence, and technical mentoring.
• ITIL 4, cloud, security, ServiceNow, SRE, or architecture certification is preferred.

Pay

• Pay is up to ₹4,500,000 per year.

Work location

• The description says Bangalore, with work from office or hybrid as applicable, and separately states work location is in person.