About Us :

We are calling candidates on behalf of a Software Solutions company headquartered in East Brunswick, NJ. Incorporated in 2003, It provides solutions across GRC, Technology, Procurement, Healthcare Provider and Oracle domains to customers worldwide.

Job Title : Service Desk technical Expert L3/L4 - Unified Operations (NOC/SOC/Service Desk)

Location : Bangalore (Work from Office / Hybrid as applicable)

Work Timing : EST Hours / Weekend / Flexibility for US Support and Major Incidents

Experience : 12 - 15 Years

Engagement Type : Long-term / Multi-year (Contract / Full-time)

Position Summary :

We are seeking a hands-on Service Desk technical Expert L3/L4 to transform and technically govern unified Service Desk, NOC, SOC coordination, AI/LLM tools support, and service automation. The role will close technical and knowledge-maturity gaps, rebuild customer confidence, establish disciplined operating controls, and develop a high-performing team capable of solving complex issues rather than following scripts or acting as order takers.

Critical Responsibilities :

1. Service Recovery, Quality & Customer Confidence :

- Lead service recovery through root-cause analysis, corrective/preventive actions, named owners, due dates, validation evidence, and customer-visible improvement scorecards.

- Review escalations and repeat errors for technical diagnosis, SOP compliance, security response, communication, escalation, and closure quality; eliminate systemic recurrence.

- Act as a credible technical solution partner to customer IT teams and ensure offshore problem-resolution maturity is comparable with onsite expectations.

2. Technical Operations & Security :

- Define architecture, governance, integrations, observability, and operating standards across ServiceNow, Jira, ControlUp, Slack with Gizmo Bot, Zoom, Intune, Jamf MDM, Android/iPhone, UniPrint, VPN, VDI, and supporting ITSM/ITOM services.

- Establish mandatory quality gates and maker-checker controls for joiner/mover/leaver workflows, account disablement, privileged access, password incidents, phishing, security alerts, endpoint remediation, and other high-risk actions.

- Govern major-incident and SOC integration across Proofpoint, Exchange Online Protection, Entra ID, Microsoft Defender, Sentinel, Tenable, Splunk, SentinelOne, Purview, CrowdStrike, and related security platforms; ensure rapid detection, containment, evidence, recovery, and communication.

3. Knowledge, SOP & Automation Discipline :

- Increase validated knowledge coverage from the current 70% toward at least 95% of repeatable use cases, prioritizing the missing security-sensitive, high-volume, high-impact, and frequently escalated scenarios.

- Embed contextual knowledge, mandatory SOP acknowledgement, decision checklists, execution evidence, peer validation, version ownership, and periodic recertification into ticket workflows.

- Eliminate manual bypass of approved customer automation; automate repetitive fulfilment, diagnostics, alert response, status communication, and evidence collection using secure API-first workflows.

4. AI/LLM Tools Support & Technology Readiness :

- Own the support model for LeapXpert, Claude Code/Cowork, Zoom, Microsoft Office, Outlook, OneDrive, Windows, Copilot, GitHub, VS Code, SharePoint, Power Platform, Azure, macOS, Adobe, Workday, PeopleSoft, Salesforce, Investran, Snowflake, S&P Capital IQ, DocuSign, approved AI assistants, and connectors.

- Ensure advanced support capability for configuration, provisioning, licensing, installation/reinstallation, endpoint/mobile integration, email/session synchronization, permissions, privacy, safety, performance, vendor escalation, and cross-platform root-cause analysis.

- Maintain continuous readiness through technology-roadmap reviews, release-impact assessments, hands-on labs, updated playbooks, security drills, and quarterly role-based recertification.

5. Team Capability, Coverage & Collaboration :

- Define the team structure, experience mix, skills matrix, shift coverage, and escalation depth required for early-morning IST, weekends, US holidays, leave, attrition, and demand surges.

- Assess engineers through practical troubleshooting, scenario-based security drills, SOP execution, communication simulations, and ticket-quality reviews; recommend retain, upskill, redeploy, or replace actions based on demonstrated capability.

- Require shadowing, reverse shadowing, knowledge validation, quality thresholds, and formal production-readiness sign-off before independent ticket handling.

- Establish structured offshore-onsite handovers, daily risk reviews, weekly technical/problem reviews, monthly service-improvement governance, and immediate reporting of personnel or 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 operational-governance expertise across ServiceNow, Jira, ControlUp, Slack/Gizmo Bot, Zoom, Intune, Jamf, mobile-device support, UniPrint, VPN, VDI, ITSM/ITOM, endpoint, identity, monitoring, and major incidents.

- Strong application and security-operations expertise across the stated Microsoft/Azure, AI/developer, collaboration, enterprise-business and Adobe portfolio, plus Proofpoint, Exchange Online Protection, Entra ID, Defender, Sentinel, Tenable, Splunk, SentinelOne, Purview, and CrowdStrike.

- Proven success rebuilding a technically weak support function through skills assessment, team transition, readiness certification, coaching, quality governance, and customer-confidence recovery.

- Strong automation/integration capability using ServiceNow or equivalent, 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 influence, and technical mentoring. ITIL 4, cloud, security, ServiceNow, SRE, or architecture certification is preferred.

Critical Success Measures :

- 95% validated knowledge coverage for repeatable use cases and measurable SOP/article adherence.

- Zero unauthorized bypass of approved automation and zero unapproved privileged or security-sensitive actions.

- Material reduction in repeat errors, customer escalations, reopen rates, alert noise, and mean time to restore/contain.

- Improved first-contact resolution, right-first-time quality, SLA/SLO attainment, CSAT, self-service adoption, and verified automation savings.

- 100% production-readiness certification and timely security/technology recertification for independently operating engineers.

- Reliable US-window, weekend and holiday coverage with complete handovers and no unreported ownership transitions.