IT Automation & Architecture :

- Support the IT automation function, driving initiatives that reduce repetitive work and scale operations efficiently.

- Identify repetitive Tier 1 tasks and drive end-to-end automation from identification through build, testing, and measurement.

- Evaluate and build AI-augmented automation where it reduces toil - e.g. intelligent ticket triage, SOC alert summarisation, AI-assisted knowledge base drafting.

- Mentor team on automation best practices and review technical designs before deployment.

Team Leadership & Execution :

- Manage India-based Service Desk team with daily coordination with US managers.

- Ensure clear direction, track progress, remove blockers, and escalate capacity constraints to the Director.

- Monitor team performance against SLAs, quality standards, and service desk metrics.

- Lead new employee onboarding sessions.

Hands-On Technical Contribution :

- Resolve tickets across hardware, software, network, and user access; handle overflow and critical issues.

- Perform desktop administration : software deployment, system configuration, user provisioning, and hardware lifecycle management.

- Create and maintain knowledge base articles and process documentation.

Security & People Development :

- Oversee Tier 1 SOC operations : triage, alert response, and adherence to incident response playbooks.

- Coach, mentor, and support career growth for India-based engineers; hire and develop top technical talent.

Tech Stack & Requirements :

- 8+ years in IT engineering or Service Desk operations, including hands-on automation engineering (scripting, API integrations, or workflow orchestration).

- 4+ years managing or leading technical support teams in matrixed or distributed organizations.

- Deep proficiency in PowerShell or Python; experience building scalable IT automation workflows.

- Strong hands-on experience with Freshservice (or similar ITSM), including workflow orchestration and API integrations.

- Experience integrating AI/LLM capabilities into IT workflows via API, SDK, or prompt engineering.

- Experience with Active Directory, M365, Jamf, and endpoint management via Intune and/or Jamf.

- Working knowledge of EDR platforms, firewalls, and incident response; familiarity with ITIL or equivalent frameworks.

- Excellent English communication skills; self-motivated with strong follow-through.

- Comfortable balancing hands-on technical work with management in a US-directed, India-based structure.

- Flexible to accommodate daily cross-timezone coordination (India - US).

- Degree in Computer Science.