Role : Senior Service Desk Engineer - Unified Operations | Bangalore

We are hiring on behalf of a Software Solutions company headquartered in East Brunswick, NJ, delivering technology solutions across GRC, Technology, Procurement, Healthcare Provider, and Oracle domains to customers worldwide.

Role : Senior Service Desk Engineer - Unified Operations (NOC/SOC/Service Desk)

Location : Bangalore

Work Mode : Office / Hybrid as applicable

Experience : 5 - 10 Years

Shift : EST Hours | Early-Morning IST | Weekend & US Holiday Support

Employment : Long-term / Multi-year Contract or Full-time

What You'll Do :

- Own incidents and service requests end-to-end, from acknowledgement to resolution and closure

- Provide hands-on support across Service Desk, NOC & SOC operations

- Troubleshoot Windows/macOS, Microsoft 365, Azure, VPN, VDI, Intune, Jamf, mobile & endpoint environments

- Work with ServiceNow, Jira, ControlUp, Zoom, Slack/Gizmo Bot and enterprise applications

- Monitor and respond to security tools including Defender, Sentinel, Splunk, CrowdStrike, SentinelOne, Proofpoint, Tenable & Purview

- Identify and escalate phishing, malware, identity compromise, anomalous access and data exposure

- Support enterprise applications including GitHub, VS Code, Copilot, SharePoint, Power Platform, Salesforce, Workday, PeopleSoft, Snowflake, DocuSign, Capital IQ, LeapXpert and more

- Follow controlled SOPs, maker-checker approvals, security procedures and SLA-driven workflows

- Create and maintain Confluence knowledge articles, troubleshooting guides and structured handovers

- Collaborate with NOC, SOC, Identity, Endpoint, Cloud, Application and Vendor teams

Must-Have Skills :

- ServiceNow, Jira, ControlUp, Intune, Jamf, VDI, VPN, Windows, macOS, Microsoft 365, Entra ID, Defender, Sentinel, Splunk, CrowdStrike, SentinelOne, Proofpoint, Tenable, Azure, Networking, IAM, Endpoint Security, Incident Management, Troubleshooting, Escalation, SOP, SLA

Ideal Candidate :

- 5 - 10 years of hands-on enterprise Service Desk / Unified Operations experience

- Strong troubleshooting and diagnostic skills beyond scripted support

- Experience supporting global customers in SLA-driven environments

- Strong security awareness and incident escalation discipline

- Excellent ticket documentation, communication and stakeholder management skills

- ITIL 4 Foundation is preferred

- Comfortable supporting early-morning IST shifts, weekends, US holidays and major incidents