Job Description - 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:

- 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.

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.

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.

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.

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.