Senior Service Desk Engineer – Unified Operations
atlas · Bengaluru
Job description
About the role
We are seeking a technically strong, hands‑on Senior Service Desk Engineer to deliver unified support across Service Desk, NOC, SOC coordination and enterprise AI/LLM tools for global customers. The role involves disciplined SOP execution, rapid security escalation and end‑to‑end ownership while working US EST hours from Bangalore.
Key responsibilities
- Own incidents and requests from acknowledgement through resolution, providing clear communication of impact, progress and risks.
- Resolve application incidents across a wide portfolio including LeapXpert, Claude Code, Zoom, Microsoft 365, Azure, Salesforce and many others using ServiceNow/Jira and related tools.
- Monitor and respond to security alerts using Proofpoint, Defender, Sentinel, Splunk and other SOC tools, escalating with full technical context.
- Follow approved SOPs and maker‑checker approvals for privileged or security‑sensitive actions, and create/maintain Confluence knowledge articles.
Required profile
- 5–10 years of hands‑on enterprise Service Desk or unified operations experience supporting global customers in SLA‑driven environments.
- Proven ability to follow controlled procedures precisely, diagnose beyond scripts, manage multiple priorities and communicate confidently with senior stakeholders.
- ITIL 4 Foundation certification and relevant Microsoft, endpoint, network, cloud or security certifications are preferred.
Required skills
- ServiceNow, Jira, ControlUp, Slack, Zoom
- Intune, Jamf, Android, iPhone, UniPrint, VPN, VDI
- Proofpoint, Exchange Online Protection, Entra ID, Microsoft Defender, Sentinel, Tenable, Splunk, SentinelOne, Purview, CrowdStrike
- LeapXpert, Claude Code/Cowork, Copilot, GitHub, VS Code, SharePoint, Power Platform, Azure, Adobe, Workday, PeopleSoft, Salesforce, Investran, Snowflake, S&P Capital IQ, DocuSign
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Published 4 days ago
Expires 1 month from now
12 views · 0 interested
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atlas
Bengaluru