Service Desk Technical Expert L3/L4 – Unified Operations
atlas · Bengaluru
Job description
About the role
Atlas Systems is seeking a hands‑on Service Desk Technical Expert (L3/L4) to lead unified NOC/SOC/Service Desk operations. The role focuses on closing technical gaps, rebuilding customer confidence, and establishing disciplined operating controls while supporting US‑time windows.
Key responsibilities
- Lead service recovery through root‑cause analysis, corrective actions, and customer‑visible improvement scorecards.
- Define architecture, governance, and observability across ServiceNow, Jira, ControlUp, Slack, Zoom, Intune, Jamf, VPN, VDI and related ITSM/ITOM services.
- Establish mandatory quality gates for joiner/mover/leaver workflows, privileged access, password incidents and security alerts.
- Govern major‑incident and SOC integration with Proofpoint, Microsoft Defender, Sentinel, Tenable, Splunk, CrowdStrike and related platforms.
- Increase validated knowledge coverage to ≥95% of repeatable use cases and embed SOPs, checklists and peer validation into ticket workflows.
- Own support model for AI/LLM tools (LeapXpert, Claude, Copilot) and enterprise applications such as Azure, Salesforce, Workday, Snowflake, DocuSign, etc.
Required profile
- 12–15 years of experience in enterprise service operations, infrastructure/platform engineering, observability and security‑operations integration.
- Proven track record rebuilding weak support functions, establishing quality governance and restoring customer confidence.
- Strong automation and integration expertise using ServiceNow, Power Automate/Logic Apps, Ansible, SOAR, RPA, REST APIs, PowerShell and Python.
Required skills
- ServiceNow, Jira, ControlUp, Slack (Gizmo Bot), Zoom, Intune, Jamf, UniPrint, VPN, VDI, ITSM/ITOM.
- Microsoft/Azure security suite: Defender, Sentinel, Entra ID, Proofpoint, Exchange Online Protection, Tenable, Splunk, SentinelOne, CrowdStrike.
- Automation tools: Power Automate, Logic Apps, Ansible, SOAR, RPA, REST APIs, PowerShell, Python, Git, CI/CD pipelines.
- AI/LLM and productivity tools: LeapXpert, Claude, Copilot, GitHub, VS Code, SharePoint, Power Platform, Azure, macOS, Adobe, Workday, PeopleSoft, Salesforce, Snowflake, DocuSign.
Questions fréquentes
Why are you reporting this job?
Explore further
Salaries, guides and searches in India.
Salaries by job title
Apply in 30 seconds
Enter your email to apply. An account will be created automatically.
By continuing, you accept our terms of use.
Already have an account? Login
A question about this job?
Ask it here: you will get the full job summary by e-mail, right away.
Published 4 days ago
Expires 1 month from now
15 views · 0 interested
Boost your chances
Upload your CV — we will match you with relevant openings.
Analyzing your CV...
atlas
Bengaluru