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Senior, niche automation support reduces competition despite metro location and recognizable SaaS brand.
IT automation and service-desk skills transfer across industries but remain domain-specific, so moderate sensitivity.
Explicit 8+ years, 4+ years management, and many mandatory technical skills enforce strict shortlisting.
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Lead and manage the India-based Service Desk, Tier 1 SOC support, and IT Automation Engineering teams with direct hands-on execution including scripting, automation builds, and escalated issue resolution.
Drive IT automation initiatives to reduce repetitive tasks and scale operations via scripting, AI-augmented workflows, and systems integration, mentoring the team on best practices.
Maintain service desk performance standards, oversee incident response playbooks for security operations, and support employee onboarding and career development.
8+ years in IT engineering or Service Desk operations with hands-on automation experience (scripting, API integrations, or workflow orchestration).
4+ years managing or leading technical support teams in matrixed or distributed environments.
Technical proficiency in PowerShell or Python, experience with Freshservice or similar ITSM including workflow orchestration and API integrations.
Bachelor's degree in Computer Science, Engineering, or equivalent practical experience; ability to work flexible hours for daily India-US timezone collaboration.
Experienced in balancing direct technical contributions with people management in a US-directed, India-based matrixed organization.
Proven ability to design, build, and integrate AI/LLM-enhanced automation workflows within IT support environments.
Strong operational mindset focused on SLAs, quality standards, incident response, and cross-team coordination across time zones.