Senior Service Desk Engineer – Unified Operations (NOC/SOC/Service Desk)

Own end-to-end incident and request management across Service Desk, NOC, and SOC operations for multiple enterprise applications and infrastructure.

Execute disciplined SOPs and rapid security escalations, ensuring 95% adherence and zero unapproved sensitive actions.

Provide hands-on support, configuration, and troubleshooting for unified operations including AI/LLM tools, network, endpoint, and security systems during flexible IST/US shift coverage.

5–10 years of hands-on Service Desk or unified operations experience in SLA-driven environments supporting global customers.

Strong practical knowledge and use of ServiceNow, Jira, ControlUp, Slack/Gizmo Bot, Zoom, Intune, Jamf, Windows/macOS troubleshooting, Microsoft 365, identity, endpoint, mobile, network, and application support.

Working knowledge of security tools and procedures including Proofpoint, Exchange Online Protection, Entra ID, Defender, Sentinel, Tenable, Splunk, SentinelOne, Purview, CrowdStrike, phishing and compromise handling.

Location: Bangalore; Work from Office or Hybrid; availability for early-morning IST, weekend, US-holiday shifts and major-incident support required.

Experienced in managing complex, integrated Service Desk/NOC/SOC environments with a focus on incident ownership and operational discipline.

Capable of diagnosing beyond scripts with hypothesis-driven troubleshooting and producing high-quality technical documentation and knowledge base content.

Comfortable collaborating with multi-disciplinary teams and handling multiple priorities under structured SOPs and strict security compliance.