Service Desk technical Expert L3/L4 – Unified Operations (NOC/SOC/Service Desk)
Atlas Systems (company site, opens in a new tab)12–15 yrsBengaluruOn-siteDirect career pageEst. 20–40 LPA
Posted on 3 Sept
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Job description
Structured overview of role & requirements
About This Role
- Lead technical governance and transformation of unified Service Desk, NOC, and SOC operations including AI/LLM tool support and service automation.
- Drive service recovery via root-cause analysis, quality controls, and customer-visible improvement metrics.
- Define architecture, governance, and operating standards across ITSM, security, and collaboration platforms ensuring compliance and rapid incident response.
Minimum Requirements
- 12–15 years of experience in enterprise service operations, infrastructure/platform engineering, security operations integration, and automation, including 4+ years in IT architecture or technical leadership.
- Deep expertise with ServiceNow, Jira, ControlUp, Slack/Gizmo Bot, and related ITSM/ITOM/security tools (Proofpoint, Entra ID, Microsoft Defender, Sentinel, Splunk, CrowdStrike, etc.).
- Strong automation and integration skills with ServiceNow/Power Automate, REST APIs, PowerShell/Python, Ansible/SOAR/RPA, Git, and CI/CD.
- Location: Bangalore (Work from Office / Hybrid); Work hours: EST hours including weekends, US support, and incident flexibility.
Ideal Candidate Profile
- Experienced leader skilled at rebuilding weak support functions through technical assessments, coaching, and establishing disciplined governance.
- Technically proficient with cross-platform security operations and enterprise collaboration tools, able to act as credible partner to customer IT teams.
- Capable of managing continuous capability building, knowledge validation, security compliance, and ensuring operational readiness across offshore and onsite teams.