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Known SaaS brand and metro location increase visibility, but specialised automation and SOC skills limit applicant density.
Service-desk and endpoint automation skills transfer across industries but require ITSM, Intune, and EDR domain experience.
Explicit 8+ years, 4+ managerial requirement, and mandatory technical stack create stringent shortlisting filters.
Lead and personally execute IT automation initiatives to reduce manual Tier 1 support tasks, including AI-augmented workflows.
Manage and mentor the India-based Service Desk, Tier 1 SOC, and IT Automation Engineering teams, ensuring SLA adherence and technical growth.
Handle escalated technical issues involving hardware, software, network, and user access alongside managing security incident response operations.
8+ years of experience in IT engineering or Service Desk operations with hands-on automation engineering (scripting, API integrations, workflow orchestration).
4+ years managing or leading technical support teams in matrixed or distributed environments.
Proficiency in PowerShell or Python, experience with ITSM platforms like Freshservice, and familiarity with Active Directory, M365, and endpoint management tools (Intune, Jamf).
Degree in Computer Science, Engineering, or equivalent practical experience.
Technical leader comfortable balancing hands-on automation engineering with team management in a US-directed, India-based environment.
Experience driving cross-functional projects that operate under technical ambiguity, with a strong focus on scalable IT automation and AI integration.
Background from SaaS or enterprise technical support environments seeking to scale operations and potentially advance to a Director-level role within 12–18 months.