Senior Service Desk Engineer – Unified Operations (NOC/SOC/Service Desk)
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Key skills for this role
Role Overview
The Senior Service Desk Engineer provides unified support across the Service Desk, NOC, SOC coordination, and enterprise AI and LLM tools.
The role requires disciplined SOP execution, strong diagnostics, rapid security escalation, customer communication, and end-to-end ownership.
The position supports global customers and operates as a solution provider rather than a scripted order taker.
Key Skills for This Role
Full Job Posting
About the Company
The employer provides software solutions across GRC, technology, procurement, healthcare provider, and Oracle domains to customers worldwide.
Position Summary
The Senior Service Desk Engineer provides unified support across the Service Desk, NOC, SOC coordination, and enterprise AI and LLM tools.
The role requires disciplined SOP execution, strong diagnostics, rapid security escalation, customer communication, and end-to-end ownership.
The position supports global customers and operates as a solution provider rather than a scripted order taker.
Location and Schedule
- The listed work location is in person in Bangalore.
- The role requires EST hours, early-morning IST shifts, weekends, US holidays, and flexibility for major incidents.
- The description references work from office or hybrid as applicable, but separately states that the work location is in person.
Service Quality and Ownership
- Own incidents and requests from acknowledgement through resolution, validation, documentation, and closure.
- Use evidence-based troubleshooting, identify root cause, prevent recurrence, and escalate with complete technical context.
- Deliver accurate right-first-time support and communicate impact, progress, risks, dependencies, and next actions.
Service Desk, NOC, and SOC
- Resolve incidents across enterprise applications including Microsoft, collaboration, developer, cloud, endpoint, mobile, and business platforms.
- Use ServiceNow and Jira for ticket lifecycle and troubleshoot Intune, Jamf, mobile devices, UniPrint, VPN, VDI, endpoints, access, connectivity, and synchronization.
- Monitor security tools including Proofpoint, Defender, Sentinel, Tenable, Splunk, SentinelOne, Purview, and CrowdStrike and follow SOC procedures for threats and evidence.
SOP, Security, and Knowledge
- Follow approved procedures for joiners and leavers, user disablement, privileged accounts, password incidents, endpoint remediation, and security events.
- Use maker-checker approval for privileged, irreversible, security-sensitive, or business-critical actions.
- Create and improve Confluence knowledge with diagnostics, evidence, escalation criteria, resolution, validation, and rollback guidance.
AI Tools and Collaboration
- Provide installation, configuration, access, licensing, integration, and user support for AI, developer, Microsoft, Azure, collaboration, endpoint, mobile, and enterprise applications.
- Diagnose provisioning, authentication, permissions, connectors, synchronization, model access, privacy, safety, latency, quota, and availability issues.
- Complete structured handovers and collaborate with customer, NOC, SOC, identity, endpoint, cloud, application, and vendor teams.
Required Qualifications
- 5 to 10 years of hands-on enterprise Service Desk or unified operations experience supporting global customers in structured, SLA-driven environments.
- Hands-on use of ServiceNow, Jira, ControlUp, Slack or Gizmo Bot, Zoom, Intune, Jamf, mobile devices, UniPrint, VPN, and VDI.
- Practical Windows, macOS, Microsoft 365, identity, endpoint, mobile, network, application, and security troubleshooting experience.
- Ability to follow controlled procedures, diagnose beyond scripts, manage priorities, produce high-quality tickets and knowledge articles, and communicate with senior stakeholders.
- Flexibility for early-morning IST shifts, weekends, US holidays, and major-incident support is required.
- ITIL 4 Foundation and relevant Microsoft, endpoint, network, cloud, security, or service-management certification are preferred.
Compensation
- Pay is up to ₹3,000,000 per year.
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