Service Desk Technical Expert L3/L4 – Unified Operations (NOC/SOC/Service Desk)
Must Have Skills
Preferred Skills
Service Desk Technical Expert L3/L4 – Unified Operations (NOC/SOC/Service Desk)
Client: Atlas Systems. Location: Bangalore, India. Work from Office / Hybrid. Shift: EST hours, with weekend and US-holiday flexibility for major incidents.
EXPERIENCE REQUIRED 12-15 years total in enterprise service operations, infrastructure and platform engineering, observability and security operations integration. Minimum 4+ years in IT architecture, technical architect or equivalent technical leadership.
ROLE Senior technical authority for a unified NOC/SOC/Service Desk operation. Owns L3/L4 escalation, systemic error elimination, major incident command, automation of repetitive operational work, and the technical uplift of the support function itself.
MUST-HAVE TECHNICAL PLATFORM EXPERTISE
- Deep operational knowledge of ServiceNow, Jira, ControlUp, Slack/Gizmo Bot, Zoom, Intune, Jamf MDM, mobile device support, UniPrint, VPN and VDI
- Hands-on Microsoft and Azure ecosystem: Entra ID, Defender, Sentinel, Exchange Online Protection
- Security operations proficiency: Proofpoint, Tenable, Splunk, SentinelOne, Purview, CrowdStrike
- Strong automation capability using PowerShell, Python, REST APIs, ServiceNow, Power Automate or equivalent
MUST-HAVE OPERATIONAL CAPABILITIES
- Proven experience rebuilding technically weak support functions through skills assessment and team transitions
- Root-cause analysis, corrective and preventive action, systemic error elimination
- Major incident management: detection, containment, recovery, evidence collection and stakeholder communication
- Knowledge management at scale with SOP governance and maker-checker quality controls
LEADERSHIP
- Executive-level customer communication and stakeholder influence
- Technical mentoring and team capability development
- Structured problem-solving and structured incident management
PREFERRED ITIL 4 certification. ServiceNow, cloud, security or SRE certifications. Architecture certifications.
SCREENING QUESTIONS
- Total years in enterprise service operations, infrastructure and platform engineering, ITSM/ITOM and security operations?
- Years in IT Architect, Technical Architect or equivalent technical leadership roles?
- Hands-on experience with ServiceNow, Jira, ControlUp, Intune, Jamf, VPN, VDI, UniPrint, Zoom, Slack/Gizmo Bot and mobile device management?
- L3/L4 troubleshooting and root-cause analysis for complex recurring issues?
- Hands-on security platform support (Entra ID, Defender, Sentinel, CrowdStrike, Splunk)?
- Major incident management with detection, containment, recovery, evidence collection and RCA?
- Experience rebuilding a technically weak service desk, NOC or SOC function with measurable improvement?
- Relevant certifications (ITIL 4, ServiceNow, Azure or cloud, security, SRE, architecture)?
- Are you comfortable working from Bangalore during EST hours, weekends, US holidays and major incidents?
- Current CTC, expected CTC, notice period and earliest joining date?
Screening questions
Asked of every applicant before they can apply.