Service Desk Technical Expert - L3/L4 - Unified Operations

We're Hiring : Service Desk Technical Expert L3/L4 - Unified OperationsLocation : Bangalore

Work Mode : Work from Office / Hybrid

Experience : 12 - 15 Years

We are hiring on behalf of a Software Solutions company headquartered in East Brunswick, New Jersey, delivering global solutions across GRC, Technology, Procurement, Healthcare Provider, and Oracle domains.

We are looking for a highly experienced, hands-on Service Desk Technical Expert (L3/L4) to provide technical leadership across Service Desk, NOC, SOC coordination, IT operations, security operations, automation, and AI/LLM tools support.

Key Responsibilities :

• Lead complex service recovery, Root Cause Analysis (RCA), corrective and preventive actions.

• Establish technical governance and operating standards across enterprise Service Desk and Unified Operations.

• Manage and govern major incidents, escalations, security-sensitive workflows, and SOC integrations.

• Drive automation using APIs, PowerShell, Python, Ansible, SOAR/RPA, ServiceNow, and Power Automate/Logic Apps.

• Improve knowledge maturity, SOP adherence, quality controls, and automation adoption.

• Support enterprise technologies across Microsoft, Azure, AI/LLM tools, developer platforms, collaboration tools, endpoint management, and business applications.

• Build a high-performing technical team through skills assessments, coaching, readiness certification, and structured escalation models.

• Work closely with customer IT teams and strengthen offshore technical maturity and customer confidence.

Core Technical Skills :

• ServiceNow, ITSM, ITOM, Jira, ControlUp

• Intune, Jamf, MDM, Endpoint Management, VPN, VDI

• NOC, SOC, SIEM, Observability, Monitoring

• Entra ID, Microsoft Defender, Sentinel, Splunk

• CrowdStrike, SentinelOne, Tenable, Proofpoint, Purview

• PowerShell, Python, REST APIs, Ansible, SOAR/RPA

• Git, CI/CD, Automation, Incident & Problem Management

• RCA, Major Incident Management, Service Governance

• AI/LLM Tools, Copilot, Claude Code/Cowork, GitHub, VS Code

Preferred Skills :

• Azure, AWS, SRE, Power Automate, Logic Apps, ITIL 4, DevSecOps, Terraform, Zero Trust, DLP, OAuth, SSO, MFA

Preferred Certifications :

• ITIL 4, Cloud, Security, ServiceNow, SRE, or Architecture certifications.