About Us:
We are calling candidates on behalf of a Software Solutions company headquartered in East Brunswick, NJ. Incorporated in 2003,
It provides solutions across GRC, Technology, Procurement, Healthcare Provider and Oracle domains to customers worldwide.
Job Title: Senior Service Desk Engineer – Unified Operations (NOC/SOC/Service Desk)
Location: Bangalore (Work from Office / Hybrid as applicable)
Work Timing: EST Hours / Weekend / Flexibility for US Support and Major Incidents
Experience: 5–10 Years
Engagement Type: Long-term / Multi-year (Contract / Full-time)
Position Summary
We are seeking a technically strong, hands-on Senior Service Desk Engineer to deliver unified support across
the Service Desk, NOC, SOC coordination, and enterprise AI/LLM tools. The role requires disciplined SOP
execution, strong diagnostic ability, rapid security escalation, high-quality customer communication, and end-
to-end ownership. The engineer must operate as a solution provider—not a scripted order taker—and
continually remain current with the customer technology landscape.
Critical Responsibilities
Service Quality, Ownership & Customer Confidence
Own incidents and requests from acknowledgement through resolution, validation, documentation,
and closure; communicate impact, progress, risks, dependencies, and next actions clearly.
Apply hypothesis-driven troubleshooting, verify evidence, identify root cause, prevent recurrence,
and escalate with complete technical context when specialist intervention is required.
Deliver accurate, right-first-time support that earns customer confidence and demonstrates technical
maturity comparable with the customer’s onsite IT team.
Service Desk, NOC & SOC Operations
Resolve application incidents across LeapXpert, Claude Code/Cowork, Zoom, Office, Outlook,
OneDrive, Windows, Copilot, GitHub, VS Code, SharePoint, Power Platform, Azure, macOS, Adobe,
Workday, PeopleSoft, Salesforce, Investran, Snowflake, S&P Capital IQ, DocuSign, and related
integrations.
Use ServiceNow/Jira for ticket lifecycle; ControlUp for approved diagnostics; support Slack/Gizmo Bot
and Zoom; administer/troubleshoot Intune, Jamf MDM, Android/iPhone, UniPrint, VPN, VDI,
endpoint, access, connectivity, and mobile synchronization issues.
Monitor and respond using Proofpoint, Exchange Online Protection, Entra ID, Defender, Sentinel,
Tenable, Splunk, SentinelOne, Purview, and CrowdStrike; recognize phishing, compromise, malware,
anomalous access, data exposure, and immediately preserve evidence and follow SOC procedures.
SOP, Security & Knowledge Discipline
Follow approved SOPs and customer workflows without unauthorized deviation, especially for
joiners/leavers, user disablement, privileged accounts, password incidents, disk cleanup, application
removal, endpoint remediation, and security events.
Use maker-checker approval for privileged, irreversible, security-sensitive, or business-critical actions;
never bypass approvals or execute assumptions without validation.
Create and improve Confluence knowledge for missing, changed, or recurring scenarios; capture
diagnostics, decision points, screenshots/evidence, escalation criteria, resolution, validation, and
rollback guidance.
Critical Responsibilities – Continued
AI/LLM Tools Support & Technology Readiness
Provide hands-on installation, configuration, access, licensing, integration, and user support across
the stated AI/developer, Microsoft/Azure, collaboration, endpoint/mobile, and enterprise-business
application portfolio.
Diagnose provisioning, authentication, sessions, permissions, connectors, email/mobile
synchronization, model access, response quality, privacy, safety, latency, quota, service availability,
and vendor-dependent issues.
Remain current through release reviews, hands-on labs, updated troubleshooting guides, knowledge
demonstrations, security drills, and role-based recertification.
Coverage, Handover & Collaboration
Provide reliable support during assigned early-morning IST shifts, weekends, and US holidays;
maintain readiness, punctuality, availability, and prompt escalation throughout the coverage window.
Complete structured handovers capturing business impact, timeline, diagnostics, evidence,
SOP/knowledge used, current hypothesis, security implications, pending actions, owner, and next-
update commitment.
Collaborate closely with onsite customer focals, NOC, SOC, identity, endpoint, cloud, application, and
vendor teams; avoid repeated questions by reviewing ticket history and existing knowledge before
engagement.
Immediately report any ownership, access, staffing, or service-transition change that could create a
coverage, security, knowledge, or accountability gap.
Required Qualifications
5–10 years of hands-on enterprise Service Desk or unified operations experience supporting global
customers in structured, SLA-driven environments.
Strong hands-on use of ServiceNow, Jira, ControlUp, Slack/Gizmo Bot, Zoom, Intune, Jamf,
Android/iPhone, UniPrint, VPN, and VDI, with practical Windows/macOS, Microsoft 365, identity,
endpoint, mobile, network, and application troubleshooting.
Working knowledge of Proofpoint, Exchange Online Protection, Entra ID, Defender, Sentinel, Tenable,
Splunk, SentinelOne, Purview, CrowdStrike, alert handling, phishing, identity compromise, endpoint
security, escalation, and evidence handling.
Practical support experience across LeapXpert, Claude Code/Cowork, Copilot, GitHub, VS Code,
SharePoint, Power Platform, Azure, Adobe, Workday, PeopleSoft, Salesforce, Investran, Snowflake,
Capital IQ, DocuSign, and comparable enterprise applications.
Demonstrated ability to follow controlled procedures precisely, diagnose beyond scripts, manage
multiple priorities, write high-quality tickets and knowledge articles, and communicate confidently
with senior customer stakeholders.
ITIL 4 Foundation and relevant Microsoft, endpoint, network, cloud, security, or service-management
certification are preferred. Flexibility for early-morning IST, weekend, US-holiday, and major-incident
support is required.
Critical Success Measures
≥95% adherence to validated SOPs and knowledge, with contribution toward ≥95% coverage of
repeatable use cases.
Zero unapproved privileged, irreversible, user-disablement, or security-sensitive actions and 100%
timely security escalation.
Reduced repeat errors, reopen rates, customer escalations, avoidable handoffs, and mean time to
restore or contain.
Improved first-contact resolution, right-first-time quality, SLA attainment, CSAT, ticket
documentation, and knowledge reuse.
100% completion of mandatory security training, production-readiness validation, and scheduled
technology recertification.
Reliable shift, weekend, and US-holiday coverage with complete handovers and no unreported
ownership transitions.
Pay: Up to ₹3,000,000.00 per year
Work Location: In person
