Senior Service Desk Engineer - Unified Operations

Atlas Systems; Bengaluru; Hybrid; INR 900,000 - 1,300,000; Full time

Job summary

Atlas Systems seeks a Senior Service Desk Engineer to deliver unified operations across NOC/SOC/Service Desk. Location is Bangalore with hybrid work; EST US support window and multi-year engagement.

Responsibilities include owning incidents end-to-end, applying diagnostic hypotheses, and providing high-quality customer communication. Requires 5–10 years in enterprise service desk and familiarity with major toolsets.

Qualifications

• 5–10 years of hands-on enterprise Service Desk/unified operations experience.
• Proficient with ServiceNow, Jira, ControlUp, Slack/Zoom, Intune, Jamf, VPN, and VDI.
• Knowledge of security tools: Proofpoint, EOP, Entra ID, Defender, Splunk, CrowdStrike.
• Experience with enterprise apps: SharePoint, Azure, Workday, Salesforce, GitHub, VS Code.
• ITIL 4 Foundation and related certifications are preferred.

Responsibilities

• Own incidents/requests from acknowledgement to resolution, with clear updates.
• Apply hypothesis-driven troubleshooting; escalate with complete context.
• Deliver right-first-time support across AI/LLM tools and enterprise apps.

Skills

Incident management

Root cause analysis

Hypothesis-driven troubleshooting

Customer communications

Multi-tool proficiency

Education

ITIL 4 Foundation

Tools

ServiceNow

Jira

ControlUp

Slack

Gizmo Bot

Zoom

Intune

Jamf

UniPrint

VPN

VDI

Proofpoint

Exchange Online Protection

Entra ID

Defender

Splunk

SentinelOne

Purview

CrowdStrike

GitHub

VS Code

SharePoint

Power Platform

Azure

Adobe

Workday

Salesforce

Investran

Snowflake

DocuSign

Job description

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.

Job Details

• 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)

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, SP 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, SP 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