Job Description – Service Desk technical Expert L3/L4 – Unified Operations (NOC/SOC/Service Desk)
About Us:
Atlas Systems Inc. is a Software Solutions company headquartered in East Brunswick, NJ. Incorporated in 2003, Atlas provides solutions across GRC, Technology, Procurement, Healthcare Provider and Oracle domains to customers worldwide.
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https://atlas.bamboohr.com/careers/616
Job Title: Service Desk technical Expert L3/L4 – 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: 12–15 Years
Engagement Type: Long-term / Multi-year (Contract / Full-time)
Position Summary
We are seeking a hands-on Service Desk technical Expert L3/L4 to transform and technically govern unified Service Desk, NOC, SOC coordination, AI/LLM tools support, and service automation. The role will close technical and knowledge-maturity gaps, rebuild customer confidence, establish disciplined operating controls, and develop a high-performing team capable of solving complex issues rather than following scripts or acting as order takers.
Critical Responsibilities
Service Recovery, Quality & Customer Confidence
- Lead service recovery through root-cause analysis, corrective/preventive actions, named owners, due dates, validation evidence, and customer-visible improvement scorecards.
- Review escalations and repeat errors for technical diagnosis, SOP compliance, security response, communication, escalation, and closure quality; eliminate systemic recurrence.
- Act as a credible technical solution partner to customer IT teams and ensure offshore problem-resolution maturity is comparable with onsite expectations.
Technical Operations & Security
- Define architecture, governance, integrations, observability, and operating standards across ServiceNow, Jira, ControlUp, Slack with Gizmo Bot, Zoom, Intune, Jamf MDM, Android/iPhone, UniPrint, VPN, VDI, and supporting ITSM/ITOM services.
- Establish mandatory quality gates and maker-checker controls for joiner/mover/leaver workflows, account disablement, privileged access, password incidents, phishing, security alerts, endpoint remediation, and other high-risk actions.
- Govern major-incident and SOC integration across Proofpoint, Exchange Online Protection, Entra ID, Microsoft Defender, Sentinel, Tenable, Splunk, SentinelOne, Purview, CrowdStrike, and related security platforms; ensure rapid detection, containment, evidence, recovery, and communication.
Knowledge, SOP & Automation Discipline
- Increase validated knowledge coverage from the current 70% toward at least 95% of repeatable use cases, prioritizing the missing security-sensitive, high-volume, high-impact, and frequently escalated scenarios.
- Embed contextual knowledge, mandatory SOP acknowledgement, decision checklists, execution evidence, peer validation, version ownership, and periodic recertification into ticket workflows.
- Eliminate manual bypass of approved customer automation; automate repetitive fulfilment, diagnostics, alert response, status communication, and evidence collection using secure API-first workflows.
Critical Responsibilities – Continued
AI/LLM Tools Support & Technology Readiness
- Own the support model for LeapXpert, Claude Code/Cowork, Zoom, Microsoft Office, Outlook, OneDrive, Windows, Copilot, GitHub, VS Code, SharePoint, Power Platform, Azure, macOS, Adobe, Workday, PeopleSoft, Salesforce, Investran, Snowflake, S&P Capital IQ, DocuSign, approved AI assistants, and connectors.
- Ensure advanced support capability for configuration, provisioning, licensing, installation/reinstallation, endpoint/mobile integration, email/session synchronization, permissions, privacy, safety, performance, vendor escalation, and cross-platform root-cause analysis.
- Maintain continuous readiness through technology-roadmap reviews, release-impact assessments, hands-on labs, updated playbooks, security drills, and quarterly role-based recertification.
Team Capability, Coverage & Collaboration
- Define the team structure, experience mix, skills matrix, shift coverage, and escalation depth required for early-morning IST, weekends, US holidays, leave, attrition, and demand surges.
- Assess engineers through practical troubleshooting, scenario-based security drills, SOP execution, communication simulations, and ticket-quality reviews; recommend retain, upskill, redeploy, or replace actions based on demonstrated capability.
- Require shadowing, reverse shadowing, knowledge validation, quality thresholds, and formal production-readiness sign-off before independent ticket handling.
- Establish structured offshore–onsite handovers, daily risk reviews, weekly technical/problem reviews, monthly service-improvement governance, and immediate reporting of personnel or ownership changes.
Required Qualifications
- 12–15 years across enterprise service operations, infrastructure/platform engineering, observability, security operations integration, and automation, including 4+ years in Organization IT architecture or equivalent technical leadership.
- Deep architecture and operational-governance expertise across ServiceNow, Jira, ControlUp, Slack/Gizmo Bot, Zoom, Intune, Jamf, mobile-device support, UniPrint, VPN, VDI, ITSM/ITOM, endpoint, identity, monitoring, and major incidents.
- Strong application and security-operations expertise across the stated Microsoft/Azure, AI/developer, collaboration, enterprise-business and Adobe portfolio, plus Proofpoint, Exchange Online Protection, Entra ID, Defender, Sentinel, Tenable, Splunk, SentinelOne, Purview, and CrowdStrike.
- Proven success rebuilding a technically weak support function through skills assessment, team transition, readiness certification, coaching, quality governance, and customer-confidence recovery.
- Strong automation/integration capability using ServiceNow or equivalent, Power Automate/Logic Apps, Ansible/SOAR/RPA, REST APIs, PowerShell/Python, Git, CI/CD, and secure engineering practices.
- Excellent customer communication, structured problem-solving, executive reporting, stakeholder influence, and technical mentoring. ITIL 4, cloud, security, ServiceNow, SRE, or architecture certification is preferred.
Critical Success Measures
- ≥95% validated knowledge coverage for repeatable use cases and measurable SOP/article adherence.
- Zero unauthorized bypass of approved automation and zero unapproved privileged or security-sensitive actions.
- Material reduction in repeat errors, customer escalations, reopen rates, alert noise, and mean time to restore/contain.
- Improved first-contact resolution, right-first-time quality, SLA/SLO attainment, CSAT, self-service adoption, and verified automation savings.
- 100% production-readiness certification and timely security/technology recertification for independently operating engineers.
- Reliable US-window, weekend and holiday coverage with complete handovers and no unreported ownership transitions.