Service Desk Technical Expert - L3/L4
First seen by Alion on Sep 7, 2026.
We're Hiring : Service Desk Technical Expert L3/L4 - Unified Operations
Location : 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.
Skills
IT Operations, ServiceNow, ITSM, Technical Support, ITOM, SIEM, MS Intune, Monitoring Tools