{"id":2508990,"url":"https://alion.io/job/knowledge-artisans-l3l4-service-desk-technical-expert","title":"L3/L4 Service Desk Technical Expert","company":{"id":3800696,"name":"Knowledge Artisans","domain":"theknowledgeartisans.com","url":"https://alion.io/company/knowledge-artisan","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":13000,"max_usd":34000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":721},"experience_years_min":12,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Ansible","optional":false},{"name":"Azure","optional":false},{"name":"CI/CD","optional":false},{"name":"Claude Code","optional":false},{"name":"Copilot","optional":false},{"name":"Crowdstrike","optional":false},{"name":"Git","optional":false},{"name":"GitHub","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"LLM","optional":false},{"name":"Microsoft Defender","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Microsoft Office","optional":false},{"name":"OneDrive","optional":false},{"name":"Outlook","optional":false},{"name":"Platform Engineering","optional":false},{"name":"Power Automate","optional":false},{"name":"PowerShell","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"SentinelOne","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SharePoint","optional":false},{"name":"Slack","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Snowflake","optional":false},{"name":"Splunk","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-14T04:20:06Z","employer_posted_date":null,"last_verified_at":"2026-10-14T04:20:06Z","board_verified":false,"closed_at":null,"days_open":4,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":4},"description":"Must Have Skills :\n\n- ServiceNow\n\n- ITSM\n\n- SOP\n\n- ControlUp\n\n- Jira\n\n- ITOM\n\n- Intune\n\n- Jamf\n\n- VDI\n\n- VPN\n\nAbout Us :\n\nWe 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.\n\nJob Title : Service Desk technical Expert L3/L4 - Unified Operations (NOC/SOC/Service Desk)\n\nLocation : Bangalore (Work from Office / Hybrid as applicable)\n\nWork Timing : EST Hours / Weekend / Flexibility for US Support and Major Incidents\n\nExperience : 12 - 15 Years\n\nEngagement Type : Long-term / Multi-year (Contract / Full-time)\n\nPosition Summary :\n\nWe 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.\n\nCritical Responsibilities :\n\n1. Service Recovery, Quality & Customer Confidence :\n\n- Lead service recovery through root-cause analysis, corrective/preventive actions, named owners, due dates, validation evidence, and customer-visible improvement scorecards.\n\n- Review escalations and repeat errors for technical diagnosis, SOP compliance, security response, communication, escalation, and closure quality; eliminate systemic recurrence.\n\n- Act as a credible technical solution partner to customer IT teams and ensure offshore problem-resolution maturity is comparable with onsite expectations.\n\n2. Technical Operations & Security :\n\n- 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.\n\n- 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.\n\n- 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.\n\n3. Knowledge, SOP & Automation Discipline :\n\n- 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.\n\n- Embed contextual knowledge, mandatory SOP acknowledgement, decision checklists, execution evidence, peer validation, version ownership, and periodic recertification into ticket workflows.\n\n- Eliminate manual bypass of approved customer automation; automate repetitive fulfilment, diagnostics, alert response, status communication, and evidence collection using secure API-first workflows.\n\n4. AI/LLM Tools Support & Technology Readiness :\n\n- 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.\n\n- 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.\n\n- Maintain continuous readiness through technology-roadmap reviews, release-impact assessments, hands-on labs, updated playbooks, security drills, and quarterly role-based recertification.\n\n5. Team Capability, Coverage & Collaboration :\n\n- 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.\n\n- 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.\n\n- Require shadowing, reverse shadowing, knowledge validation, quality thresholds, and formal production-readiness sign-off before independent ticket handling.\n\n- Establish structured offshore-onsite handovers, daily risk reviews, weekly technical/problem reviews, monthly service-improvement governance, and immediate reporting of personnel or ownership changes.\n\nRequired Qualifications :\n\n- 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.\n\n- 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.\n\n- 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.\n\n- Proven success rebuilding a technically weak support function through skills assessment, team transition, readiness certification, coaching, quality governance, and customer-confidence recovery.\n\n- 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.\n\n- Excellent customer communication, structured problem-solving, executive reporting, stakeholder influence, and technical mentoring. ITIL 4, cloud, security, ServiceNow, SRE, or architecture certification is preferred.\n\nCritical Success Measures :\n\n- 95% validated knowledge coverage for repeatable use cases and measurable SOP/article adherence.\n\n- Zero unauthorized bypass of approved automation and zero unapproved privileged or security-sensitive actions.\n\n- Material reduction in repeat errors, customer escalations, reopen rates, alert noise, and mean time to restore/contain.\n\n- Improved first-contact resolution, right-first-time quality, SLA/SLO attainment, CSAT, self-service adoption, and verified automation savings.\n\n- 100% production-readiness certification and timely security/technology recertification for independently operating engineers.\n\n- Reliable US-window, weekend and holiday coverage with complete handovers and no unreported ownership transitions.\nSkills\nITSM, Technical Support, Unified Operations, MS Intune, ServiceNow, Jamf Pro, ITOM, PowerShell, ITIL, Microsoft Purview","description_format":"text","description_chars":7193,"description_truncated":false,"requirements":{"experience_years_min":12,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Recruiting & Staffing","IT Staffing & Staff Augmentation"],"lifecycle":[{"event":"open","at":"2026-10-14T08:29:45Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":3,"expected_fill_days":26,"reasons":["seen:3","velocity","win:early"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/knowledge-artisans-l3l4-service-desk-technical-expert","json_url":"https://alion.io/job/knowledge-artisans-l3l4-service-desk-technical-expert.json","meta":{"generated_at":"2026-10-19T01:49:43Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1077,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3800696},"rest":"https://alion.io/mcp/rest/get_company?id=3800696"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fknowledge-artisans-l3l4-service-desk-technical-expert"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fknowledge-artisans-l3l4-service-desk-technical-expert"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fknowledge-artisans-l3l4-service-desk-technical-expert"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/knowledge-artisans-l3l4-service-desk-technical-expert\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fknowledge-artisans-l3l4-service-desk-technical-expert"}]}