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.
For more information, please visit https://www.atlassystems.com/
Please click on the link below to apply for this position:
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.
