Senior Service Desk Engineer – Unified Operations (NOC/SOC/Service Desk)

Job Description – Senior Service Desk Engineer – 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/615

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)

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.

Critical 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, S&P 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, S&P 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, US-holiday, and major-incident support is required.

Critical Success Measures

• ≥95% adherence to validated SOPs and knowledge, with contribution toward ≥95% coverage of repeatable use cases.
• Zero unapproved privileged, irreversible, user-disablement, or security-sensitive actions and 100% timely security escalation.
• Reduced repeat errors, reopen rates, customer escalations, avoidable handoffs, and mean time to restore or contain.
• Improved first-contact resolution, right-first-time quality, SLA attainment, CSAT, ticket documentation, and knowledge reuse.
• 100% completion of mandatory security training, production-readiness validation, and scheduled technology recertification.
• Reliable shift, weekend, and US-holiday coverage with complete handovers and no unreported ownership transitions.