Responsibilities
- Support the IT automation function, driving initiatives that reduce repetitive work and scale operations efficiently
- Identify repetitive Tier 1 tasks and drive end-to-end automation from identification through build, testing, and measurement
- Evaluate and build AI-augmented automation where it reduces toil — e.g. intelligent ticket triage, SOC alert summarisation, AI-assisted knowledge base drafting
- Mentor team on automation best practices and review technical designs before deployment
- Manage India-based Service Desk team with daily coordination with US managers
- Ensure clear direction, track progress, remove blockers, and escalate capacity constraints to the Director
- Monitor team performance against SLAs, quality standards, and service desk metrics
- Lead new employee onboarding sessions
- Resolve tickets across hardware, software, network, and user access; handle overflow and critical issues
- Perform desktop administration: software deployment, system configuration, user provisioning, and hardware lifecycle management
- Create and maintain knowledge base articles and process documentation
- Oversee Tier 1 SOC operations: triage, alert response, and adherence to incident response playbooks
- Coach, mentor, and support career growth for India-based engineers; hire and develop top technical talent
Requirements
- 8+ years in IT engineering or Service Desk operations, including hands-on automation engineering (scripting, API integrations, or workflow orchestration)
- 4+ years managing or leading technical support teams in matrixed or distributed organizations
- Proven track record delivering cross-functional projects with technical ambiguity
- Deep proficiency in PowerShell or Python; experience building scalable IT automation workflows
- Strong hands-on experience with Freshservice (or similar ITSM), including workflow orchestration and API integrations
- Experience integrating AI/LLM capabilities into IT workflows via API, SDK, or prompt engineering — not limited to using vendor AI toggles (e.g. Freshservice Freddy) out of the box
- Experience with Active Directory, M365, Jamf, and endpoint management via Intune and/or Jamf
- Working knowledge of EDR platforms, firewalls, and incident response; familiarity with ITIL or equivalent frameworks
- Excellent English communication skills; self-motivated with strong follow-through
- Comfortable balancing hands-on technical work with management in a US-directed, India-based structure
- Flexible to accommodate daily cross-timezone coordination (India ↔ US)
- Degree in Computer Science, Engineering, or equivalent practical experience
Work Arrangement
Hybrid — Bangalore
Additional Information
- This role requires daily coordination with US-based teams and flexibility in working hours to accommodate cross-timezone collaboration.
