L2 Service Desk Engineer

L2 Service Desk Engineer Automation & Intelligent Operations

Key Responsibilities

• Act as the L2 escalation point for all Service Desk incidents, requests, and problem management activities.
• Provide mentorship and cover support for L1 team members during high workload, shift gaps, or priority incidents.
• Design and manage automation workflows using Power Automate, Logic Apps, Azure DevOps pipelines, and RunDeck.
• Develop PowerShell/Python scripts to automate services restarts, user provisioning, configuration checks, and patching.
• Integrate Slack automations (ChatOps) and bot-driven alerts for proactive communication and faster resolutions.
• Implement and maintain xMatters workflows for automated incident escalation and on-call notifications.
• Administer and enhance Zabbix and Grafana dashboards, integrating alerts with automation pipelines for self-remediation.
• Support Intune and Azure AD automation for device compliance, policy enforcement, and identity lifecycle management.
• Collaborate closely with Salesforce Enterprise Platform and Agentforce 360 teams to streamline ITSM workflows and intelligent automation.
• Conduct RCA, document SOPs, and continuously improve the internal knowledge base with reusable playbooks and automation templates.
  

Required Skills & Experience

23 years of experience in IT Service Desk / L2 Operations with a strong automation background.

Hands-on expertise in:

Automation & Orchestration: Power Automate, Logic Apps, Azure DevOps, RunDeck, Ansible related Automation

Cloud & Endpoint: Microsoft 365, Intune, Azure AD, Exchange Online

• Monitoring & Observability: DataDog, Dynatrace and Zabbix

Networking: Cisco Meraki and VPN, firewall, and routing basics

Scripting: PowerShell, Python, REST API integrations

Collaboration & ChatOps: Slack administration and automation

CRM & Platform Integration: Salesforce Enterprise, Agentforce 360 Platform knowledge (added advantage)

Soft Skills

• Fluent in English, with excellent verbal and written communication.
• Strong interpersonal and collaboration skills across distributed global teams.
• Ability to perform effectively in a 247 high-pressure environment with shifting priorities.
• Analytical, process-oriented, and highly proactive in problem-solving.
• Strong sense of ownership, accountability, and commitment to continuous improvement.
• High emotional intelligence and tact in handling sensitive or high-impact issues.
• Strong collaboration and stakeholder management skills.
• Curiosity-driven and adaptable to evolving technologies and tools

Why Join Us

• Be part of a global automation-first operations culture.
• Work with next-generation platforms combining ITSM, AIOps, and intelligent automation.
• Collaborate with high-impact teams driving digital service transformation.
• Gain cross-domain exposure (Cloud, Security, Network, Automation) and continuous growth opportunities.