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

2–3 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

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 24×7 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.