L2 Service Desk Engineer
ConfidentialIndia, Hyderabad / Secunderabad, Telangana19 hours ago
Job descriptionAutomation & 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) 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 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.
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 :
Soft Skills
Why Join Us
Skills Required
Salesforce, Rundeck, Power Automate, Logic Apps, Powershell, Intune, Exchange Online, Zabbix, Datadog, Microsoft 365, Vpn, Azure Ad, Slack, Ansible, Dynatrace, Cisco Meraki, Python, Azure Devops
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Service Desk Engineer • India, Hyderabad / Secunderabad, Telangana
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