Smartsheet24 days ago
Старший менеджер, Служба поддержки и IT-автоматизация (гибридный формат, Бангалор)
Salary not specified
MARKET
12,375 ₽median for this role
IT Support / Helpdesk · 65 jobs with disclosed pay
5,714half of the offers: 8,583–16,667145,833
The employer didn't disclose pay — compare with the market yourself.
Bangalore
Responsibilities
- 01Support the IT automation function, driving initiatives that reduce repetitive work and scale operations efficiently
- 02Identify repetitive Tier 1 tasks and drive end-to-end automation from identification through build, testing, and measurement
- 03Evaluate and build AI-augmented automation where it reduces toil
- 04Mentor team on automation best practices and review technical designs before deployment
- 05Manage India-based Service Desk team with daily coordination with US managers
- 06Ensure clear direction, track progress, remove blockers, and escalate capacity constraints to the Director
- 07Monitor team performance against SLAs, quality standards, and service desk metrics
- 08Lead new employee onboarding sessions
- 09Resolve tickets across hardware, software, network, and user access; handle overflow and critical issues
- 10Perform desktop administration: software deployment, system configuration, user provisioning, and hardware lifecycle management
- 11Create and maintain knowledge base articles and process documentation
- 12Oversee Tier 1 SOC operations: triage, alert response, and adherence to incident response playbooks
- 13Coach, mentor, and support career growth for India-based engineers; hire and develop top technical talent
Requirements
- 018+ years in IT engineering or Service Desk operations, including hands-on automation engineering (scripting, API integrations, or workflow orchestration)
- 024+ years managing or leading technical support teams in matrixed or distributed organizations
- 03Proven track record delivering cross-functional projects with technical ambiguity
- 04Deep proficiency in PowerShell or Python; experience building scalable IT automation workflows
- 05Strong hands-on experience with Freshservice (or similar ITSM), including workflow orchestration and API integrations
- 06Experience integrating AI/LLM capabilities into IT workflows via API, SDK, or prompt engineering
- 07Experience with Active Directory, M365, Jamf, and endpoint management via Intune and/or Jamf
- 08Working knowledge of EDR platforms, firewalls, and incident response; familiarity with ITIL or equivalent frameworks
- 09Excellent English communication skills; self-motivated with strong follow-through
- 10Comfortable balancing hands-on technical work with management in a US-directed, India-based structure
- 11Flexible to accommodate daily cross-timezone coordination (India ↔ US)
- 12Degree in Computer Science, Engineering, or equivalent practical experience
What we offer
- 01Hybrid work model based in Bangalore
- 02Daily coordination with US-based teams
- 03Flexibility in working hours to accommodate cross-timezone collaboration
- 04Equal Opportunity Employer with inclusive environment