Smartsheet5 дней назад
Sr. Manager, Service Desk & IT Automation (Hybrid in Bangalore)
Bangalore
Обязанности
- 01Manage India-based Service Desk team with daily coordination with US managers
- 02Ensure clear direction, track progress, remove blockers, and escalate capacity constraints to the Director
- 03Monitor team performance against SLAs, quality standards, and service desk metrics
- 04Lead new employee onboarding sessions
- 05Resolve tickets across hardware, software, network, and user access; handle overflow and critical issues
- 06Perform desktop administration: software deployment, system configuration, user provisioning, and hardware lifecycle management
- 07Create and maintain knowledge base articles and process documentation
- 08Oversee Tier 1 SOC operations: triage, alert response, and adherence to incident response playbooks
- 09Coach, mentor, and support career growth for India-based engineers; hire and develop top technical talent
- 10Support the IT automation function, driving initiatives that reduce repetitive work and scale operations efficiently
- 11Identify repetitive Tier 1 tasks and drive end-to-end automation from identification through build, testing, and measurement
- 12Mentor team on automation best practices and review technical designs before deployment
Требования
- 018+ years in IT engineering or Service Desk operations, including automation engineering experience
- 024+ years managing or leading technical support teams in matrixed or distributed organizations
- 03Proven track record delivering cross-functional projects with technical ambiguity
- 04Excellent English communication skills
- 05Self-motivated with strong follow-through
- 06Comfortable balancing hands-on technical work with management in a US-directed, India-based structure
- 07Degree in Computer Science, Engineering, or equivalent practical experience
Условия
- 01Hybrid work model (Bangalore office)
- 02Flexibility to accommodate daily cross-timezone coordination (India ↔ US)
- 03Equal Opportunity Employer with inclusive environment
- 04Collaborative matrix structure with US-based managers maintaining accountability for outcomes