Sr. Manager, Service Desk & IT Automation (Hybrid, Bangalore)

Overview

Sr. Manager responsible for India-based Service Desk and IT Automation operations as a hands-on working manager.

What you'll do

• Support IT automation initiatives to reduce repetitive work and scale operations.
• Identify repetitive Tier 1 tasks and drive automation end-to-end (build, test, measurement).
• Evaluate and build AI-augmented automations such as intelligent ticket triage and SOC alert summarisation.
• Mentor the team on automation best practices and review technical designs before deployment.
• Resolve escalated and overflow tickets across hardware, software, networks, and user access.
• Oversee Tier 1 SOC operations including triage, alert response, and incident playbook adherence.

What you'll need

• 8+ years in IT engineering or Service Desk operations, including hands-on automation engineering.
• 4+ years managing or leading technical support teams in matrixed or distributed organizations.
• Deep proficiency in PowerShell or Python for scalable IT automation workflows.
• Experience building IT automation workflows with Freshservice (or similar ITSM) and API integrations.
• Experience integrating AI/LLM capabilities into IT workflows via API/SDK/prompt engineering.
• Working knowledge of Active Directory, M365, Jamf, and endpoint management via Intune and/or Jamf.
• Working knowledge of EDR platforms, firewalls, and incident response; familiarity with ITIL or equivalent.

Details

• Work mode: Hybrid.
• Location: Bangalore, India.
• Role coordinates daily with US-based teams and may require flexibility for cross-timezone collaboration.