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
23 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
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)
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 247 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.
