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Matillion is an AI Data Automation platform company (Maia) that combines 15 years of data expertise with agentic AI to eliminate manual work for data teams. The company is global with offices in the UK, US, and India.
As a Senior Service Desk Analyst based in the Hyderabad office, you will be the primary point of contact for the US-based team during their business hours (night shift from Hyderabad). You will operate with significant autonomy as the sole Service Desk analyst on shift, backed by a global IT network across the UK and India.
Key Responsibilities:
- Serve as primary point of contact during US business hours, triaging and independently troubleshooting hardware, software, network, and application issues across Windows and macOS for the global workforce
- Partner with Felix, an AI virtual Service Desk teammate, picking up tickets it cannot fully resolve and using its triage summaries to work efficiently
- Own tickets end-to-end in the ITSM system, working to ITIL/ITSM best practices and meeting SLA targets; escalate to the wider IT team only when genuinely necessary
- Execute secure user provisioning and device lifecycle management using Okta, Jamf, and Microsoft Intune
- Administer core SaaS platforms including Google Workspace, Slack, Zoom, and Atlassian suite (Jira, Jira Service Management, Confluence)
- Manage user onboarding and offboarding in coordination with PeopleOps
- Use AI assistants (Claude, Gemini) and automation platforms (n8n) to speed up triage, draft responses, and automate repetitive workflows
- Maintain clear handover notes for the global IT Service Desk team and improve knowledge base documentation
- Take ownership of smaller IT changes and contribute to larger IT projects including testing, documentation, and rollout
You will work in a fast-paced, innovative environment that leverages advanced AI tools to maintain high-velocity, high-quality support. The role blends human technical intuition with AI efficiency to deliver world-class support.
Requirements:
Essential:
- 2–4 years' experience in a 2nd line or standalone IT support role, with a track record of resolving complex issues independently
- Strong working knowledge of both Windows and macOS environments
- Hands-on experience administering an identity provider (e.g., Okta or similar) and an MDM platform (e.g., Jamf, Intune)
- Comfortable working within ITIL/ITSM frameworks and using a ticketing system such as Jira Service Management, with genuine understanding of SLAs
- Practical experience with core SaaS platforms: Google Workspace, Slack, Zoom, and Atlassian suite
- Comfortable using AI assistants (Claude, Gemini) as part of daily troubleshooting and genuinely enthusiastic about working alongside an AI virtual teammate
- Self-starter who can review and improve business processes, take ownership of IT initiatives, and prioritize workload based on urgency and impact
- Comfortable working with high degree of autonomy as the only Service Desk analyst on shift
- Excellent verbal and written communication skills, with ability to translate technical detail for non-technical stakeholders
- Genuine sense of ownership; proactively drives tickets and projects to resolution
- Ability to manage own workload, prioritize effectively, and stay organized under pressure
Desirable:
- Experience with Confluence for documentation and knowledge base management
- Exposure to workflow automation tooling such as n8n
- Experience with endpoint security/EDR tooling (e.g., CrowdStrike)
- Experience working in a SaaS-first, multi-office, or globally distributed organization with cross-timezone handovers
- Experience with software license audits and vendor management
- Familiarity with formal change management processes
