Posted: 29 days ago
Job Description
<p><strong>Key Responsibilities:</strong></p><ol><li><strong>Technical Leadership & Operations</strong></li></ol><ul><li>Serve as the technical escalation point for complex issues across Active Directory, Microsoft Entra ID, ADCS, ADFS, File Servers, and Certificate Management.</li><li>Perform daily operations, maintenance, and advanced troubleshooting of identity infrastructure services.</li><li>Oversee permission management for on-prem and cloud file servers, ensuring adherence to security and compliance standards.</li><li>Manage and maintain AD Certificate Services and Public Key Infrastructure (PKI), including renewal, deployment, and lifecycle processes.</li><li>Support and manage Active Directory Federation Services (ADFS) and integration with cloud and SaaS applications.</li><li>Actively participate in incident management, problem resolution, change control, and root cause analysis.</li></ul><ol><li><strong>Team & Shift Management</strong></li></ol><ul><li>Lead a global support team including shift scheduling, resource allocation, and workload balancing.</li><li>Guide and mentor beginner, intermediate and expert level engineers, fostering skill development and continuous learning.</li><li>Ensure quality control in operational coverage and incident response by managing support rotations and shifts effectively.</li><li>Conduct regular team meetings, performance reviews, and goal tracking.</li></ul><ol><li><strong>Customer Satisfaction & Escalation Handling</strong></li></ol><ul><li>Manage high-priority incidents and ensure timely communication and resolution to maintain customer satisfaction.</li><li>Act as the primary contact for onshore customers and stakeholders for technical and operational updates.</li><li>Collaborate with cross-functional teams to ensure seamless support for end users.</li></ul><ol><li><strong>Documentation & Compliance</strong></li></ol><ul><li>Create and maintain detailed documentation, including standard operating procedures (SOPs), architectural diagrams, and technical runbooks.</li><li>Ensure all systems and operations comply with internal policies and external regulations (e.g., ISO, SOC, GDPR).</li></ul><p><strong> </strong></p><p><strong>Skillset/Qualification:</strong></p><p><strong> </strong></p><p><strong>Technical Skills</strong></p><ul><li>10+ years of experience in IT infrastructure, with at least 3 years in a technical lead or senior engineer role.</li><li>Active Directory (design, GPO, DNS, sites and services)</li><li>Microsoft Entra ID (Azure AD), including conditional access, identity protection, and SSO</li><li>Active Directory Certificate Services (ADCS) and Public Key Infrastructure (PKI)</li><li>Active Directory Federation Services (ADFS)</li><li>File Server and cloud-based permission management</li><li>Solid understanding of identity lifecycle management, access controls, and security best practices.</li><li>Proficiency with PowerShell scripting for automation and management.</li><li>Experience with incident management tools (e.g., ServiceNow, Helix, Jira).</li><li>Experience with hybrid identity setups and cloud infrastructure (e.g., Microsoft 365, Azure, Intune) is a plus.</li></ul><p><br></p><p><strong>Leadership & Soft Skills</strong></p><ul><li>Proven leadership in managing technical teams and shift operations.</li><li>Strong communication and interpersonal skills with a customer-first mindset.</li><li>Demonstrated ability to handle escalations and resolve issues under pressure.</li><li>Ability to work independently while coordinating with distributed teams.</li></ul><p><br></p><p><strong>Preferred Qualifications:</strong></p><ul><li>Microsoft certifications such as MS-100, MS-101, SC-300, or Azure Administrator Associate.</li><li>ITIL Foundation certification.</li><li>Experience working in regulated environments or large enterprise settings.</li></ul><p><br></p>
