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