Senior Administrator
On-siteGurugram, Haryana, India
Job Summary
Manage the XB (onboarding & offboarding) and HELP (service requests & incidents) queues in Jira Service Management, administering hybrid identity environments including Active Directory, Microsoft Entra ID, Okta SSO, and SCIM provisioning. Support Microsoft 365 workloads for user/license management and Azure File Share access while maintaining the Jira platform via email integration, queue configuration, and workflow management. Perform onboarding ticket QA, troubleshoot escalated service requests, and assist in security/audit investigations using Entra ID and Microsoft Purview logs. Prepare client-facing documentation such as RCAs and MOM documents, maintain shift handover records, and support major account initiatives and cutovers. Maintain 24x7 Service Desk coverage per the shift roster, drive process optimization, and coordinate with Transition Leads and client stakeholders on escalations and audits.
Required Qualifications
- Graduation or equivalent degree
- ITIL Certification
- Minimum 4–6 years of experience in IT Service Desk / Identity & Access / IT Operations environment
Desired Qualifications
- Strong hands-on experience in Active Directory administration (hybrid: on-prem AD + Entra ID via Entra Connect)
- Microsoft Entra ID / Azure AD administration
- Okta SSO / SCIM provisioning and de-provisioning
- Jira Service Management administration (queues, workflows, SSO, email integration)
- Microsoft 365 administration (Exchange Online, licensing, Azure File Share access)
- Working knowledge of Microsoft Purview and Entra ID audit logs for security/audit investigations
- Endpoint and printer troubleshooting
- OS patching and endpoint update management
- Networking and connectivity troubleshooting
- Exposure to ITSM ticketing platforms and structured incident/problem management processes
- Comfortable producing client-facing documentation (RCA, MOM, sign-off sheets, status reports)
- Ability to work in fast-paced operational environments with strong troubleshooting capabilities
- Strong ownership mindset with the ability to work independently on complex technical issues
- Excellent written and verbal communication skills, including client-facing documentation
- Strong analytical and structured problem-solving skills
- Ability to adapt quickly to new tools and environments with minimal knowledge transfer
- Strong customer handling and stakeholder management skills
- Demonstrated success working collaboratively in team-oriented environments
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