Company Overview

Incedo is a US-based consulting, data science and technology services firm with over 3000 people helping clients from our six offices across US, Mexico and India. We help our clients achieve competitive advantage through end-to-end digital transformation. Our uniqueness lies in bringing together strong engineering, data science, and design capabilities coupled with deep domain understanding. We combine services and products to maximize business impact for our clients in telecom, Banking, Wealth Management, product engineering and life science

& healthcare industries.

Working at Incedo will provide you an opportunity to work with industry leading client organizations, deep technology and domain experts, and global teams.

Incedo

University, our learning platform, provides ample learning opportunities starting with a structured onboarding program and carrying throughout various stages of your career. A variety of fun activities is also an integral part of our friendly work environment. Our flexible career paths allow you to grow into a program manager, a technical architect or a domain expert based on your skills and interests.

Our Mission is to enable our clients to maximize business impact from technology by

- Harnessing the transformational impact of emerging technologies
- Bridging the gap between business and technology

Role Description

Role & Responsibilities

- Act as a senior administrator on the account, supporting day-to-day management of the XB (onboarding & offboarding) and HELP (service requests & incidents) queues in Jira Service Management.
- Administer and support the hybrid identity environment, including:
- Active Directory (on premises) user, group, and OU management
- Microsoft Entra ID (Azure AD) administration
- Entra Connect (Azure AD Connect) sync monitoring and troubleshooting
- Okta SSO and SCIM-based provisioning/de-provisioning,



including AD group-to-Jira user list sync

- Administer Microsoft 365 workloads for the account, including user/license management, Exchange Online mailboxes, and Azure File Share access provisioning (e.g., application shares such as Century City Apps).
- Support and maintain the Jira Service Management platform, including:

- Helpdesk email integration via Microsoft Graph API / OAuth 2.0
- Okta SAML SSO integration with Atlassian Cloud
- Queue configuration, workflows, and user/group provisioning

- Perform onboarding ticket QA, ensuring accounts, groups, and access are provisioned correctly before closure.
- Troubleshoot and resolve escalated service requests, including endpoint/printer issues (e.g., Sharp MFPs), access requests, and application support tickets.
- Assist in security/audit investigations, including reviewing Entra ID audit logs, on-prem AD Security event logs, and Microsoft Purview data as needed.
- Prepare and maintain client-facing documentation, including RCA write-ups, MOM documents, sign-off sheets, and ticket status summaries.
- Support major account initiatives and cutovers (e.g., the transition), including testing, validation, and post-cutover stabilization.
- Maintain shift handover documentation and support 24x7 Service Desk coverage per the shift roster.
- Drive process optimization and documentation improvements across onboarding and service request workflows.
- Coordinate with the Transition Lead, Project Lead, and client stakeholders on escalations, audits, and process changes.





Technical Skills

- Robust 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.

Nice-to-have skills

- 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.

Qualifications

- Graduation or equivalent degree.
- ITIL Certification is mandatory.
- Minimum 4–6 years of experience in IT Service Desk / Identity & Access / IT Operations environment.

Company Value

We value diversity at Incedo. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

📌 Senior Administrator (Gurugram)
🏢 Incedo
📍 Gurugram