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 setting, 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 st

📌 Senior Administrator (Gurugram)
🏢 Incedo
📍 Gurugram