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 Required 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.

Educational / Professional Qualification

- Graduation or equivalent degree.
- ITIL Certification is mandatory.
- Minimum 46 years of experience in IT Service Desk / Identity & Access / IT Operations environment.

Soft Skills / Competencies

- 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 recent tools and environments with minimal knowledge transfer.
- Strong customer handling and stakeholder management skills.
- Demonstrated success working collaboratively in team-oriented environments.

📌 Senior Administrator (Gurugram)
🏢 Incedo
📍 Gurugram