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 workplace, 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 (India)
🏢 Incedo
📍 India