Genpact | Tech Lead - IT Service Management 4C

Responsibilities

• Own and independently resolve complex identity, endpoint, collaboration and enterprise application issues, with good hands-on exposure to Azure administration, while serving as the team SME for Microsoft Intune and PagerDuty.
• Maintain strong customer service, security controls and technical documentation.
• Provide senior-level operational support across Active Directory, Microsoft 365, Windows endpoints and enterprise applications, with practical hands-on exposure to Azure administration and Entra ID services.
• Own complex incidents from initial engagement through diagnosis, stakeholder communication, remediation, validation and closure; manage multiple priorities without compromising customer experience.
• Administer Active Directory and Entra ID, including users, groups, OUs, GPO troubleshooting, authentication, MFA, synchronization, access lifecycle, security-group based permissions and hybrid identity integration with Azure.
• Support Microsoft 365 services including Exchange Online, Outlook, Teams, SharePoint Online, OneDrive, groups, shared mailboxes, licensing and collaboration-related access issues.
• Create and maintain SOPs, runbooks, architecture/operational notes, support knowledge articles, configuration standards, inventories, troubleshooting guides and handover documentation.
• Partner with Security, application owners, vendors and service teams; provide complete diagnostics and recommendations for high-complexity or business-impacting issues.
• Investigate device registration, policy assignment, application installation, Autopilot, certificate, conditional access and endpoint compliance issues; drive root-cause resolution.
• Maintain endpoint management standards, deployment documentation, exception records and operational reporting.
• Administer services, escalation policies, schedules, on-call rotations, integrations, event routing, notification rules and user access.
• Maintain PagerDuty configuration, ownership maps, support procedures and audit-ready documentation.
• Provide Tier 2/3 support for Windows endpoints and enterprise applications, including internal employees and external consultants accessing client environments such as Epic and customer-specific applications.
• Serve as primary technical contact for managed print services and coordinate replacements, repairs and escalations with COBB or the designated print vendor.
• File Services and Collaboration Administration | Intermediate
• Create, modify and troubleshoot SMB file shares, NTFS permissions and Active Directory security groups; resolve user access and permission issues.
• Assist with migration of legacy shares to SharePoint Online, OneDrive or Azure Files; document share structures and recommend modernization improvements.
• Perform day-to-day Azure administration activities through the Azure Portal, including resource groups, subscriptions, virtual machines, storage accounts and basic network configuration.
• Support Microsoft Entra ID and hybrid identity operations, including user and group administration, role assignments, MFA, Conditional Access awareness, access reviews and troubleshooting of directory synchronization.
• Assist with Azure RBAC, resource access, monitoring and alerting, basic cost and utilization review, backup coordination and incident troubleshooting, escalating complex architecture or engineering matters to Azure specialists.
• Follow approved security, change and operational procedures and maintain accurate cloud configuration, support and troubleshooting documentation.
• Administer Delinea Privilege Manager, application control and application whitelisting policies.
• Review and troubleshoot privilege elevation requests with Security; implement least-privilege controls that support business operations.
• Resolve application compatibility issues caused by privilege restrictions and obtain required Security approvals for exceptions or changes.

Requirements

• Advanced L2/L3 Active Directory, M365 & Endpoint Engineer.
• Approximately good years of relevant infrastructure, endpoint and enterprise support experience, including advanced L2/L3 ownership of complex cases.
• Deep hands-on expertise in Active Directory, Entra ID, Microsoft 365, Windows endpoints and Intune; strong PagerDuty and Delinea administration capability, supported by good hands-on exposure to Azure administration.
• Exceptional written and verbal communication, customer service, prioritization, analytical troubleshooting and technical documentation skills.
• Microsoft Azure, endpoint, identity, M365, security or ITIL certificate.
• Advanced L2/L3 / SME
• Working knowledge of PowerShell, Azure Portal, Azure Resource Groups, virtual machines, storage accounts, networking fundamentals, RBAC, monitoring, endpoint networking, authentication, application troubleshooting, SMB/NTFS permissions and cloud collaboration platforms.

Genpact

Genpact is a global professional services and technology firm known for running and transforming business processes for large companies. It began in 1997 in Gurugram as a business unit of General Electric and became an independent company in 2005.

Finance and accounting is one of Genpact's core practices. The firm regularly hires CAs, CMAs and commerce graduates for record-to-report, order-to-cash, procure-to-pay, FP&A, and risk and controls roles.

• Industry: Professional services and business process management
• Headquarters: New York, USA
• In India: Major centres in Gurugram, Hyderabad, Bengaluru, Kolkata, Noida and other cities