Job Summary
We are seeking a highly experienced and dedicated Service Manager to oversee the delivery, operations, and continuous improvement of our Active Directory (AD) / Entra ID services. The ideal candidate will have a strong background managing enterprise-scale identity and access management (IAM) systems, deep knowledge of common operational scenarios, and the ability to resolve complex challenges related to AD and Entra ID.
As a Service Manager, you will coordinate with cross-functional teams to ensure service stability, security, and scalability, and act as a key contributor in driving the success of identity management initiatives for the organization.
Key Responsibilities
1. Service Management and Operations:
• Manage the end-to-end lifecycle of Active Directory (including on-prem AD DS) and Azure Entra ID (formerly Azure AD) services.
• Lead operational activities, including incident management, problem resolution, change management, and upkeep of runbooks and playbooks.
• Ensure system reliability, scalability, and performance by implementing best practices in monitoring, maintenance, and capacity management.
• Guarantee adherence to SLAs and KPIs for service quality and availability.
2. Incident and Escalation Management:
• Act as the point of contact for escalated AD/Entra ID-related incidents.
• Provide expert-level support for diagnosing and resolving complex technical issues in multi-site, hybrid, and cloud-based environments.
• Drive root-cause analysis and implement corrective actions to mitigate recurring issues.
3. Strategic Planning and Improvements:
• Collaborate with stakeholders to define service improvement plans for enhancing AD/Entra ID stability, functionality, and user experience.
• Lead upgrades, migrations, and enhancements of AD and Entra ID infrastructure, aligning with long-term IT strategy and business requirements.
• Stay updated on best practices in IAM and recommend innovative solutions to advance the organization’s identity management capabilities.
4. Governance, Security, and Compliance:
• Ensure compliance with corporate security policies, industry standards, and regulatory requirements regarding identity and access management.
• Manage role-based access controls, group policies, and secure authentication mechanisms such as MFA, SSO, and conditional access policies.
• Lead regular audits and health checks of the AD/Entra ID environment to ensure optimal security and configuration standards.
5. Collaboration and Team Leadership:
• Work closely with IT operations, engineering, architecture, and security teams to maintain cohesive identity infrastructure.
• Mentor, train, and guide junior team members or IT staff on key AD/Entra ID operations and best practices.
• Partner with external service providers (if applicable) to maintain a high degree of support excellence.
6. Documentation and Reporting:
• Maintain detailed documentation of AD and Entra ID processes, configurations, standards, and issue resolutions.
• Provide periodic service health reports, incident analysis, and improvement recommendations to IT leadership.
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Skills and Qualifications
Required Skills:
• Especially 5–7+ years of progressive experience managing enterprise-scale Active Directory (AD) and Azure Entra ID services, including hybrid configurations (on-prem/cloud).
• Strong expertise in:
o Identity lifecycle management, including user provisioning and deprovisioning.
o Domain controllers (DC), group policies (GPO), trusts, DNS, and federation services (., AD FS).
o Azure Entra ID services, including Conditional Access, Privileged Identity Management (PIM), and MFA.
o Single Sign-On (SSO), Kerberos authentication, and OAuth/LDAP protocols.
• In-depth understanding of operational challenges such as:
o Account lockouts, replication issues, permissions troubleshooting, schema updates, and hybrid integration challenges.
o Monitoring and resolving synchronization challenges between AD, Azure AD Connect, and Entra ID.
• Experience in incident management, root-cause analysis, and service improvement in IAM contexts.
• Strong knowledge of PowerShell scripting and automation for AD/Entra ID tasks.
• Familiarity with modern identity frameworks, such as Zero Trust Architecture and Secure Access Service Edge (SASE).
Preferred Skills:
• Experience with certificate services (ADCS) and PKI management.
• Familiarity with third-party IAM tools, such as OIM, Okta, Ping Identity, or SailPoint, integrated with AD/Entra ID.
• Knowledge of DevOps principles and integration with identity management platforms.
• Azure Active Directory B2C implementations or other external user management configurations.
Soft Skills:
• Strong communication and stakeholder management skills for coordinating with technical and non-technical audiences.
• Proven ability to lead cross-functional teams and establish trust with diverse stakeholders.
• Analytical mindset with a problem-solving approach to managing complex systems and escalations.
Educational Background
• Mandatory: Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• Certifications (Preferred):
o Relevant Microsoft certifications
o ITIL Foundation certification
8 - 10 Years
3 Openings
10.0 - 15.0 Lac/Yr
Online interview
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