Tech Lead - IT Service Management 4C

Tech Lead - IT Service Management Ready to turn bold ideas into real-world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory , our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI , our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at and on LinkedIn , YouTube , X , and Facebook . Job Description Advanced L2/L3 Active Directory, M365 & Endpoint Engineer Senior Infrastructure and End User Operations 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. Role Level Advanced L2/L3 / SME Reporting To Infrastructure / EUC Operations Lead Primary Platforms AD, Entra ID, M365, Intune, PagerDuty, Windows, Azure Key Stakeholders Users, Security, Service Desk, App Teams 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. The engineer will take end-to-end ownership of difficult Tier 2/3 cases, act as the primary technical authority for Intune and PagerDuty, and build durable documentation that enables continuity of service in a distributed support model. · 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. Specialist Capability Requirements Microsoft Intune and Endpoint Management | SME / Expert · Own Intune administration for Windows endpoints, including enrollment, compliance, configuration profiles, application deployment, update rings, endpoint security policies and troubleshooting. · 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. PagerDuty Administration and Operations | SME / Expert · Administer services, escalation policies, schedules, on-call rotations, integrations, event routing, notification rules and user access. · Troubleshoot alert delivery and integration failures; tune routing and escalation to reduce missed or noisy alerts and support reliable incident response. · Maintain PagerDuty configuration, ownership maps, support procedures and audit-ready documentation. End User Support and Customer Service | Expert · 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. · Troubleshoot complex hardware, software, networking, authentication, profile, application and endpoint issues independently. · Explain technical issues and solutions clearly to technical and non-technical users while maintaining strong ownership and customer service. Printer Administration and Vendor Management | Intermediate · Serve as primary technical contact for managed print services and coordinate replacements, repairs and escalations with COBB or the designated print vendor. · Troubleshoot printer deployment, connectivity, drivers, queues, mappings and end-user printing; maintain inventory and lifecycle documentation. 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. · Work with authorized US-based teams and Geo team data in accordance with access, privacy and security requirements. Azure Administration and Cloud Operations | Working / Good Hands-on · 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. Privileged Access Management: Delinea Privilege Manager | Expert · 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. Qualifications and Experience · 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. · 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. · Exceptional written and verbal communication, customer service, prioritization, analytical troubleshooting and technical documentation skills. Microsoft Azure, endpoint, identity, M365, security or ITIL certificate Qualifications Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Business Administration, Masters - Business Analytics Certifications ServiceNow Certified Application Developer - ServiceNowServiceNow, ServiceNow Certified System Administrator (CSA) - UdemyUdemy Required Skills Agile Methodology, Client Relations, Collaboration Tools, Design Thinking, Executive Presence, Incident Management, Inclusion, People Leadership, Personal Effectiveness, Risk Management, Storytelling Language English (Required) Language Proficiency - Advanced - C1 Additional Job Location - Job Type Regular Master Skill List - IT Service Management Remote Type - Hybrid Work Shift - Evening Job (India) Why join Genpact? • Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter • Make an impact – Help global enterprises solve business challenges that matter • Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead • Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day • Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up. Let’s build tomorrow together. Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation. Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.