Active Directory, M365 & Endpoint Engineer – L3

Active Directory, M365 & Endpoint Engineer – L3
Location: Hyderabad & Delhi NCR
Experience: 10+ years
Immediate joiners preferred
Rotational shift
Primary Skills: AD, Entra ID, M365, Intune, PagerDuty, Windows, Azure, Endpoint
*********For Immediate Response, Please share resume to nsenthil.kumar@genpact.com with Sub of "AD-M365-Endpoint Engineer" along with notice period*********
Role Objective
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.
Core Responsibilities
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 10 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 certifications are preferred.

Work arrangement
No