Lead - IT Infra

Job Description We cultivate a culture of innovation, inclusion for all employees and respect their individual strengths, views, and experiences. We thrive on the diversity of our talent in all forms and see it as a strength in building high performance teams across brands. As we rewrite commerce in India, change is the only constant in our day to day lives. Key Responsibilities: IT Service Management - Oversee IT service operations, ensuring strict adherence to ITIL best practices for robust IT service delivery. - Monitor ITSM platforms to track, log, and resolve service requests, incidents, and root causes of problems efficiently. - Drive automation initiatives to optimize ticket management, reduce manual intervention, and improve resolution times. - Define and implement KPIs to assess service effectiveness and recommend continuous improvements for system uptime and availability. Office 365 Administration Azure AD - Administer and optimize Office 365 applications, ensuring seamless integration and security compliance. - Manage Azure Active Directory (Azure AD) for identity and access governance, enforcing role-based access control (RBAC) and conditional access policies. - Oversee enterprise-wide Exchange Online operations, ensuring high availability, email hygiene, and policy enforcement. - Implement Microsoft Teams, SharePoint, and OneDrive policies to facilitate secure collaboration and data governance. - Diagnose and resolve Office 365 and Azure AD-related incidents, reducing system downtime and improving user productivity. Exchange Server Microsoft Intune Management - Manage hybrid Exchange Server environments, overseeing email flow, mail security policies, and spam filtering. - Deploy and enforce Microsoft Intune MDM/MAM policies for endpoint security, application deployment, and compliance management. - Streamline mobile device management (MDM) workflows for secure remote access and Bring Your Own Device (BYOD) policies. - Conduct regular audits on mail retention policies, data loss prevention (DLP), and compliance adherence. Active Directory, DHCP, DNS GPO Management - Administer and secure Active Directory (AD) domains, including user authentication, organizational unit (OU) management, and replication monitoring. - Configure and optimize DNS and DHCP services to ensure high-availability name resolution and IP address assignment. - Implement and maintain Group Policy Objects (GPOs) to enforce enterprise-wide security, compliance, and access policies. - Perform periodic security audits to identify misconfigurations, stale objects, and security risks in AD, DNS, and DHCP. IT Operations Disaster Recovery Management - Oversee IT infrastructure operations to maintain high availability, scalability, and performance optimization. - Design and execute disaster recovery (DR) and business continuity (BCP) strategies, ensuring minimal service disruption during failures. - Manage enterprise backup solutions, defining retention policies, encryption standards, and restoration procedures. - Implement automation for proactive infrastructure monitoring, alerting, and predictive failure analysis. End User Support Solutioning - Provide Level 2/3 technical support for end-user computing, resolving complex hardware, software, and connectivity issues. - Deploy self-service IT solutions, including chatbots, knowledge bases, and automation scripts, to enhance user experience. - Facilitate enterprise-wide training sessions to educate users on best practices for Office 365, endpoint security, and IT policies. - Work cross-functionally with stakeholders to tailor IT solutions that enhance operational efficiency and user productivity. Security Compliance Management - Implement security frameworks (e.g., NIST, CIS benchmarks) and enforce best practices for endpoint protection. - Conduct periodic vulnerability assessments, applying security patches and remediating identified risks. - Configure and maintain Multi-Factor Authentication (MFA), Single Sign-On (SSO), and Conditional Access Policies for enhanced security. - Partner with cybersecurity teams to drive compliance with regulatory standards like ISO 27001, GDPR, and SOC 2. - Regularly review audit logs, conduct forensic analysis, and implement necessary remediations to protect against emerging threats. Key Skills Competencies - Expertise in Microsoft TechnologiesProficient in managing Microsoft 365, Azure AD, Exchange Server, Intune, and endpoint security solutions. - Deep technical knowledge of PowerShell scripting for automation and configuration management. - Strong experience in Microsoft security and compliance tools, including Defender for Endpoint and Microsoft Sentinel. - ITIL IT Service Management (ITSM)Hands-on experience with ITIL processes, including incident, problem, and change management. - Familiarity with ITSM tools like ServiceNow, Jira Service Desk, or BMC Remedy for streamlined service delivery. - Strong analytical skills to monitor and improve ITSM KPIs and SLAs. - Active Directory Network ServicesExpertise in managing complex AD environments with multi-domain forests, trusts, and authentication protocols. - Proficiency in configuring and troubleshooting DHCP, DNS, and GPOs for secure network operations. - Ability to perform LDAP queries, AD schema modifications, and domain migration planning. - Disaster Recovery Backup ManagementKnowledge of backup technologies, including Veeam, Commvault, or Azure Backup for disaster recovery planning. - Hands-on experience in designing and implementing high-availability and fault-tolerant IT architectures. - Ability to conduct and document periodic DR drills to ensure organizational preparedness for potential outages. - Security ComplianceStrong understanding of zero-trust security principles, endpoint protection, and enterprise data security. - Experience in endpoint detection and response (EDR) solutions for proactive threat detection and mitigation. - Proficiency in configuring Microsoft Defender, Sentinel, and cloud security posture management. - End User Computing SupportExpertise in troubleshooting complex IT issues related to Windows, macOS, and mobile operating systems. - Ability to develop and implement automated self-healing scripts for common end-user computing challenges. - Strong communication and interpersonal skills to deliver high-quality end-user training and support services. Experience Level - 6+ years of relevant experience Educational Qualification - Diploma / Bachelor of Engineering Certifications - MD-102: Microsoft Endpoint Administrator