Lead - IT Infra

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

Skills Required
Servicenow, Azure Ad