Lead IT Services & Support Engineer

Comscore, Inc.; Pune District; On-site; INR 2,000,000 - 3,000,000; Full time

Job summary

Comscore, Inc. seeks a Lead IT Services & Support Engineer in Pune to own APAC and EMEA-hours ITSD operations, manage Okta and JIRA Service Management across platforms, and coach the Pune team. The role requires strong technical depth in identity, ITSM, and Microsoft 365 ecosystems, plus excellent English for US collaboration.

You will drive SOPs, SLA reporting, and cross-region program involvement; on-call coverage, onboarding/offboarding, and escalation handling are part of the duties.

Qualifications

• Bachelor's Degree in Computer Science, Information Systems, or a related technical field.
• Seven or more years of total experience in enterprise IT support, service-desk operations, or systems administration in a global company environment.
• Two and a half or more years of demonstrable team lead experience: owning a queue, running SLA reporting, coaching junior engineers, and acting as an escalation path for a US or EMEA manager.
• Deep, hands-on Okta administration experience at scale (500+ user tenant): lifecycle management, MFA policy design, application onboarding via SAML, OIDC, or OAuth, security group governance, and directory hygiene.
• Strong JIRA Service Management experience as a power user or administrator: request-type design, workflow tuning, portal management, SLA reporting.
• Working administration experience across Microsoft 365 (Exchange Online, SharePoint, OneDrive, Teams) and Microsoft Entra ID / Active Directory (group management, conditional access basics, licensing).
• Working knowledge of at least one Windows endpoint management platform (Quest KACE, Automox, or Microsoft Intune) and some familiarity with Jamf Pro on the macOS side.
• Excellent written and verbal English communication skills, sufficient for daily interaction with US and EMEA managers, engineers, and executives.
• Experience working with employees and clients around the world, primarily in the US, at all levels of the organization.
• Track record of producing and maintaining written SOPs, runbooks, or knowledge-base documentation.
• Attention to detail and the ability to follow, refine, and author complex operational procedures.
• Proactive problem-solving approach and ownership mindset for the Pune queue.
• Ability to work a schedule that provides at least three hours of overlap with US Eastern time each week for cross-region collaboration.

Responsibilities

• Own the APAC and EMEA-hours slice of the JIRA Service Management (IESD) queue end-to-end, from triage through resolution or routing.
• Serve as the senior Okta administrator in Pune: manage lifecycle, MFA policy, security groups, application onboarding (SAML/OIDC/OAuth), and directory hygiene for a 2000+ user tenant.
• Partner with the US Lead IT Services & Support Engineer on platform architecture for Okta, JIRA Service Management, Jamf Pro, Quest KACE, Automox, and Microsoft 365 / Entra ID.
• Act as the escalation point for the existing Pune IT Support Specialists.
• Drive access-request approval flows for AWS role assignment, Application Access, Software install, and Security Group requests, applying judgment where the ticket does not have a clean runbook match.
• Own the design, publication, and maintenance of Standard Operating Procedures and runbooks in Confluence for every recurring ITSD work packet.
• Report weekly on Pune queue health, SLA attainment, and top ticket drivers to the Director, IT Services & Support.
• Represent Pune on cross-team programs: contractor account extensions with HR, distribution list governance with Corp Comms, laptop refresh planning, and audit evidence collection with the InfoSec and BRC teams.
• Onboard and offboard employees and contractors in Pune, including day-one hardware, account, and access provisioning.
• Provide on-call and follow-the-sun support coverage during APAC business hours, with a defined overlap window each week for US and EMEA collaboration.
• Communicate incidents, changes, and service updates in clear written English to stakeholders at all levels of the organization.
• Contribute to continuous improvement of the IT service catalog, request-type design, and portal experience in JIRA Service Management.

Skills

Okta administration

JIRA Service Management

Entra ID

Microsoft 365

Endpoint management

Team leadership

SLA reporting

English communication

AWS IAM

Education

Bachelor's Degree in Computer Science / Information Systems

Tools

Okta

JIRA Service Management

Jamf Pro

Quest KACE

Automox

Intune

Microsoft 365

Job description

## Lead IT Services & Support EngineerApply: IND - Pune, India: Full time: Posted 2 Days Ago: REQ1733The IT Services & Support (ITSD) team keeps Comscore's global workforce productive by owning identity, endpoint, and service-desk operations across our Reston, Portland, New York, Amsterdam, Warsaw, Santiago, and Pune offices. The team runs Comscore's Okta tenant, JIRA Service Management portal, Microsoft 365 and Entra ID directory, and endpoint management platforms (Jamf Pro, Quest KACE, Automox, Intune), and is the first-line owner for every access, hardware, software, and productivity request across the company. Comscore is hiring a Lead IT Services & Support Engineer to anchor the Pune arm of this team. This is a foundational role during a period of significant growth for Comscore in Pune, and the person in this seat will shape how APAC and EMEA-hours service-desk work is delivered for the next several years. The Lead will be the senior technical voice for identity and service-desk operations in Pune, coach the existing Pune ICs, act as the APAC escalation path for the US Director, and partner with the US Lead in Reston on platform ownership across Okta, JIRA Service Management, and endpoint tooling. This role requires strong technical depth in identity, ITSM, and Microsoft-ecosystem administration, together with excellent written and spoken English for daily collaboration with US stakeholders. The person in this seat will be expected to raise the team's documentation and process bar, own SLA and metric reporting for the Pune queue, and grow the Pune practice as additional hires join.**About This Role:**The IT Services & Support (ITSD) team keeps Comscore's global workforce productive by owning identity, endpoint, and service-desk operations across our Reston, Portland, New York, Amsterdam, Warsaw, Santiago, and Pune offices. The team runs Comscore's Okta tenant, JIRA Service Management portal, Microsoft 365 and Entra ID directory, and endpoint management platforms (Jamf Pro, Quest KACE, Automox, Intune), and is the first-line owner for every access, hardware, software, and productivity request across the company.Comscore is hiring a Lead IT Services & Support Engineer to anchor the Pune arm of this team. This is a foundational role during a period of significant growth for Comscore in Pune, and the person in this seat will shape how APAC and EMEA-hours service-desk work is delivered for the next several years. The Lead will be the senior technical voice for identity and service-desk operations in Pune, coach the existing Pune ICs, act as the APAC escalation path for the US Director, and partner with the US Lead in Reston on platform ownership across Okta, JIRA Service Management, and endpoint tooling.This role requires strong technical depth in identity, ITSM, and Microsoft-ecosystem administration, together with excellent written and spoken English for daily collaboration with US stakeholders. The person in this seat will be expected to raise the team's documentation and process bar, own SLA and metric reporting for the Pune queue, and grow the Pune practice as additional hires join.**What You'll Do:*** Own the APAC and EMEA-hours slice of the JIRA Service Management (IESD) queue end-to-end, from triage through resolution or routing.* Serve as the senior Okta administrator in Pune: manage lifecycle, MFA policy, security groups, application onboarding (SAML/OIDC/OAuth), and directory hygiene for a 2000+ user tenant.* Partner with the US Lead IT Services & Support Engineer on platform architecture for Okta, JIRA Service Management, Jamf Pro, Quest KACE, Automox, and Microsoft 365 / Entra ID.* Act as the escalation point for the existing Pune IT Support Specialists* Drive access-request approval flows for AWS role assignment, Application Access, Software install, and Security Group requests, applying judgment where the ticket does not have a clean runbook match.* Own the design, publication, and maintenance of Standard Operating Procedures and runbooks in Confluence for every recurring ITSD work packet.* Report weekly on Pune queue health, SLA attainment, and top ticket drivers to the Director, IT Services & Support.* Represent Pune on cross-team programs: contractor account extensions with HR, distribution list governance with Corp Comms, laptop refresh planning, and audit evidence collection with the InfoSec and BRC teams.* Onboard and offboard employees and contractors in Pune, including day-one hardware, account, and access provisioning.* Provide on-call and follow-the-sun support coverage during APAC business hours, with a defined overlap window each week for US and EMEA collaboration.* Communicate incidents, changes, and service updates in clear written English to stakeholders at all levels of the organization.* Contribute to continuous improvement of the IT service catalog, request-type design, and portal experience in JIRA Service Management.**What You'll Need**:* Bachelor's Degree in Computer Science, Information Systems, or a related technical field.* Seven or more years of total experience in enterprise IT support, service-desk operations, or systems administration in a global company environment.* Two and a half or more years of demonstrable team lead experience: owning a queue, running SLA reporting, coaching junior engineers, and acting as an escalation path for a US or EMEA manager.* Deep, hands-on Okta administration experience at scale (500+ user tenant): lifecycle management, MFA policy design, application onboarding via SAML, OIDC, or OAuth, security group governance, and directory hygiene.* Strong JIRA Service Management experience as a power user or administrator: request-type design, workflow tuning, portal management, SLA reporting.* Working administration experience across Microsoft 365 (Exchange Online, SharePoint, OneDrive, Teams) and Microsoft Entra ID / Active Directory (group management, conditional access basics, licensing).* Working knowledge of at least one Windows endpoint management platform (Quest KACE, Automox, or Microsoft Intune) and some familiarity with Jamf Pro on the macOS side.* Excellent written and verbal English communication skills, sufficient for daily interaction with US and EMEA managers, engineers, and executives.* Experience working with employees and clients around the world, primarily in the US, at all levels of the organization.* Track record of producing and maintaining written SOPs, runbooks, or knowledge-base documentation.* Attention to detail and the ability to follow, refine, and author complex operational procedures.* Proactive problem-solving approach and ownership mindset for the Pune queue.* Ability to work a schedule that provides at least three hours of overlap with US Eastern time each week for cross-region collaboration.**Preferred:*** Working knowledge of AWS Identity and Access Management: roles, policies, account structure, and the AWS access-request approval flow.* Familiarity with CyberArk, Palo Alto GlobalProtect, or other enterprise identity and network security tooling.* ITIL Foundation certification.* Scripting experience in PowerShell for automating repetitive administrative tasks.* Prior experience in a follow-the-sun IT support operating model with US, EMEA, and APAC handoffs.* Familiarity with Slack, Zoom, and Adobe Creative Cloud administration.* Experience with Confluence page authoring and space administration.* Certifications in Okta, JAMF, Microsoft 365, or related fields are a plus.