Tech Lead - Infrastructure Services N 4C

3502 Servicios Internacionales De Atencion Al Cliente, Limitada; Bengaluru; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Genpact in Bengaluru seeks an Advanced L2/L3 Active Directory, M365 & Endpoint Engineer to own and resolve complex identity, endpoint, collaboration and enterprise application issues with hands-on Azure administration, while serving as SME for Microsoft Intune and PagerDuty.

You will provide senior-level operational support across AD, M365, Windows endpoints and enterprise apps, take end-to-end ownership of Tier 2/3 cases, and build durable documentation to ensure continuity of service in a

Qualifications

• Own and independently resolve complex identity, endpoint, collaboration and enterprise application issues, with hands-on Azure administration, while serving as SME for Intune and PagerDuty.
• Maintain strong customer service, security controls and technical documentation.
• Provide senior-level operational support across Active Directory, Microsoft 365, Windows endpoints and enterprise applications.

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.

Skills

Customer service

Incident management

Troubleshooting

Documentation

Cross-functional collaboration

Tools

Active Directory

Entra ID

M365

Intune

PagerDuty

Azure

Windows

Exchange Online

Teams

SharePoint Online

OneDrive

Job description

Tech Lead - Infrastructure Services N

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 genpact.com 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 techn