Identity & Access Operations Engineer (L2) – Active Directory, LDAP & ADFS

Accountabilities: Provide Level 2 support for Active Directory incidents, alerts, and service requests. Administer user accounts, security groups, computer accounts, password resets, account unlocks, and access permissions. Troubleshoot authentication failures, account lockouts, Group Policy issues, and domain connectivity problems. Support Active Directory replication, domain controller health checks, DNS, and time synchronization troubleshooting. Perform approved Group Policy changes, account modifications, and access management activities. Support Active Directory security reviews, privileged access controls, and remediation of identified vulnerabilities. Manage LDAP directory service incidents, connectivity issues, and authentication-related requests. Troubleshoot LDAP bind failures, directory queries, connection problems, and access permissions. Validate LDAP configurations, service account access, and directory integrations with enterprise applications. Monitor directory service availability and investigate replication or synchronization issues where applicable. Collaborate with Application and Directory Services teams to resolve integration-related problems. Provide Level 2 support for ADFS authentication, federation, and single sign-on incidents. Troubleshoot token issuance failures, federation errors, certificate issues, and authentication problems. Perform basic health checks on ADFS services, federation servers, and associated components. Support approved certificate renewals, configuration changes, and service validation. Troubleshoot relying-party trust and application federation issues, escalating complex claims-rule and architecture problems to L3 specialists. Monitor Active Directory, LDAP, and ADFS service health and respond to alerts. Resolve identity-related incidents and service requests within defined service-level agreements (SLAs). Execute approved changes and follow established access management and security procedures. Support major incident restoration, problem investigations, and root-cause analysis activities. Follow ITIL Incident, Problem, Change, and Request Management processes. Maintain operational runbooks, technical documentation, incident records, and shift handover notes. Coordinate with L1/L3 support, Security, IAM, Network, Windows, and Application teams. Ensure timely escalation, SLA compliance, and effective handovers across APAC, EMEA, and North America. Requirements: Hands-on experience administering and troubleshooting Microsoft Active Directory in enterprise environments. Strong knowledge of user and group management, account lockouts, authentication, Group Policy, and AD replication. Working knowledge of LDAP directory services, directory queries, bind operations, and application integrations. Practical experience supporting ADFS, federation services, single sign-on (SSO), and certificate-related issues. Understanding of DNS, Kerberos, NTLM, SSL/TLS, and authentication protocols. Knowledge of service accounts, access permissions, privileged access, and identity security practices. Experience using infrastructure monitoring tools and ServiceNow or equivalent IT service management (ITSM) platforms. Understanding of ITIL Incident, Problem, Change, and Request Management processes. Basic PowerShell scripting skills for identity administration and troubleshooting. Experience supporting enterprise production environments with 24/7 operations and SLA-driven service delivery. Strong analytical and troubleshooting skills, with the ability to investigate authentication and directory service issues. Good communication, documentation, and collaboration skills. Ability to coordinate effectively with technical teams across different regions and time zones. Preferred Qualifications: Microsoft identity and access management certifications or equivalent technical training. Exposure to Microsoft Entra ID (formerly Azure AD), Entra Connect, and hybrid identity environments. Knowledge of SAML, OAuth 2.0, OpenID Connect, and modern authentication protocols. Familiarity with Privileged Access Management (PAM), Multi-Factor Authentication (MFA), and Conditional Access. Experience with Active Directory auditing, security monitoring, and compliance remediation. Knowledge of ServiceNow workflows and identity lifecycle management. Previous experience supporting global follow-the-sun operations. Benefits: Fully remote working arrangement within India. Opportunity to support critical enterprise identity and access management infrastructure. Hands-on exposure to Active Directory, LDAP, ADFS, Microsoft Entra ID, and modern authentication technologies. Experience working in global 24/7 IT operations and enterprise production support environments. Collaboration with international teams across Security, IAM, Infrastructure, and Application functions. Opportunities to strengthen technical expertise in identity administration, federation, authentication, and enterprise security. Exposure to structured ITIL practices, incident management, and continuous service improvement. Salary, healthcare coverage, paid leave, shift allowances, and other specific compensation or benefits are not disclosed in the job description.