Sr Engineer - Customer Service Operations

ABOUT THE COMPANY

Tata Communications is focused on reimagining connectivity through intelligence and innovation. Its solutions span cloud, mobility, Internet of Things, collaboration, security, media services, and network services, supporting a more connected future.

ROLE SUMMARY

The role is centered on the daily administration, monitoring, and support of Microsoft Intune and endpoint management services. The selected professional will resolve second-level escalations, support device and application administration, apply security controls, and coordinate with third-level support teams for more complex issues.

KEY RESPONSIBILITIES

Microsoft Intune and Endpoint Management

• Oversee Microsoft Intune support across Windows 10/11, macOS, iOS/iPadOS, and Android endpoints.
• Manage device lifecycle tasks such as enrollment, re-enrollment, retirement, and wipe actions.
• Track compliance and carry out corrective actions where required.
• Investigate and fix issues related to enrollment and device synchronization.

Configuration and Compliance

• Create, update, and support device configuration profiles, compliance policies, and endpoint security controls including antivirus, firewall, and disk encryption.
• Monitor compliance results and work with users to close remediation gaps.
• Support BitLocker key recovery and related encryption concerns.

Application Management

• Deploy and manage Win32, Microsoft Store, and mobile applications through Intune.
• Analyze and resolve application installation and deployment failures.
• Support application updates and version management for managed software.

User and Device Support

• Serve as the L2 escalation contact for Intune-related incidents.
• Resolve issues involving device access, Conditional Access compliance failures, and SCCM/Intune co-management.
• Guide the Service Desk team on recurring or standard endpoint issues.

Security and Integration

• Assist with integrations involving Microsoft Entra ID (Azure AD), Conditional Access, and basic Defender for Endpoint connectivity.
• Ensure endpoint operations follow internal security and compliance requirements.
• Support investigations related to endpoint security incidents.

Operations and Documentation

• Carry out routine health checks and monitoring activities.
• Develop and maintain SOPs, runbooks, and knowledge base articles.
• Take part in change management and CAB discussions.

REQUIREMENTS

• Hands-on experience with Microsoft Intune / Endpoint Manager.
• Working knowledge of Windows 10 and Windows 11 administration.
• Understanding of MDM and MAM concepts.
• Experience with Microsoft Entra ID (Azure AD) and device-based Conditional Access.
• Ability to perform basic PowerShell troubleshooting.
• Knowledge of endpoint compliance and security policy management.
• Added advantage: basic troubleshooting exposure to Autopilot, SCCM/co-management, and Defender for Endpoint.
• Added advantage: experience working in large enterprise environments and familiarity with ITIL processes.
• Strong analytical problem-solving ability and clear communication with both users and IT teams.
• Capability to manage multiple incidents and priorities at the same time.
• Good documentation discipline and a collaborative, team-first mindset.

ADDITIONAL INFORMATION

This is a full-time onsite role based in Pune Division, Maharashtra, India. No stipend or salary details were provided. No vacancy count, start date, duration, or application deadline was specified.