Description :

Job Title : Senior Analyst (L2/L3 Engineer)

Location : Chennai Onsite - Hybrid

Notice Period : Joining within 15 Days only

We are looking for a Senior Analyst (L2/L3 Engineer) with deep expertise in Microsoft Intune administration and high-stakes incident management. In this role, you will be a senior technical resource responsible for supporting and stabilizing our enterprise endpoint management operations.

You will leverage your hands-on experience with Intune, modern MDM solutions, and ITIL processes to troubleshoot complex device compliance issues, drive the resolution of major incidents (P1/P2), and ensure the reliability and security of our global endpoint environment.

Roles & Responsibilities :

Endpoint Administration & Management :

- Manage and maintain the Microsoft Intune environment for all Windows, iOS, and Android devices.

- Design, deploy, and manage device enrollment, compliance policies, application protection, and configuration profiles.

- Administer and support Windows Autopilot provisioning and policy enforcement for all end-user devices.

- Integrate and co-manage endpoints using SCCM, Azure AD, Conditional Access, and Group Policies.

- Ensure all endpoints meet and maintain enterprise security and compliance policies.

Incident & Problem Management :

- Act as the final L2/L3 escalation point for all endpoint management issues, including complex Intune, enrollment, and software deployment failures.

- Lead the technical resolution of major incidents, coordinating with Service Desk, SME teams, and external vendors (e.g., Microsoft).

- Perform comprehensive Root Cause Analysis (RCA) and implement permanent fixes to prevent incident recurrence.

- Develop and maintain technical documentation, including SOPs, playbooks, and Knowledge Base Articles (KBAs).

Automation & Service Improvement :

- Proactively identify incident trends and recurring problems to drive service stability and enhance the end-user experience.

- Automate manual administrative tasks and troubleshooting actions using PowerShell, Intune Graph API, and other automation tools.

- Collaborate with engineering and support teams to address staging issues and optimize processes, ensuring adherence to all service-level agreements (SLAs).

Required Qualifications (Must-Haves) :

- Experience : 5+ years of experience in a relevant IT operations or systems administration role.

- Specialist Experience : 3+ years of direct, hands-on experience in Windows Client OS Administration (Windows 10/11) and modern endpoint management.

- Education : Bachelor's Degree in Computer Science, IT, or a related field (or equivalent practical experience).

- Core Technical Skills :

- Expert-level proficiency in Microsoft Intune (MDM/MAM).

- Strong experience with the broader Microsoft 365/Azure ecosystem, including Azure AD and Conditional Access.

- Proficiency with SCCM, specifically in a co-management model.

- Advanced PowerShell scripting skills for automation and troubleshooting.

Operational Skills :

- Proven ability to troubleshoot complex hardware and software issues on Windows endpoints.

- Strong understanding of ITIL processes (Incident, Problem, and Change Management).

- Excellent communication and stakeholder management skills, with the ability to explain complex technical information to diverse audiences.

Preferred Qualifications (Good-to-Haves) :

- Hands-on experience with ServiceNow (SNOW) for incident and change management.

- Experience with broader Workplace Technology Solutions.

- Demonstrated ability to analyze user feedback (e.g., Net Promoter Score - NPS) to identify and implement service improvements.

- Relevant Microsoft certifications (e.g., Microsoft 365 Certified : Endpoint Administrator Associate).