Service Manager – Active Directory (AD) / Entra ID

Job Title: Service Manager – Active Directory (AD) / Entra ID
Experience Level: 15+ Years
Location: Hyderabad / Chennai / Noida
Position Type: Full-Time | Permanent
Work Mode: Hybrid
Notice Period: 15 to 30 Days
CTC Range: ₹20 LPA to ₹25 LPA
Mode of Interview: Virtual

Job Summary

An opportunity exists for a seasoned Service Manager to lead the delivery, operations, and continuous improvement of Active Directory (AD) and Azure Entra ID services. This role demands strong expertise in enterprise-scale Identity and Access Management (IAM), a deep understanding of hybrid environments, and a strategic mindset for service enhancement and transformation.

Key Responsibilities

1. Service Management & Operations

• Oversee the full lifecycle of on-prem Active Directory (AD DS) and Azure Entra ID services.

• Lead daily operations: incident handling, problem management, change management, and documentation upkeep.

• Drive system reliability, scalability, and performance through proactive monitoring and maintenance.

• Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).

2. Incident and Escalation Management

• Act as the escalation point for critical AD/Entra ID issues.

• Provide expert troubleshooting in hybrid and multi-site environments.

• Conduct root-cause analysis and implement corrective/preventive actions.

3. Strategic Planning and Service Improvements

• Define and execute service improvement plans in collaboration with stakeholders.

• Lead AD/Entra ID upgrades, migrations, and architecture enhancements.

• Stay current with IAM trends and drive innovation within the identity platform.

4. Security, Governance & Compliance

• Enforce IAM-related security policies, standards, and compliance requirements.

• Manage group policies, access controls, MFA, SSO, and conditional access policies.

• Conduct regular audits and security health checks of the environment.

5. Collaboration & Team Leadership

• Coordinate with IT, security, architecture, and support teams to maintain operational excellence.

• Mentor and train junior staff on identity management practices.

• Liaise with external vendors (if any) to ensure high-quality service delivery.

6. Documentation & Reporting

• Maintain thorough documentation on configurations, operational procedures, and known issues.

• Present regular health reports and recommendations to IT leadership.

Required Skills & Experience

• 5–7+ years of direct experience managing enterprise-scale AD and Entra ID services, including hybrid environments.

• Strong knowledge in:

  • User lifecycle management (provisioning/deprovisioning).

  • AD DS, GPOs, DNS, trusts, and federation services (e.g., AD FS).

  • Entra ID, PIM, Conditional Access, and MFA.

  • SSO, Kerberos, OAuth, and LDAP.

• Advanced troubleshooting for issues like replication, sync, lockouts, and schema updates.

• Proficient in PowerShell scripting and task automation.

• Familiarity with Zero Trust Architecture and SASE principles.