Identity & Access Operations Engineer

Position summary:

We are looking for a skilled L2 Identity & Access Administrator to support enterprise identity infrastructure, including Active Directory (AD), Lightweight Directory Access Protocol (LDAP) and Active Directory Federation Services (ADFS). The role is responsible for incident resolution, identity administration, authentication troubleshooting, access management, monitoring and security compliance. The administrator will work closely with L1 operations, L3 SMEs, Security and Application teams to maintain identity service availability, secure access and SLA compliance across global operations.

Key Responsibilities:

Active Directory (AD) Operations

• Provide L2 support for Active Directory incidents, alerts and service requests.
• Administer user accounts, groups, computer accounts, password resets, account unlocks and access permissions.
• Troubleshoot authentication failures, account lockouts, Group Policy issues and domain connectivity.
• Support AD replication, domain controller health checks, DNS and time synchronization troubleshooting.
• Perform approved Group Policy changes, account modifications and access-related activities.
• Support AD security reviews, privileged access controls and remediation of identified vulnerabilities.

LDAP Operations

• Support LDAP directory services, connectivity and authentication-related incidents.
• Troubleshoot LDAP bind failures, connection issues, directory queries and access permissions.
• Validate LDAP configurations, service account access and directory integration with applications.
• Monitor directory service availability and investigate replication or synchronization issues where applicable.
• Coordinate with Application and Directory Services teams to resolve integration issues.

ADFS & Federation Operations

• Provide L2 support for ADFS authentication, federation and single sign-on (SSO) incidents.
• Troubleshoot token issuance failures, federation errors, certificate issues and authentication problems.
• Perform basic health checks on ADFS services, federation servers and related components.
• Support approved certificate renewals, configuration changes and service validation.
• Troubleshoot relying-party trust and application federation issues.
• Escalate complex federation, claims-rule and architecture issues to L3 SMEs.

Operations & Service Management

• Resolve identity-related incidents and service requests within defined SLAs.
• Monitor alerts and service health for AD, LDAP and ADFS infrastructure.
• Execute approved changes and follow established access management and security procedures.
• Support major incident restoration, problem investigation and root-cause analysis activities.
• Follow ITIL Incident, Problem, Change and Request Management processes.
• Maintain runbooks, operational documentation, incident records and shift handover notes.
• Coordinate with L1/L3, Security, IAM, Network, Windows and Application teams.
• Ensure timely escalation, SLA compliance and effective APAC–EMEA–NLAM shift handovers.

Required Skills & Qualifications:

• Hands-on experience in Active Directory administration and troubleshooting.
• Strong knowledge of users, groups, account lockouts, authentication, Group Policy and AD replication.
• Working knowledge of LDAP, directory queries, bind operations and application integrations.
• Experience supporting ADFS, federation services, 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 with monitoring tools, ServiceNow or equivalent ITSM platforms.
• Understanding of ITIL Incident, Problem, Change and Request Management.
• Basic PowerShell scripting skills for identity administration and troubleshooting.
• Experience in enterprise 24x7 production operations and SLA-driven support.

Preferred Skills & Qualifications:

• Microsoft identity and access management certifications or equivalent training.
• Exposure to Microsoft Entra ID (Azure AD), Entra Connect and hybrid identity environments.
• Knowledge of SAML, OAuth 2.0, OpenID Connect and modern authentication.
• Familiarity with privileged access management (PAM), MFA and conditional access.
• Experience with AD auditing, security monitoring and compliance remediation.
• Knowledge of ServiceNow workflows and identity lifecycle management.
• Experience supporting global follow-the-sun operations.