Manager - Cloud & Security Customer Service Operations

• Administer users, groups, roles, and conditional access policies in Entra ID

• Should have a good experience in troubleshooting issues of M365-AD, Exchange Online, MS Teams, SharePoint, OneDrive, MFA, SSO and MDM Issues, SMTP Relay, DNS, AD Connect Sync, Scripting (PowerShell)

• Implement and maintain identity protection and multi-factor authentication (MFA)

• Create, register, and configure applications in Azure Entra ID

• Manage app permissions, client secrets, certificates, and API scopes

• Integrate third-party and internal applications using SAML, OAuth2.0, and OpenID Connect

• Implement and monitor Conditional Access policies and access governance

• Maintain role-based access control (RBAC), dynamic groups, and self-service capabilities

• Review and manage enterprise applications and service principals

• Conduct periodic access reviews and identity lifecycle operations

• Install, configure, and monitor Azure AD Connect for hybrid identity

• Troubleshoot synchronization issues, sign-in problems, and service connectivity

• Implement OU filtering and scoping in AD Connect

• Administrative Exchange Online, SharePoint Online, Teams, OneDrive from an identity perspective

• Handle license assignments, user provisioning, and service access

• Enforce compliance configurations like data loss prevention (DLP) and retention policies

• Monitor service health, sign-in logs, audit logs, and usage reports

• Respond to security alerts and incidents related to identity and access

• Generate reports for usage, access, and compliance using PowerShell and Microsoft Graph API

• Develop PowerShell scripts for automation, provisioning, and bulk management

• Support audits by providing accurate and up-to-date identity and access documentation

• Collaborate with security and application teams to align configurations with policies and security posture

• Knowledge of security and compliance features such as data loss prevention, retention policies, audit logs, and secure score

• Experience with Microsoft Purview Compliance Portal for managing data lifecycle and regulatory compliance

• Proficiency in configuring and managing eDiscovery cases, holds, and content searches

• Understanding of Insider Risk Management, Communication Compliance, and Information Governance in Microsoft 365

• Experience with monitoring tools like Microsoft 365 Admin Center, Azure Monitor, and Log Analytics

• Design, deploy, and manage Microsoft Copilot for Microsoft 365 and related AI-enabled services

• Implement Agentic AI solutions using Microsoft Copilot Studio, Azure AI Services, and Microsoft Power Platform

• Develop and manage AI agents for IT operations, employee self-service, access management, and knowledge retrieval

• Integrate Microsoft Graph, Graph Connectors, and enterprise data sources with AI-powered solutions

• Automate user lifecycle management, license provisioning, access reviews, and compliance activities using Power Automate and AI workflows

• Design intelligent workflows leveraging Generative AI, Logic Apps, and Automation Runbooks

• Monitor AI solution performance, governance, security controls, and Responsible AI compliance

• Implement AI-driven analytics and reporting for Microsoft 365 usage, adoption, security, and operational insights

• Collaborate with security and governance teams to establish AI governance policies, data protection standards, and compliance controls

• Drive modernization initiatives by identifying automation opportunities and reducing manual operational efforts

Technical Skills

• Expertise in Microsoft 365 administration including Exchange Online, SharePoint Online, Teams, OneDrive, and Intune

• Proficiency in Azure Entra ID (formerly Azure Active Directory) covering user and group management, RBAC, Conditional Access, and Identity Protection

• Deep understanding of app registration in Entra ID including OAuth2.0, OpenID Connect, and SAML configurations

• Experience managing enterprise applications, service principals, and API permission models in Azure Entra ID

• Strong knowledge of certificate and client secret management, including expiration tracking and rotation

• Hands-on experience with Azure AD Connect including installation, configuration, synchronization rules, filtering (OU/attribute), staging mode, and troubleshooting

• Advanced PowerShell scripting skills using MSOnline, AzureAD, and Microsoft Graph modules for automation, reporting, and bulk operations

• Proficient in using Microsoft Graph API for querying and managing directory objects and service configurations

• Familiarity with Privileged Identity Management (PIM) for just-in-time access and role elevation

• Good understanding of federation and single sign-on (SSO) solutions including Active Directory Federation Services (AD FS)

• Experience implementing and analyzing Conditional Access policies and MFA for secure authentication flows

• Knowledge of security and compliance controls like Data Loss Prevention (DLP), retention policies, secure score, and compliance manager

• Skilled in analyzing audit logs, sign-in logs, and service health reports from Microsoft 365 and Entra ID

• Comfortable using monitoring tools such as Microsoft 365 Admin Center, Azure Monitor, and Log Analytics

• Solid grasp of security best practices and identity lifecycle management in hybrid and cloud-only environments

• Hands-on experience with Microsoft Copilot for Microsoft 365 administration and governance

• Experience with Microsoft Copilot Studio for creating AI assistants, virtual agents, and custom copilots

• Knowledge of Agentic AI architectures, autonomous workflows, prompt engineering, and AI orchestration

• Experience with Azure OpenAI Service, Azure AI Foundry, AI Agents, and Cognitive Services

• Strong understanding of Microsoft Graph API integration for AI-powered business processes

• Hands-on experience with Power Platform (Power Automate, Power Apps, Power BI, Copilot Studio)

• Experience building automated workflows using Power Automate, Logic Apps, Azure Automation, and Runbooks

• Understanding of Retrieval-Augmented Generation (RAG), vector search, enterprise knowledge management, and AI governance

• Familiarity with AI security, Responsible AI practices, data privacy, and regulatory compliance requirements

• Ability to leverage AI and automation for operational efficiency, incident response, service requests, and reporting

Behavioral Skills

• Excellent communication skill, Clear English speaking and writing ability
• Project management skill
• Excellent co-ordination and Inter-personal effectiveness
• Have systematic approach towards work areas
• Should be able to cope up excellently under stressful circumstances