Assistant Manager - Customer Service Operations

About the role

The Assistant Manager – Customer Service Operations will lead L2 support for the company’s Active Directory environment, ensuring reliable identity and access management across multiple domains. The role combines technical troubleshooting with process‑driven incident, problem and change management.

Key responsibilities

• Provide L2 support for Active Directory incidents, requests and lifecycle processes (provisioning, de‑provisioning, account management).
• Manage and maintain a multi‑domain AD environment, including user, group, service‑account and OU administration.
• Create, edit and troubleshoot Group Policy Objects, perform GPO impact analysis and resolve GPO conflicts.
• Handle FSMO roles, replication health checks, DNS/DHCP configuration and AD health monitoring using tools such as repadmin and dcdiag.
• Support Azure AD, ADFS and related hybrid identity solutions, including Azure AD Connect and MFA.
• Develop and maintain PowerShell scripts for bulk user creation, OU moves, attribute updates and reporting.
• Collaborate with L3 and other IT teams for escalation, root‑cause analysis and documentation of changes.
• Follow ITIL‑based processes for incident, problem and change management and ensure compliance with security standards and audits.

Required profile

• 3–5 years of hands‑on experience managing Active Directory in an enterprise setting.
• Strong knowledge of Windows Server operating systems and AD replication topology.
• Familiarity with ITIL processes and security compliance (ISO, SOC).
• Relevant certifications such as Microsoft Certified: Identity and Access Administrator Associate, Azure Administrator (AZ‑104) or equivalent.
• Excellent analytical, documentation and communication skills.

Required skills

• Active Directory (multi‑domain, FSMO, replication, health monitoring)
• Windows Server OS
• Group Policy Management Console (GPMC)
• PowerShell scripting for AD automation
• DNS, DHCP, repadmin, dcdiag
• Azure Active Directory, Azure AD Connect, MFA, SSO/SAML
• ITIL incident, problem and change management
• Monitoring and reporting tools