Overview
Sr Engineer – Customer Service Operations Jobs in Pune Division, Maharashtra, India at Tata Communications
Title: Sr Engineer – Customer Service Operations
Company: Tata Communications
Location: Pune Division, Maharashtra, India
About The Company
Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications
Role Summary
The Intune L2 Administrator is responsible for day‑to‑day management, monitoring, and support of Microsoft Intune and endpoint management services. This role handles Level‑2 escalations, supports device and application management, enforces security policies, and works closely with L3 teams for complex issues.
Key Responsibilities
Microsoft Intune & Endpoint Management
- Manage and support Microsoft Intune for:
- Windows (Windows 10/11)
- macOS
- iOS / iPadOS
- Android devices
- Handle device lifecycle activities:
- Enrollment, re‑enrollment, retirement, and wipe
- Compliance monitoring and remediation
- Troubleshoot device enrollment and sync issues
Configuration & Compliance
- Create, modify, and support:
- Device configuration profiles
- Compliance policies
- Endpoint security policies (AV, Firewall, Disk Encryption)
- Monitor compliance status and coordinate remediation with users
- Assist with BitLocker key recovery and encryption issues
Application Management
- Deploy and manage applications using Intune:
- Win32 apps
- Microsoft Store apps
- iOS / Android apps
- Troubleshoot application deployment and installation failures
- Support updates and version control of managed applications
User & Device Support (L2)
- Act as L2 escalation point for Intune‑related issues
- Troubleshoot:
- Device access issues
- Conditional Access device compliance failures
- Co‑management issues (SCCM + Intune)
- Work with Service Desk (L1) and provide guidance for common issues
Security & Integration
- Support integration with:
- Microsoft Entra ID (Azure AD)
- Conditional Access policies
- Defender for Endpoint (basic integration)
- Ensure adherence to security and compliance standards
- Assist in endpoint security incident investigations
Operations & Documentation
- Perform routine health checks and monitoring
- Create and maintain:
- SOPs
- Runbooks
- Knowledge base articles
- Participate in change management and CAB activities
Technical Skills (Mandatory)
- Microsoft Intune (Endpoint Manager)
- Windows 10 / Windows 11 management
- Mobile Device Management (MDM / MAM)
- Microsoft Entra ID (Azure AD)
- Conditional Access (device‑based)
- Basic PowerShell troubleshooting
- Endpoint compliance & security policies
Good to Have
- Experience with:
- Autopilot (basic troubleshooting)
- SCCM / Co‑management
- Defender for Endpoint
- Exposure to large enterprise environments
- ITIL process knowledge
Soft Skills
- Strong troubleshooting and analytical skills
- Good communication with end users and IT teams
- Ability to handle multiple incidents and priorities
- Documentation and process discipline
- Team‑oriented approach
