Sr. Digital Workplace (DWP) Engineer

Job Summary

We are looking for a Senior Digital Workplace Engineer based in Noida to play a pivotal role in delivering world-class end-user IT support and driving operational excellence across collaboration tools, endpoint management, and onboarding workflows. This remote role requires close collaboration with the Germany-based lead and participation in global service delivery. You will act as both a senior engineer and operational coordinator for the offshore team, ensuring SLA compliance, knowledge management, and user satisfaction.

Key Responsibilities

· Act as the offshore lead for Digital Workplace services, coordinating with the onsite Senior DWP Engineer in Germany

· Provide advanced support for Microsoft 365 (Teams, Outlook, SharePoint), Azure AD, Intune, and endpoint devices (Windows, Mac, iOS)

· Oversee onboarding and offboarding processes, ensuring timely device provisioning, access setup, and policy compliance

· Drive resolution of complex incidents and service requests logged in Jira Service Management (JSM)

· Administer Intune and MDM policies to enforce device compliance, patching, and security controls

· Monitor ticket queues, escalate as required, and ensure accurate SLA tracking and reporting

· Support deskside teams virtually by advising on issue resolution, especially for hardware or local network issues

· Maintain and continuously improve SOPs and knowledge base content in Confluence

· Analyze support trends and recommend improvements to enhance efficiency and first-contact resolution

· Participate in service review meetings, governance reporting, and CSI initiatives with global stakeholders

Required Skills & Experience

· 5–7 years of experience in IT support or Digital Workplace engineering, with 2+ years in a senior or lead role

· Strong technical expertise in:

o Microsoft 365 suite (Teams, SharePoint, Outlook)

o Azure Active Directory (MFA, Conditional Access, RBAC)

o Microsoft Intune and Mobile Device Management (MDM)

· Experience with Jira Service Management and Confluence (or similar tools)

· Proven ability to coordinate support operations remotely and collaborate with global teams

· Excellent problem-solving, documentation, and communication skills

· Familiarity with ITIL processes including incident, request, access, and knowledge management

· Fluent in English; able to work in Central European Time zone overlap

Preferred Qualifications

· ITIL v3/v4 Foundation certification

· Exposure to AI/automation in IT support (e.g., virtual agents, ticket deflection)

· Familiarity with endpoint security monitoring tools and compliance protocols (e.g., QRadar, Splunk)

· Experience supporting hybrid workforces in global enterprises

Job Types: Full-time, Permanent

Pay: ₹1,500,000.00 - ₹2,000,000.00 per year

Benefits:

• Health insurance
• Provident Fund

Schedule:

• Evening shift
• Monday to Friday
• UK shift
• US shift

Supplemental Pay:

• Performance bonus
• Yearly bonus

Work Location: In person