The IT Services & Support (ITSD) team keeps Comscore's global workforce productive by owning identity, endpoint, and service-desk operations across our Reston, Portland, New York, Amsterdam, Warsaw, Santiago, and Pune offices. The team runs Comscore's Okta tenant, JIRA Service Management portal, Microsoft 365 and Entra ID directory, and endpoint management platforms (Jamf Pro, Quest KACE, Automox, Intune), and is the first-line owner for every access, hardware, software, and productivity request across the company.
Comscore is hiring a Lead IT Services & Support Engineer to anchor the Pune arm of this team. This is a foundational role during a period of significant growth for Comscore in Pune, and the person in this seat will shape how APAC and EMEA-hours service-desk work is delivered for the next several years. The Lead will be the senior technical voice for identity and service-desk operations in Pune, coach the existing Pune ICs, act as the APAC escalation path for the US Director, and partner with the US Lead in Reston on platform ownership across Okta, JIRA Service Management, and endpoint tooling.
This role requires strong technical depth in identity, ITSM, and Microsoft-ecosystem administration, together with excellent written and spoken English for daily collaboration with US stakeholders. The person in this seat will be expected to raise the team's documentation and process bar, own SLA and metric reporting for the Pune queue, and grow the Pune practice as additional hires join.
About This Role:
The IT Services & Support (ITSD) team keeps Comscore's global workforce productive by owning identity, endpoint, and service-desk operations across our Reston, Portland, New York, Amsterdam, Warsaw, Santiago, and Pune offices. The team runs Comscore's Okta tenant, JIRA Service Management portal, Microsoft 365 and Entra ID directory, and endpoint management platforms (Jamf Pro, Quest KACE, Automox, Intune), and is the first-line owner for every access, hardware, software, and productivity request across the company.
Comscore is hiring a Lead IT Services & Support Engineer to anchor the Pune arm of this team. This is a foundational role during a period of significant growth for Comscore in Pune, and the person in this seat will shape how APAC and EMEA-hours service-desk work is delivered for the next several years. The Lead will be the senior technical voice for identity and service-desk operations in Pune, coach the existing Pune ICs, act as the APAC escalation path for the US Director, and partner with the US Lead in Reston on platform ownership across Okta, JIRA Service Management, and endpoint tooling.
This role requires strong technical depth in identity, ITSM, and Microsoft-ecosystem administration, together with excellent written and spoken English for daily collaboration with US stakeholders. The person in this seat will be expected to raise the team's documentation and process bar, own SLA and metric reporting for the Pune queue, and grow the Pune practice as additional hires join.
What You'll Do:
Own the APAC and EMEA-hours slice of the JIRA Service Management (IESD) queue end-to-end, from triage through resolution or routing.
Serve as the senior Okta administrator in Pune: manage lifecycle, MFA policy, security groups, application onboarding (SAML/OIDC/OAuth), and directory hygiene for a 2000+ user tenant.
Partner with the US Lead IT Services & Support Engineer on platform architecture for Okta, JIRA Service Management, Jamf Pro, Quest KACE, Automox, and Microsoft 365 / Entra ID.
Act as the escalation point for the existing Pune IT Support Specialists
Drive access-request approval flows for AWS role assignment, Application Access, Software install, and Security Group requests, applying judgment where the ticket does not have a clean runbook match.
Own the design, publication, and maintenance of Standard Operating Procedures and runbooks in Confluence for every recurring ITSD work packet.
Report weekly on Pune queue…