Senior Digital Workplace (DWP) Engineer

Job Title: Senior Digital Workplace (DWP) Engineer

Location: Noida, NCR

Reporting To: Lead Digital Workplace Engineer (Germany)

Employment Type: Full-time

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

Strong technical expertise in:

Microsoft 365 suite (Teams, SharePoint, Outlook)

Azure Active Directory (MFA, Conditional Access, RBAC)

Microsoft Intune and Mobile Device Management (MDM)

Required Skills & Experience:

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

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

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