Role Overview 

As a Support Analyst, you will be at the frontline of Google’s access provisioning and risk management operations. You will act as a technical liaison between Google’s Program Managers and vendor partners, ensuring that access is granted efficiently while maintaining 100% compliance with global security, legal, and privacy mandates. 

You are a technical problem-solver who understands the nuances of infrastructure integrity. Your goal is to troubleshoot complex access issues, audit vendor controls, and ensure that every action taken within our infrastructure adheres to Google’s rigorous security standards. 

Key Responsibilities 

• Issue Resolution: Serve as the primary point of contact for resolving high-level access barriers, utilizing technical knowledge to unblock users across various product areas. 

• Infrastructure Navigation: Navigate and manage complex identity landscapes, leveraging tools like IAM frameworks, ServiceNow, and CyberArk to ensure secure provisioning. 

• Operational Rigor: Maintain meticulous documentation of access logs and audit trails to support global risk and legal requirements. 

• Identity Governance: Assist in the enforcement of "Least Privilege" access models across diverse technical environments. 

• SLA/SLO Adherence: Ensuring all support tickets and requests are handled within defined timelines and at a high quality. 

• Cross-Functional Communication: Facilitate clear communication between Security, Engineering, and Vendor teams to resolve systemic access issues as in when required. 

• Reporting: Synthesize operational data into clear, actionable insights for leads and stakeholders to improve the overall support ecosystem.