Job Summary
Manage day-to-day IAM operations including user provisioning, modification, and access reviews. Support onboarding, offboarding, and role transition activities across enterprise applications and systems. Able to perform JML (Joiner-Mover-Leaver) process. Configure and manage user identities, roles, groups, entitlements, and access permissions. Ensure timely resolution of IAM-related incidents, service requests, and access issues within SLA timelines. Monitor IAM systems, authentication services, and directory platform to ensure high availability and operational stability. Manage authentication protocols such as SAML, OAuth, OIDC, LDAP, and Kerberos. Implement Role-Based Access Control and least privilege access principles. Coordinate with application teams for troubleshooting the issue across various IAM platforms. Participate in compliance and audit activities. Ensure compliance with organization security policies, SOX, ISO 27001, GDPR and other regulatory standards. Generate IAM audit reports, and compliance documentation. Identify security gaps and recommend remediation measures for access related risk. Able to perform health checks across various IAM platforms.
Key Responsibilities
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.