Job Summary
Provides 2nd level technical support for all Identity and Directory related services, including (but not limited to)Microsoft Active Directory (and related technologies)Azure Active Directory (and related technologies)Ensure day to day operations (i.e. performance monitoring, capacity management, event & security monitoring) of IAM infrastructure and that the necessary actions are taken.Identifies and resolves problems that may impact daily operations.Provides support and assistance to customers to identify and resolve technical problems.Escalates issues / problems to other support organizations, as necessary.Access and security audits are key in identifying vulnerabilities within existing systems.Strong knowledge & experience with Microsoft IAM Technologies including Active Directory Federation Services (ADFS) & MS Identity Management (FIM/MIM).Hands-on experience with cloud computing services (O365/Microsoft Azure).Strong knowledge of the different authentication protocols: Kerberos, LDAP, RADIUS, SAML, OAuth.Understanding of what it takes to enable single-sign on in a heterogeneous IT environment.In depth knowledge of Active Directory 2008/2012, specifically around how identities are managed & applications are integrated for authentication.Hands-on experience with Microsoft Public Key Information Server (PKI).Extensive experience managing/deploying Windows Servers 2008/2012, including VMware and Hyper-V virtual installations.Basic programming skills, especially around how applications authenticate and authorize access independently of the programming language usedChoosing Appropriate Types of Access ControlOnboarding and offboardingUser provisioning and deprovisioning Modern access management options, such as single sign-on (SSO), federated identities, multi-factor authentication (MFA) and privileged account managementReviews and ensures compliance of technical operating instruction manuals, system documentation, work instructions, processes, standards and procedures.Performs technical analysis of workload, equipment loading, performance bottlenecks, and software changes and makes recommendations for improvementsExecute change management activities as required.Identifies gaps and risks and takes appropriate remediation activitiesEnsure adherence with ISRM Security and Compliance policies and procedures
Key Responsibilities
2. To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
3. To work on value adding activities such as maintainenace of a comprehensive Knowledge base , act as a mentor to junior analysts,and deliver training programs for freshers, equipping them with essential skills to become productive .
4. To contribute to a positive customer experience and high CSAT scores by providing fast, accurate, and secure resolutions, fostering customer trust and satisfaction.
5. To proactively identify and address potential security vulnerabilities to protect customer data and prevent security incidents.