Job Summary

The IAM Service Delivery Subject Matter Expert is responsible for ensuring the timely resolution of escalated incidents while maintaining compliance with quality standards and service level agreements (SLAs). This role plays a crucial part in enhancing customer satisfaction through effective communication, documentation, and mentoring within the support and operations team.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents By Analyzing Iam Service Delivery Processes In Adherence To Slas.
2. Mentor Team Members And Administrators While Preparing Standard Operating Procedures And Maintaining Effective Documentation To Enhance Knowledge Sharing Across The Team.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols While Participating In Capacity Planning For Iam Services.
4. Enhance Customer Satisfaction By Actively Participating In Customer Meetings To Understand And Address Any Issues Faced, Ensuring Positive Feedback.
5. Conduct And Validate Analyses, Including Root Cause Analysis And Trend Analysis, To Present Performance Reports And Insights To Key Business Stakeholders.

Skill Requirements

1. In-Depth Knowledge Of Iam Service Delivery Processes And Best Practices
2. Strong Analytical Skills For Incident And Trend Analysis
3. Excellent Communication And Presentation Skills For Stakeholder Engagement
4. Proficient In Preparing Documentation And Standard Operating Procedures
5. Familiarity With Capacity Planning And Change Management Processes

Other Requirements

1. Optional But Valuable: Certified Information Systems Security Professional (Cissp)
2. Optional But Valuable: Identity And Access Management (Iam) Certification