Job Summary

The Subject Matter Expert (Support & Ops) plays a crucial role in ensuring the timely resolution of escalations and incidents within the Access Management and Identity Access Management (IAM) domains. This position demands a strong analytical approach to maintaining quality standards as per service level agreements (SLAs) and fostering positive relationships with customers through effective communication and problem-solving.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents Through Rigorous Analysis And Adherence To Slas In Access Management And Iam Processes.
2. Mentor Team Members And Administrators By Developing And Implementing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation For Operational Efficiency And Knowledge Sharing.
3. Validate Change Order Implementation Plans And Assess Human Error Compliance While Actively Participating In Capacity Planning Initiatives To Optimize Resource Utilization.
4. Facilitate Positive Customer Experiences By Engaging In Meetings To Understand And Address Issues, Ensuring Customer Feedback Is Integrated Into Service Improvements.
5. Conduct Thorough Analyses, Including Root Cause And Trend Analyses, And Prepare Detailed Reports To Present Performance Insights And Recommendations To Key Business Stakeholders.

Skill Requirements

1. Strong Understanding Of Access Management And Identity Access Management Principles And Practices.
2. Proficiency In Incident Management Processes And Quality Compliance Standards.
3. Excellent Analytical And Problem-Solving Skills, With The Ability To Conduct Root Cause And Trend Analyses.
4. Effective Communication Skills For Stakeholder Engagement And Presentation.
5. Familiarity With Capacity Planning And Change Management Processes.

Other Requirements

1. Optional But Valuable Certifications: Certified Information Systems Security Professional (Cissp), Certified Information Security Manager (Cism), Or Equivalent Iam-Related Certifications