Job Summary

ob Summary : Purpose of the Role The Application Subject Matter Specialist – IAM Support Analyst is responsible for the operational stability, security, and resilience of Identity and Access Management (IAM) services. The role provides expert Level 2 / Level 3 operational support for IAM platforms, ensuring reliable authentication, authorization, and access control in line with security, risk, resilience, and control standards. Working closely with global IT teams, application owners, infrastructure, cybersecurity, and vendors, this role supports business continuity, access governance, and identity lifecycle processes across IAM landscape. This position is operations‑focused, with accountability for incident resolution, service request fulfillment, and ongoing service reliability, operating within an AI-first environment where operational insights, troubleshooting, and continuous improvement are enhanced using AI-assisted capabilities to improve efficiency, stability, and risk management outcomes.

Key Responsibilities

Job Responsibilities : Key Accountabilities IAM Service Support & Operations • Provide Level 2 / Level 3 operational support for IAM services including Okta, Okta Access Gateway, Azure SSO, Microsoft Entra ID Conditional Access, MFA, and Single Sign-On (SSO), leveraging AI-assisted monitoring and diagnostics to improve service stability and detection of issues • Troubleshoot and resolve authentication, access, provisioning, and policy-related incidents and service requests within agreed service levels, using AI-assisted incident triage, log analysis, and pattern recognition to accelerate resolution and reduce MTTR • Perform root‑cause analysis for recurring incidents and contribute to problem management activities to prevent reoccurrence, leveraging AI-driven insights to identify recurring patterns and recommend automation or preventive actions Platform Operations & Maintenance • Support IAM platform operational activities including server upgrades, platform patching, maintenance windows, and version upgrades in collaboration with infrastructure and vendor teams, leveraging AI-assisted impact analysis to improve planning and reduce operational risk • Participate in Disaster Recovery (DR) planning, testing, and execution to ensure IAM service resilience and recoverability, using AI insights to assess risks and improve readiness scenarios • Support availability, performance, and capacity monitoring of IAM services and integrations, utilizing AI-based anomaly detection to proactively identify performance issues and system degradation • Proactively identify operational risks and support remediation activities to improve platform stability, leveraging AI-driven analytics to detect trends and predict potential issues before impact Application & Integration Support • Support onboarding, maintenance, and troubleshooting of applications integrated with IAM platforms (SAML, OAuth, OpenID Connect, SCIM), leveraging AI-assisted diagnostics to improve integration analysis and issue resolution • Partner with application teams to assess IAM impacts during application changes, migrations, and deployments, using AI insights to identify potential risks and dependencies • Validate IAM configurations during production changes, cutover activities, and operational handovers, leveraging AI-assisted validation to improve accuracy and reduce configuration errors Security, Risk & Controls • Support enforcement and troubleshooting of MFA, Conditional Access policies, device compliance rules, and access controls, leveraging AI insights to detect anomalies and potential security risks • Ensure IAM operations comply with security policies, audit standards, and internal control frameworks, using AI-assisted analysis to enhance compliance validation and control effectiveness • Produce and maintain operational, security, and access reports to support audits, risk assessments, and regulatory requirements, leveraging AI-generated insights to improve reporting efficiency and accuracy • Support access reviews, recertifications, and evidence collection activities as required, using AI to improve data validation and identify inconsistencies Change, Monitoring & Documentation • Support IAM-related changes in line with change, release, and service management processes, leveraging AI-assisted risk analysis to improve change validation and reduce failure rates • Ensure monitoring, alerting, and dashboards for IAM services are maintained and reviewed regularly, using AI-based monitoring to enhance visibility and proactive detection of issues • Maintain accurate operational documentation, runbooks, support procedures, and disaster recovery documentation, leveraging AI-assisted documentation to improve consistenc

Skill Requirements

Skill Requirement : Skills & Experience Technical Skills • 10+ years of proven experience supporting Identity and Access Management platforms in an enterprise environment • Hands-on experience with Okta, Okta Access Gateway, Azure Conditional Access, Multi-factor authentication, and federation technologies • Good understanding of authentication protocols such as SAML 2.0, OAuth 2.0, OpenID Connect, and SCIM • Experience with platform operations, monitoring, incident analysis, and audit reporting • Experience with ServiceNow or other ITSM tools • Experience applying AI-assisted techniques for incident management, log analysis, monitoring, or operational optimization • Ability to leverage AI tools for anomaly detection, root cause analysis, and predictive operational insights • Understanding of responsible AI usage, including data privacy, access control, and auditability in IAM environments

Other Requirements

Other Requirement : Personal & Professional Skills • Strong analytical and problem-solving skills with attention to detail, including the ability to leverage AI-assisted insights to improve decision-making and operational outcomes • Ability to operate effectively in a global, regulated, and risk-focused environment and manage multiple priorities effectively in a fast-paced environment • Ability to work independently and collaborate with cross functional teams • Clear written and verbal communication skills • Strong sense of ownership, accountability, and service orientation • Strong problem-framing and analytical thinking skills to effectively utilize AI tools in operational scenarios • Learning agility and curiosity to adapt to evolving AI capabilities and apply them in IAM support functions Education & Experience • Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, or a related field, or equivalent work experience