Job Summary
To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback.
Key Responsibilities
1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for on call escalations and doing root cause analysis of given issue.
3. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
4. To independently resolve tickets within agreed SLA of ticket volume and time.
5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.
Skill Requirements
Automation & Scripting:
• Utilize scripting languages (e.g., PowerShell) to automate routine tasks, streamline processes,
and generate reports.
Documentation & Training:
• Create and maintain comprehensive documentation for IAM processes
• Provide guidance and training to team members and end-users on IAM best practices
Collaboration:
• Work closely with cross-functional teams, including cybersecurity, infrastructure, and application development, to ensure seamless integration and secure operations.
Other Requirements
Skill Requirement :Candidate must possess below skills:
• Proficiency in scripting languages (Ex.PowerShell)
• Candidate should be customer focused
• Solid understanding of security principles and best practices
• Excellent analytical, problem-solving, and troubleshooting skills
• Strong communication and interpersonal skills, with the ability to collaborate effectively with technical and non-technical stakeholders.
• Basic knowledge of SailPoint – Identity Now