Skills: Active Directory Management, Identity and Access Management (IAM), PowerShell, Security principles, Analytical skills, Problem-solving skills, Interpersonal skills, Customer focus, SailPoint – Identity Now
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
Active Directory Management:
• Administer and maintain on-premises Active Directory (AD) infrastructure, including user accounts, groups, OUs
• Performing regular audits and troubleshooting issues
Identity and Access Management (IAM):
• Support IAM solutions, including user provisioning/de-provisioning, access reviews
• Manage user identities and access controls across various applications and systems
Security & Compliance:
• Ensure compliance with security policies, regulatory requirements and industry best practices
• Identify and mitigate security vulnerabilities related to identity and access
• Participate in security audits and provide necessary documentation and evidence
Other Requirements
Skill Requirement:
Candidate must possess below skills:
• Proficiency in scripting languages (Ex.PowerShell)
• Candidate should be customer focused
• Strong understanding of security principles and best practices
• Excellent analytical, problem-solving, and troubleshooting skills
• Solid communication and interpersonal skills, with the ability to collaborate effectively with technical and non-technical stakeholders.
• Basic knowledge of SailPoint – Identity Now