Position Description:

Job Title: Senior Igloo Support Specialist
The Senior Igloo Support Specialist is responsible for providing advanced functional and technical support for the Igloo Intranet platform. The role acts as the expert escalation point for complex incidents, recurring problems, configuration questions and implementation related topics. The specialist ensures that Igloo remains reliable, secure, well governed and aligned with business needs across the organisation.
In addition to resolving advanced support issues, the role advises IT, business stakeholders and project teams on the right direction for Igloo changes, integrations, authentication, user provisioning, access management, platform improvements and implementation choices. The Senior Igloo Support Specialist contributes to operational excellence by documenting standards, improving support processes and guiding less experienced support colleagues.
3. Key Accountabilities
Advanced Support and Troubleshooting

. Act as senior escalation point for complex Igloo incidents, access issues, authentication problems,



provisioning failures, performance concerns and platform behaviour that cannot be solved by first or second line support.
. Analyse root causes of recurring issues and propose structural improvements to prevent repeated disruption.
. Coordinate troubleshooting across internal IT teams, service desk, infrastructure, identity management, security teams and external vendors where needed.
. Ensure incidents are handled according to agreed priorities, service levels and business impact.

Platform Expertise and Advisory

. Provide expert advice on Igloo configuration, authentication, user provisioning, access groups, platform structure and governance.
. Advise stakeholders on the best direction for platform changes, improvement initiatives and implementation choices.
. Assess the operational impact, risks and dependencies of proposed changes before implementation.
. Translate business needs into pra

📌 Senior Igloo Support Specialist (Bengaluru)
🏢 CGI
📍 Bengaluru