PURPOSEOF THE JOB
Monitor, work and act as the single point of contact for all requests that are administered by the Identity and Access management operations teams based in Hyd India.
Ensure that all of the deliverables with respect to Turn around time are met along with managing all incidents raised and deal with any escalations as required.
2. DUTIESAND RESPONSIBILITIES
Overview of the job
Be the Subject Matter Expert (SME) on platforms / applications administered from the IAM operations team in Hyd.
User account administration on all of the above platforms via workflows GSR, Incidents and Change Orders.
Handle escalations / call follow up and effectively resolve queries.
Be responsible for Manage the inventory of procedures.
Be responsible for PAR support (Account Upload, Change Order Implementation).
Be responsible for taking over inactive account cleanups that are in a BAU state
Should take ownership of complex issues and work till its resolution.
Review the GSR / Incidents and ensure all queries are addressed within specific Turnaround Time.
Ensure compliance with targets on all Key Performance Indicators and other general audit requirements.
Should also help with completing quality reviews where required for the process in line with direction received from the line manager.
Maintain appropriate level of enthusiasm and motivation. Develop and maintain effective working relations with everyone in scope of interaction.
Be a part of the crisis calls in ensuring representation from access management.
Be adaptive and flexible to work on stakeholder and business needs.
Be responsible for clean-up activity via Leavers and Transfers and periodic recertification.
Identify areas of continues improvement.
Operational & Functional Reporting report daily activity, send weekly / monthly performance report of provisioning activities chart out the progress / trends;
take inputs from quality survey and action as necessary.
The fundamental part of the role is to ensure that daily demand is effectively distributed in the team and also works the requests to help clear the requests.
Team work Interact well with peers, superiors, people from other support areas and business partners; work towards improving team bonding;
actively participate in daily devotionals, weekly / monthly meetings, other team get-togethers and conduct them in the absence of line manager;
support team projects;serve as a resource person to the team / line manager; contribute towards new joiners’ learning curve;
Learning & Development Complete all the mandatory courses on LMS as assigned by the line manage, take up additional courses in line with the process / role requirement and career development.
Audit Adherence Should adhere to the compliance / audit requirements set and communicated by the HTI management; keep the confidentiality of sensitive information of users;
ensure breach of confidentiality is immediately bought to the attention of the line manager;
OTHER INFORMATION (please fill in as relates toprocess specific tasks)
The job holder will report directly to the Assistant Manager, Should be able to actively shoulder projects initiated for IAM Ops IT Security to drive quality initiatives.
5. KNOWLEDGE, EXPERIENCE AND SKILLS TO UNDERTAKE THEROLE AT A FULLY ACCEPTABLE LEVEL
Knowledge of Provisioning processes within IAM operations (E)
Knowledge of access management controls and processes including Leavers, Transfers and Recertification (E)
Excellent communication skills (both verbal and written) (E)
Should be proactive and ability to identify and resolve issues in a timely manner (E)
Good training skills (E)
Ability to work under pressure with challenging deadlines (E)
Ability to learn quickly, deliver and transfer knowledge effectively (E)
Self-Driven with High Energy levels (E)
Bachelor’s degree or equivalent (E)