Job Description
- Provide L1/L2 support for centralized Identity & Access Management (IAM) platforms, including Western Union access management systems.
- Act as the primary point of contact for internal clients, partners, and system administrators.
- Ensure high-quality customer service and timely resolution of IAM-related issues.
Key Responsibilities
- Handle incident, service request, and problem tickets assigned through ServiceNow or similar tools.
- Provide day-to-day IAM operational support, including access provisioning and de-provisioning.
- Troubleshoot and remediate IAM issues related to authentication, authorization, and identity lifecycle.
- Monitor IAM systems and perform proactive health and integrity checks.
- Execute and monitor scheduled tasks, batch jobs, and scripts.
- Support and maintain SailPoint IdentityIQ (IIQ) operations.
- Participate in incident and problem management activities as part of the Service Management Lifecycle.
- Collaborate with cross-functional teams to resolve complex IAM issues.
- Create, update, and maintain end-user and technical documentation.
- Track tasks, follow up on pending issues, and ensure SLA compliance.
- Identify process gaps and contribute to process improvement and defect tracking.
- Mentor or act as an SME within the IAM support team when required.
Role Requirements
- 2+ years of experience in L1/L2 technical support roles.
- 2+ years of experience in Identity & Access Management (IAM) roles.
- 1+ year hands-on experience with SailPoint IdentityIQ (IIQ).
- Strong understanding of ITIL / Service Management Lifecycle, especially Incident & Problem Management.
- Experience with ServiceNow, Jira, or similar ticketing tools.
- Knowledge of identity lifecycle management (joiner, mover, leaver processes).
- Experience with PowerShell scripting.
- Exposure to Power BI or Tableau for reporting and analysis.
- Familiarity with scheduled tasks, batch jobs, and scripts.
- Strong troubleshooting and analytical skills.
- Excellent verbal and written communication skills.
- Ability to work independently with minimal supervision.
- Strong customer-service and stakeholder management skills.
Preferred Qualifications
- ITIL Service Management Certification.
- Experience as an SME or mentor in a support organization.
- Background in financial services or regulated environments.
Education
- UG: Any Graduate
- PG: Any Postgraduate
Employment Details
- Role: System Security Engineer
- Industry Type: Financial Services
- Department: IT & Information Security
- Employment Type: Full-Time, Permanent
- Role Category: IT Security
Benefits
- Employees Provident Fund (EPF)
- Gratuity
- Public Holidays
- Annual, Sick, Compensatory, Maternity & Paternity Leave
- Annual Health Check-up
- Mediclaim / Hospitalization Insurance
- Group Life & Personal Accident Insurance
- Business Travel Insurance
- Cab Facility
- Relocation Benefits
