IAM Support

• User Management & Access Operations
• Perform user account provisioning and lifecycle management, including account creation, activation, deactivation, and deletion based on validated and authorized requests.
• Execute password resets, account unlocks, and user access modifications in accordance with established procedures, access control policies, and authorization matrices.
• Conduct initial investigations into user login and access issues by checking account status, authentication mechanisms, assigned permissions, and access configurations.
• Verify the completeness and validity of access requests before execution, ensuring that all activities comply with applicable security procedures and approval requirements.
• Maintain accurate records of user account changes, access modifications, and operational activities for audit and tracking purposes.
• Ticket Management & 24x7 Operations
• Receive, validate, process, and update incident and service request tickets through the i-Serve BTN system or requests submitted via ITSD-IAM.
• Execute approved IAM requests as a maker, ensuring that all activities are performed accurately and in accordance with established Standard Operating Procedures (SOPs).
• Coordinate with designated checkers or approvers to ensure appropriate verification and authorization before completing access-related requests.
• Monitor ticket progress, maintain accurate status updates, and ensure timely resolution or escalation in accordance with applicable Service Level Agreements (SLAs).
• Provide operational support on a 24x7 basis, including shift-based handling of IAM incidents and service requests.
• IAM Platform Support & Troubleshooting
• Perform initial troubleshooting and operational support for IAM-related issues across platforms such as CyberArk, Microsoft Entra ID, and Identity Governance and Administration (IGA).
• Investigate access-related incidents, identify potential causes, document findings, and escalate complex issues to the relevant internal teams or platform partners/principals.
• Coordinate with internal IT teams and external platform partners to support incident resolution and service continuity.
• Assist in monitoring recurring access issues and documenting troubleshooting procedures to improve operational efficiency.
• Scripting & Operational Automation
• Utilize PowerShell to support routine IAM administration, user account management, access verification, and operational troubleshooting where applicable.
• Use Python to develop or maintain scripts for repetitive operational tasks, data processing, ticket-related activities, and basic automation of IAM workflows.
• Perform basic script testing and validation to ensure accuracy, reliability, and compliance with established operational procedures.
• Maintain documentation of scripts, execution results, and relevant operational changes.
• Documentation & Compliance
• Maintain complete and accurate documentation of IAM activities, ticket resolutions, escalations, and access-related changes.
• Ensure all user management and access administration activities comply with established security policies, approval workflows, and audit requirements.
• Escalate exceptions, suspected security issues, and requests requiring policy interpretation or elevated authorization to the appropriate internal IAM personnel.
• Operate within the assigned operational scope; IAM policy decisions, final solution design, and governance-level approvals remain the responsibility of the internal IAM Department Head or authorized personnel.

Requirements

• Bachelor’s degree in Information Technology, Information Systems, Computer Science, or a related field.
• Minimum 2–3 years of experience in IT Operations, IAM Support, User Access Management, Service Desk, or a related technical support role.
• Hands-on experience in user account provisioning, deprovisioning, password resets, account unlocks, access modifications, and access-related troubleshooting.
• Familiarity with Identity and Access Management (IAM) concepts, including user lifecycle management, authentication, authorization, access control, and approval workflows.
• Familiarity with at least one IAM-related platform, preferably CyberArk, Microsoft Entra ID (Azure AD), or an Identity Governance and Administration (IGA) solution.
• Working knowledge of PowerShell for administrative tasks, user management, troubleshooting, and basic scripting or automation.
• Working knowledge of Python for scripting, data processing, and automation of repetitive operational tasks.
• Experience handling IT incidents and service requests through a ticketing system, including ticket validation, documentation, status updates, and escalation.
• Understanding of access control principles, information security practices, and the importance of segregation of duties (SoD), maker-checker workflows, and authorization controls.
• Strong analytical and troubleshooting skills, with the ability to investigate access issues systematically and document findings clearly.
• Good communication and coordination skills to work with internal IT teams, checkers/approvers, and external platform partners.
• Willingness to work on a 24x7 shift basis.
• Detail-oriented, disciplined in following SOPs, and committed to maintaining data accuracy and security compliance.

Recruitment Process: Screening Interview -> BI Checking -> User Interview -> Medical Check Up -> Offering -> Contract Signing

Industry: Banking