Description:
This role supports the Identity and Access Management (IAM) and Privileged Access Management (PAM) managed services operations. The Technical Analyst / Support Engineer will be responsible for providing day-to-day operational support, incident management, and service maintenance across IAM/PAM platforms such as SailPoint, CyberArk, Okta, and Microsoft Entra ID. The role requires strong technical troubleshooting, service monitoring, and customer support skills, working closely with senior consultants and managed service leads.
Responsibilities:
- Provide Level 1 and Level 2 support for IAM/PAM platforms including user provisioning, de-provisioning, and access management.
- Monitor IAM/PAM system health, job schedules, and integration points to ensure service availability.
- Troubleshoot incidents, perform root cause analysis, and coordinate with Level 3 support or vendors when required.
- Execute daily operational tasks such as onboarding/offboarding, access review cycles, and privileged account monitoring.
- Assist in developing and maintaining operational documentation, SOPs, and service runbooks.
- Support regular patching, updates, and maintenance of IAM/PAM systems under managed service scope.
- Collaborate with clients and internal teams to ensure adherence to SLAs and quality of service delivery.
- Participate in change management and release deployment activities within controlled environments.
- Assist in onboarding new applications into IAM systems under supervision of senior engineers.
- Stay updated on IAM/PAM operational best practices and emerging tools.
Requirements:
- 12 years of experience in IT or cybersecurity support environment, preferably within IAM/PAM domain.
- Bachelor's degree in computer science, Information Technology, or related discipline.
- Basic understanding of Identity and Access Management concepts such as authentication, authorization, and RBAC.
- Experience or exposure to IAM/PAM tools such as SailPoint, CyberArk, Okta, or Microsoft Entra ID is an advantage.
- Knowledge of Active Directory, user/group management, and scripting (PowerShell or Python) preferred.
- Good understanding of ITIL processes (Incident, Problem, and Change Management).
- Strong troubleshooting, analytical, and communication skills with a customer-focused mindset.
- Ability to work in a team-oriented, managed services environment with rotational shifts if required.
Soft Skills
- Strong communication and problem-solving skills.
- Customer serviceoriented mindset with attention to detail.
- Ability to document incidents and resolutions clearly.
- Team player with positive attitude and willingness to learn.
- Adaptable to dynamic managed services operations and SLA-driven environments.
