Job Title: Assistant Manager – IDAM Service Operations
Location: UniOps Bangalore
The role is responsible for:
Manage the service operations for all IDAM (Identity, Directory and Access) technologies globally.
Effectively drive service improvement conversations within IDAM team and externally demonstrating a good understanding on Microsoft Identity Management, Access Management (Saviynt), Microsoft Multifactor Authentication, Azure tenant management, Active Directory Federation Services (ADFS), User Access management (Citrix and Zscaler).
Drive and manage service operations KPIs, executive dashboards, incident, and problem management towards meeting the better user experience.
Drive continuous service improvement plans across vendor partners.
Set-up effective change and release process with service owners across Identity, Directory and Access.
Drive monthly service operation reviews with IDAM LT team.
Maintain the Service Catalogue, Service Models, CMDB, operations KPIs etc
Set-up effective weekly connects with Security team to ensure IDAM services are compliant as per the defined information security standards.
Manage, ensure relevant operational KPIs are met and reported at leadership level.
Manage the disaster recovery (DRs) test plans and execution with the Vendor partners and IDAM project leads.
Communication of service impacting changes to the relevant stakeholders in collaboration with IT Shared services.
Drive Service Introduction plans for new IDAM services.
Work with service providers & vendor partners to improve performance and system stability, driving Continuous Service Improvement Plan across Identity, Directory and Access.
Drive incident, problem closure, RCAs in collaboration across other relevant service lines, Vendor partners.
Ensure all documentation that is required for managing the Service, platform is available and up-to-date
Drive a positive Customer Satisfaction/ experience.
Review any areas that can be improved to increase efficiency and effectiveness of the Service/ process/ technology.
Lead the regular service reviews with Vendor partners and actions therefrom, driving the improvements.
Demonstrate strong operational and technical skills across technologies (indicated above) to broker meaningful conversations, actions with agility on overall IDAM service line.
Closely work with Operational Excellence and Service Desk teams to review any process gaps, SLA KPIs and drive continuous improvement plan.
Experience and qualifications required:
At least 8 years’ service operations experience in relevant field.
Sound technical knowledge of relevant areas of IDAM technologies (indicated above), services.
Exudes technical credibility and exercises independent judgment and decision-making responsibilities.
Excellent overall knowledge of wide areas of IT practice and applications, ITIL processes.
Excellent business awareness, understanding the broader context in which IT delivery has an impact on overall business performance.
Able to make an immediate positive impact with the team, suppliers, and Service consumers.
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