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Assistant Manager – IDAM Service Operations

Job ID:
Information Technology
Bengaluru, Karnataka
Date posted:

Job Title: Assistant Manager – IDAM Service Operations

Location: UniOps Bangalore

Job Description:

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.

Key accountabilities:

  • 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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