Mphasis
Location
Pune | India
Job description
As a Team Leader in Identity and Access Management (IAM), your responsibilities include overseeing the design, implementation, and maintenance of secure access controls for an organizations systems and data. Youll lead a team in managing user identities, defining access policies, and ensuring compliance with security standards. Additionally, youll collaborate with other departments to mitigate risks, conduct regular audits, and stay abreast of evolving security threats and IAM technologies. Strong leadership, communication, and problem-solving skills are crucial in this role. Should be working on Automation environment. Respond to customer queries via inbound calls, emails, chat and web tickets within defined SLA s. Specifically on requests.
Logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle as per ITIL guidelines.
Update users about request status and close request when users are satisfied with solutions
Troubleshooting mainly related to desktop/OS, Custom and COTS applications, Exchange related, End devices, VPN, VOIP and share point as per guidelines in the knowledgebase.
Remote desktop troubleshooting. Escalate complex incidents / requests to upstream technical groups
Years of experience needed -
5+ years of experience in SD IAM .
Technical Skills:
Effective Business Communication
Strong time management
Communication in neutral or American accent over phone and grammar skills
Analytical skills
Ability to follow process and procedures. Escalate unknown issues or questions without delay
Prompt response to telephone calls, email, and instant message requests for technical support
Operating the computer, OS and Knowledge base navigation
Use of Ticketing tool
Account Management / Password reset
Active listening and probing skills
Level 1 and 1.5 technical troubleshooting
Experience and or understanding of Virtual Desktop Infrastructure support (Citrix Xen Desktop, Xen App, Receiver)
Knowledge of remote support tools; i.e., Bomgar, Remote Desktop, Citrix, Desktop Director
Proficient in MS Office 2013, 2016 and must have knowledge of O365
Must have worked on Windows 7 and Windows 10 support for laptops and desktops
Documents, tracks, and monitors new and open Incidents until resolution or proper escalation
Knowledge of Wyse thin and zero client support, set up and connectivity
Supporting issues with Printer installations, HP Print and Scan via USB
Cisco VPN client support
Request Management
knowledge of Azure AD
knowledge of Active Directory
Microsoft Exchange and Admin Centre
Non-Technical Skill:
Good in communication
Positive energy
Positive attitude
Self learner
Certifications Needed:
ITIL certified
Job tags
Salary
