Job: I&AM Solutions-User Provisioning

Security Services Team manages the infrastructure and environment to support the Enterprise Directory, Identity Management, Authentication and Access Management that enable other IO and Solution Delivery teams to provide secure applications to our customers.

The IO IAM Administration Technologist is responsible for

•  Supporting the group to ensure Identity and Access Management (IAM) related services are delivered to meet customer business needs and expectations.
•   Ensuring proper documentation, notification, escalation, tracking and follow up of all incidents

Key Responsibilities:

• Performs initial level of problem identification and attempts to resolve when appropriate; otherwise, documents all troubleshooting efforts in problem ticket and makes prompt notification to responsible party for resolution in order to minimize the amount of time taken to resolve customer issues.
•  Assists with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement.
•  Ensures that correct resolutions are found and involves appropriate areas in resolving problems when needed
•  Performs incident notification and escalation to ensure problems/request/issues are communicated effectively and receiving proper management attention.
•  Actively participates in preventive maintenance, by documenting common problems and sharing information required for the team to be successful
•  Documents and maintains internal procedural standards relating to support role as required
•  Completes periodic reports as requested by manager
•  Provides after-hour and weekend on call support when required
•  Maintains a high-degree of professional conduct at all times
•  Develops and maintains product knowledge, business and professional skills by participating in on-the-job and other training courses Knowledge/Skills

Requirements:

•   Experience (1-2yrs +) of a technical support or ID management environment.
•   Experience (1 yr+) of an operational environment preferably Microsoft Active Directory or Windows server 2003
• Experience (1-2 yrs +) within the customer service area
•   Good analytical, troubleshooting and problem-solving skills
•   Good priority management skills
•   Good communication and collaboration skills
•   Ability to develop technical documentation, technical communications and project work plans.
•   Ability to facilitate knowledge transfer within team and outside customer groups
•   Ability to install and use a variety of software applications
•   Team player who also works well independently; self-motivated. • Understand and work with a culturally diverse team.

Experience: 6 months to 1 Year