IAM Support Specialist (L2)
Initially for a 3 month contract we are looking for someone to be responsible for handling medium to complex access management requests, providing advanced operational support, and managing escalations. Ensures secure and efficient access aligned with governance and compliance standards while supporting continuous improvement and mentoring L1 agents.
Key Responsibilities
* Resolve escalated access issues from L1 support
* Handle complex Joiner, Mover, Leaver (JML) scenarios
* Manage access-related incidents and service requests
* Escalate unresolved or critical issues to L3
* Maintain accurate ticket documentation and ensure SLA adherence
* Participate in access reviews, certifications, and audit activities
* Follow defined workflows, SOPs, and support guidelines
* Contribute to process improvements and identify automation opportunities
* Maintain and update documentation and runbooks
* Provide guidance and mentoring to L1 agents
Core Processes (ITIL-Aligned)
* Incident Management
* Problem Management
* Change Management
* Continual Service Improvement
* Knowledge Management