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