Senior IAM Support Analyst

The Senior IAM Support Analyst is responsible for the operational stability, security, and resilience of Identity and Access Management (IAM) services. The role provides expert Level 2 / Level 3 operational support for IAM platforms, ensuring reliable authentication, authorization, and access control in line with security, risk, resilience, and control standards.

Key Responsibilities

IAM Service Support & Operations

• Provide Level 2 / Level 3 operational support for IAM services, including Okta, Okta Access Gateway, Microsoft Entra ID Conditional Access, MFA, and Single Sign-On (SSO).
• Troubleshoot and resolve authentication, access, provisioning, and policy-related incidents and service requests within agreed service levels.
• Perform root cause analysis for recurring incidents and contribute to problem management activities to prevent recurrence

Required Qualifications

• 6+ years of proven experience supporting Identity and Access Management platforms in an enterprise environment.
• Hands-on experience with Okta, Okta Access Gateway, Azure Conditional Access, Multi-factor Authentication (MFA), and federation technologies.
• Good understanding of authentication protocols, including:
  • SAML 2.0
  • OAuth 2.0
  • OpenID Connect
  • SCIM
• Experience with platform operations, monitoring, incident analysis, and audit reporting.
• Experience with ServiceNow or other ITSM tools.
• Strong analytical and problem-solving skills with attention to detail.
• Ability to operate effectively in a global, regulated, and risk-focused environment while managing multiple priorities in a fast-paced environment.
• Ability to work independently and collaborate with cross-functional teams.
• Clear written and verbal communication skills.
• Strong sense of ownership, accountability, and service orientation.
• Bachelor's degree in Information Technology, Computer Science, Cybersecurity, or a related field, or equivalent work experience.