Shift Lead

IAM (Identity & Access Management)

Location: Sahyadri Park, Pune

BPO : BPO 3

Shift timings Between: 24*7 (Open to work in rotational shifts)

Weeks Offs : Sat/Sun

Qualification: Graduate

Job Requirement

The resource is expected to manage the team 10+ associates comprising of multiple towers having Lead / MIS / QA / Training Key responsibilities include day to day SLA management, Client management, People Management, team performance, process improvement, interacting with client & business managers and ISU stakeholders. Strong analytical and MS Excel skills required, including a thorough understanding of how to interpret customer business needs to achieve desired results. The role would entail communication with internal senior stakeholders to keep them apprised of day to day delivery progress, risk / mitigation and participate in weekly / monthly review calls.

 Required Skills:

• Good Knowledge of IAM / Access Provisioning.
• Good knowledge of Windows Active Directory
• Knowledge of Workflow systems like Service Now
• Knowledge of Access Reviews/Re Certification Process
• Basic working knowledge or have worked with CyberArk and related IAM tools
• Analytical mindset and eye for details
• Excellent MS Office application knowledge (excel, power point, word etc.).
• Logical reasoning and problem solving abilities.
• Delivery Management (SLA Management, People Management , Client Management)
• Six Sigma Green Belt certified
• Good understanding of Process improvement and Quality improvement methodologies
• Ability to understand customer requirements.
• Ability to work with minimal supervision and prioritize workload to meet deadlines.
• Working both independently and in a team-oriented, collaborative environment across multiple locations is essential.

Job Description

• Key responsibility is to manage day to day deliverables as per contractual requirement.
• Ensure SLA across multiple towers are met.
• Ensure effective communication with all key stakeholders (Client, Team members, Sr management).
• Identifying process risk and related mitigation plan.
• Identify process improvement areas and work with T&I (Automation team) team as applicable to implement it.
• Quality monitoring / CSS implementation.