5.0 - 8.0 years

9 - 14 Lacs

pune

Work from Office

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Mandatory Skills: Forgerock Access Manager. Experience: 5-8 Years.

Posted Date not available

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Technical Sales Consultant Seikor Group

4.0 - 9.0 years

7 - 12 Lacs

pune

Work from Office

Pre Sales Engineer We are looking for a dynamic and technically proficient IAM Pre-Sales Engineer to join our growing cybersecurity team. In this role, you will act as a trusted advisor to customers, supporting the sales team throughout the sales cycle by providing deep technical knowledge in Identity and Access Management (IAM), solution demonstrations, architecture design, and proposal support. You will bridge the gap between business requirements and technical solutions, driving successful customer engagements from discovery to technical closure. Key Responsibilities • Collaborate with Sales and Account teams to understand customer requirements, pain points, and business goals. • Lead technical discovery and requirement-gathering sessions with prospective clients. • Design IAM architectures and solution blueprints tailored to client environments (covering Workforce IAM, CIAM, IGA, PAM, SSO, MFA, etc.). • Deliver compelling product demonstrations, Proof of Concepts (PoCs), and technical workshops. • Respond to RFPs/RFIs and create high-quality technical proposals in collaboration with sales and delivery teams. • Articulate and present IAM solution benefits, product roadmaps, and implementation approaches to both technical and executive stakeholders. • Act as a subject matter expert (SME) for IAM platforms such as ForgeRock, Ping Identity, Okta, SailPoint, CyberArk, IBM Verify, or Microsoft Entra. • Work closely with engineering and delivery teams to ensure alignment between pre-sales promises and implementation feasibility. • Represent the company at conferences, webinars, and client meetings as an IAM domain expert. • Maintain competitive and market intelligence in IAM and adjacent cybersecurity spaces. Required Qualifications • Bachelors or Masters degree in Computer Science, Information Security, Engineering, or a related field. • 5+ years of experience in Identity & Access Management , including 2+ years in a customer-facing pre-sales or solution consulting role. • Strong knowledge of IAM protocols and standards (SAML, OAuth, OIDC, LDAP, SCIM, PKI). • Hands-on experience with one or more leading IAM platforms : ForgeRock, Ping Identity, Okta, SailPoint, CyberArk, IBM Verify, Saviynt, WSO2, or others. • Proven experience in delivering demos, building PoCs, and crafting technical responses for RFPs. • Excellent communication, presentation, and interpersonal skills. • Ability to work cross-functionally in a fast-paced, customer-centric environment.

Posted Date not available

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