IDAM Support Analyst L2 Tech & Digital

As an IDAM Support Analyst at Zoetis India Capability Center (ZICC) in Hyderabad, you will play a crucial role in delivering end-user and technology team support for Identity and Access Management (IDAM) services across the Zoetis digital ecosystem. Your responsibilities will involve monitoring relevant queues in Zoetis IT Service Management (ITSM) system, responding to incidents, assisting users with requests and troubleshooting, and participating in the rotation for 16x5 operations to ensure uninterrupted service. Additionally, you will collaborate closely with various teams within Zoetis to optimize workflows and provide off-hours escalation support for high-priority incidents. **Position Responsibilities:** - Monitor relevant queues in Zoetis ITSM system to ensure timely incident resolution. - Respond to incidents within defined SLAs, documenting all interactions accurately. - Assist users with requests and troubleshooting by following well-documented KBAs. - Participate in 16x5 operations for IDAM services and provide off-hours escalation support. - Troubleshoot authentication failures and collaborate with application teams to maintain system reliability. - Monitor IDAM services as prescribed, investigating failures to ensure operational continuity. - Collaborate with internal teams to execute IAM support processes and optimize workflows. - Communicate effectively regarding service level incidents and utilize corporate outage report procedures. - Align with technical specialists to deepen knowledge of specific IDAM areas and facilitate career growth. **Organizational Relationships:** - Reports directly to ZICC IDAM IGA & PAM Technology Lead. - Collaborates with ZTD teams, application, business partner, and infrastructure teams. - Interacts with external vendors or partners for integration with IDAM systems. - Collaborates with implementation partners for deploying integrated solutions within Zoetis IT landscape. **Education and Experience:** - University Degree in Computer Science or Information Systems is required. - Minimum 3+ years of experience in Information Systems, especially IDAM or Security Related. - Experience working with global teams and in regulated industries is desired. **Technical Skills Requirements:** - Proficiency in ITSM tools like ServiceNow. - Expertise in Identity Governance & Administration, Enterprise & Cloud Directories, MFA, PAM, and CIAM. - Experience in providing Level 2 support for identity and authentication issues. - Desirable skills include proficiency with Microsoft Power Apps and data analytics tools. As an IDAM Support Analyst at Zoetis, you will have the opportunity to work with a global team, enhance your technical skills, and contribute to the mission of ensuring sustainable growth and competitive edge for Zoetis globally.,