Lead Specialist IAM (One Identity/SailPoint & Security Platforms )

About us

ERGO Technologies and Services IndiaERGO Technology & Services India (ET&S India) is the newest part of the ERGO Technology & Services Management the main outsourcing provider of IT for ERGO worldwide. It is backed up by ERGO an 18 Billion Euro Organization with a presence in 15+ countries have a charter to provide technology services to the ERGO countries in multiple countries.

ET&S India will be fueling the Digital aspirations of the ERGO world in years to come. With an ambitious plan to build a large offshore development center in multiple cities of the country ETS India shall be at the forefront in developing capabilities and providing career opportunities to employees in diverse technologies across domains of Insurance.

The Sub Section IAM & Security Platforms provides development and operational support for IT Security platforms such as Identity Access Management (IAM) within one of the world's leading reinsurance organizations.

As a Senior Support Specialist & Team Lead for IAM, you will use your technical expertise to analyse and resolve customer queries and incidents, troubleshoot operational issues, provide consultancy to various stakeholders, and to optimize operational efficiency and overall service quality.

Your Role

• Coach Team Members on achieving goals and developing necessary skills to get results
• Work alongside Team Members to develop performance, offering feedback and demonstrating the desired skills and expected work ethic
• Develop Team Strengths and Improve Weaknesses
• Evaluate Team Performance against Team Goals
• Organise Team Initiatives
• Analyses service and component availability, reliability, maintainability and serviceability.
• Supports the investigation and resolution of issues relating to local IT Operations.
• Develops solutions to known incident scenarios and ensures that incidents are handled correctly.
• Coordinates recovery of interrupted IT services within 2nd and 3rd level support.
• Ensures fast and automated evaluation of defined services and service components.
• Monitors critical workflows by using alerting and readiness. Monitors and if needed adjusts jobs and job networks acc. standards.
• Make suggestions for improvement of existing implementations
• Create appropriate level of documentation (e.g. process models, knowledge bases) required for maintenance and support
• Work closely with Service Management, Business Partners to understand their feedback on issues and performance and translate them into continuous improvement solutions.

Your profile

• Bachelor's Degree in Computer Science, Information Systems or equivalent work experience.
• 10+ years of experience in Support Services
• In-depth experience and understanding of Service Management & Customer Satisfaction principles
• Knowledge of the One Identity Manager software product
• Proficiency in SQL & Monitoring Tools (Such as Dynatrace)
• Knowledge of Windows Server, Cloud environments (Azure), Active Directory/EntraID, Web technologies
• You enjoy working in a global organization and have experience working with teams in multiple locations and time-zones
• Can do mentality, enable project teams, see and address issues pro-actively, find solutions
• Communication and Presentation Skills

Technical Background / Skills

• One Identity Manager (Sailpoint is a plus)
• MS SQL+T-SQL
• Windows Server / Cluster
• Cloud environments (Azure)
• Dynatrace or other monitoring tools
• Web technologies (Html, JavaScript, Angular, JQuery, REST API)
• System Automation