Job Title

Security Administration Services (SAS) - Officer

Role Summary & Role Description

State Street's Security Administration Services Team is looking to hire Officer in India. We are looking for a proven candidate to SAS Helpdesk Supervisor Officer leads the day-to-day operations of the SAS Helpdesk function, ensuring consistent, secure, and timely handling of access and security administration requests. This role oversees queue performance, ticket quality, and customer experience across phone, chat, and email channels while ensuring adherence to documented procedures, security controls, and audit requirements.

The ideal candidate is an experienced support professional and people leader who can coach and develop staff, manage staffing and shift coverage, and drive continuous improvement. This position supports a 24/7 operating model and we are looking for this position to cover weekends.

As a member of the SAS Heldesk you will:

Experience in a regulated or audit-focused environment demonstrated adherence to documented controls and evidence requirements.
Weekend schedule.
Supervise daily helpdesk operations and queue health across phone, chat, and email ensure timely intake.
Coordinate staffing plans, schedules, and shift handoffs to support a 24/7 operating model, including weekend/holiday coverage as needed with AVP.
Coach, train, and support Helpdesk agents conduct regular quality reviews (ticket documentation, verification steps, customer communication) and provide actionable feedback.
Monitor performance metrics (e.g., response time, backlog, throughput, quality) and produce routine reporting identify trends and drive corrective actions.
Manage escalations and high-impact incidents.
Ensure compliance with security policies, access provisioning controls, and audit requirements verify tickets contain required approvals, validations, and evidence.
Maintain and improve knowledge articles, SOPs, and scripts lead process improvements that reduce repeat contacts and improve first-contact resolution.
Identify operational risks and control gaps escalate concerns appropriately and support remediation efforts, including participation in audits and reviews.

Education & Preferred Qualifications:

B.Sc. in computer science or equivalent technical degree.

Total experience & relevant of 10+ years in the IT Industry in infrastructure space in providing hands on technical support with leadership skills.

Core/Must have skills

Excellent communication skills (both verbal and written)
Must have strong interpersonal, business, and stakeholder management skills.
Proven analytical mindset, ability to troubleshoot.
Ability to work independently and collaborate effectively in a team environment
Knowledge of ServiceNow knowledgebase and ticketing system

Work Schedule

Hybrid : (requires weekend support)

Location - Bangalore

Keywords (If any)

#SecurityAdminstrationSupport, #TechnicalSuport. #EndUserSupport

Why this role is important to us

Our technology function, Global Technology Services (GTS), is vital to State Street and is the key enabler for our business to deliver data and insights to our clients. We're driving the company's digital transformation and expanding business capabilities using industry best practices and advanced technologies such as cloud, artificial intelligence and robotics process automation.

We offer a collaborative environment where technology skills and innovation are valued in a global organization. We're looking for top technical talent to join our team and deliver creative technology solutions that help us become an end-to-end, next-generation financial services company.

Join us if you want to grow your technical skills, solve real problems and make your mark on our industry.

About State Street

What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation, we're making our mark on the financial services industry. For more than two centuries, we've been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.

Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary by location, but you may expect generous medical care, insurance and savings plans, among other perks. You'll have access to flexible Work Programs to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.

Inclusion, Diversity and Social Responsibility. We truly believe our employees diverse backgrounds, experiences and perspectives are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift programs and access to employee networks that help you stay connected to what matters to you.

State Street is an equal opportunity and affirmative action employer.

Discover more at StateStreet.com/careers

About State Street

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you'll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.

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