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Lead IAM Support Analyst

Job Summary:

The Application Subject Matter Specialist – IAM Support Analyst is responsible for the operational stability, security, and resilience of Zurich's Identity and Access Management (IAM) services.

The role provides expert Level 2 / Level 3 operational support for IAM platforms, ensuring reliable authentication, authorization, and access control in line with Zurich's security, risk, resilience, and control standards.

Working closely with global IT teams, application owners, infrastructure, cybersecurity, and vendors, this role supports business continuity, access governance, and identity lifecycle processes across Zurich's IAM landscape.

This position is operations focused, with accountability for incident resolution, service request fulfillment, and ongoing service reliability.

Key Accountabilities:

IAM Service Support & Operations:

Provide Level 2 / Level 3 operational support for IAM services including Okta, Okta Access Gateway, Microsoft Entra ID Conditional Access, MFA, and Single Sign-On (SSO).
Troubleshoot and resolve authentication, access, provisioning, and policy-related incidents and service requests within agreed service levels.
Perform root cause analysis for recurring incidents and contribute to problem management activities to prevent reoccurrence.

Platform Operations & Maintenance:

Support IAM platform operational activities including server upgrades, platform patching, maintenance windows, and version upgrades in collaboration with infrastructure and vendor teams.
Participate in Disaster Recovery (DR) planning, testing, and execution to ensure IAM service resilience and recoverability.
Support availability, performance, and capacity monitoring of IAM services and integrations.
Proactively identify operational risks and support remediation activities to improve platform stability.

Application & Integration Support:

Support onboarding, maintenance, and troubleshooting of applications integrated with IAM platforms (SAML, OAuth, OpenID Connect, SCIM).
Partner with application teams to assess IAM impacts during application changes, migrations, and deployments.
Validate IAM configurations during production changes, cutover activities, and operational handovers.

Security, Risk & Controls:

Support enforcement and troubleshooting of MFA, Conditional Access policies, device compliance rules, and access controls.
Ensure IAM operations comply with Zurich security policies, audit standards, and internal control frameworks.
Produce and maintain operational, security, and access reports to support audits, risk assessments, and regulatory requirements.
Support access reviews, recertifications, and evidence collection activities as required.

Change, Monitoring & Documentation:

Support IAM-related changes in line with Zurich change, release, and service management processes.
Ensure monitoring, alerting, and dashboards for IAM services are maintained and reviewed regularly.
Maintain accurate operational documentation, runbooks, support procedures, and disaster recovery documentation.
Participate in post-incident, post-change, and resilience reviews to support continuous improvement.

Collaboration & Stakeholder Management:

Act as a trusted operational contact for IAM-related support queries from business and IT stakeholders.
Collaborate with IAM engineering, infrastructure teams, cybersecurity, and vendor partners to resolve complex operational issues.
Provide operational insights and recommendations to improve service quality, resilience, and user experience.

Technical Skills:

6+ years of Proven experience supporting Identity and Access Management platforms in an enterprise environment.
Hands-on experience with Okta, Okta Access Gateway, Azure Conditional Access, Multi-factor authentication, and federation technologies.
Good understanding of authentication protocols such as SAML 2.0, OAuth 2.0, OpenID Connect, and SCIM.
Experience with platform operations, monitoring, incident analysis, and audit reporting.
Experience with ServiceNow or other ITSM tools.

Soft Skills:

Strong analytical and problem-solving skills with attention to detail.
Ability to operate effectively in a global, regulated, and risk-focused environment and manage multiple priorities effectively in a fast-paced environment.
Ability to work independently and collaborate with cross functional teams.
Clear written and verbal communication skills.
Strong sense of ownership, accountability, and service orientation.

Experience:

Bachelor's degree in information technology, Computer Science, Cybersecurity, or a related field, or equivalent work experience

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Candidate Data Privacy Notice:

Applicability of This Notice: This job posting relates to opportunities with Zurich Digital International Private Ltd. (Zurich) and is published with the support of ANSR Inc., (ANSR) an authorized recruitment service provider engaged by Zurich for its hiring activities.

Participation in the Recruitment Process: When you apply for this role, personal data provided as part of your application (such as your name, email address, contact details, address, financial information, background information, medical history, and details of previous employers/employment) is collected for the purposes of recruitment and selection and may be reviewed by Zurich, and transferred/disclosed to Zurich's affiliates, subsidiaries, and related entities and ANSR (Transferees), solely for recruitment and selection purposes (in accordance with their respective privacy policies).

The Transferees maintain at least the same level of protection for your data as maintained by Zurich, and do not further transfer/disclose/share or publish your data.

For information on how your personal data is processed by ANSR, including your rights and how to contact the relevant data protection office, please review:

– ANSR Privacy Policy: ANSR Privacy Policy - Ensuring Data Security

You understand and acknowledge:

You have the option not to provide your data (in which case we may not be able to process your application);
You have the option to review, correct/amend your data;
You have the option to withdraw your consent from processing your data;
Your data is retained until the purpose for its collection is served; and
Zurich uses reasonable security measures to help protect against the unauthorized access, loss, misuse and alteration of the personal information under our control. However, no method of transmission over the internet, or method of electronic storage, is completely secure.

By submitting your interest in any of our vacancies, you consent to the collection, storage, transfer, disclosure, and processing of your personal information and/or sensitive personal data or information.