Tech Lead - SD Projects

5-7 years
a month ago 8 Applied
Job Description

As a Team Leader in Identity and Access Management (IAM), your responsibilities include overseeing the design, implementation, and maintenance of secure access controls for an organizations systems and data. Youll lead a team in managing user identities, defining access policies, and ensuring compliance with security standards. Additionally, youll collaborate with other departments to mitigate risks, conduct regular audits, and stay abreast of evolving security threats and IAM technologies. Strong leadership, communication, and problem-solving skills are crucial in this role. Should be working on Automation environment. Respond to customer queries via inbound calls, emails, chat and web tickets within defined SLA s. Specifically on requests.

Logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle as per ITIL guidelines.

Update users about request status and close request when users are satisfied with solutions

Troubleshooting mainly related to desktop/OS, Custom and COTS applications, Exchange related, End devices, VPN, VOIP and share point as per guidelines in the knowledgebase.

Remote desktop troubleshooting. Escalate complex incidents / requests to upstream technical groups

Years of experience needed -

5+ years of experience in SD IAM .

Technical Skills:

Effective Business Communication

Strong time management

Communication in neutral or American accent over phone and grammar skills

Analytical skills

Ability to follow process and procedures. Escalate unknown issues or questions without delay

Prompt response to telephone calls, email, and instant message requests for technical support

Operating the computer, OS and Knowledge base navigation

Use of Ticketing tool

Account Management / Password reset

Active listening and probing skills

Level 1 and 1.5 technical troubleshooting

Experience and or understanding of Virtual Desktop Infrastructure support (Citrix Xen Desktop, Xen App, Receiver)

Knowledge of remote support tools; i.e., Bomgar, Remote Desktop, Citrix, Desktop Director

Proficient in MS Office 2013, 2016 and must have knowledge of O365

Must have worked on Windows 7 and Windows 10 support for laptops and desktops

Documents, tracks, and monitors new and open Incidents until resolution or proper escalation

Knowledge of Wyse thin and zero client support, set up and connectivity

Supporting issues with Printer installations, HP Print and Scan via USB

Cisco VPN client support

Request Management

knowledge of Azure AD

knowledge of Active Directory

Microsoft Exchange and Admin Centre

Non-Technical Skill:

Good in communication

Positive energy

Positive attitude

Self learner

Certifications Needed:

ITIL certified

JOB TYPE

Industry

Other

Function

IT

Skills

Use of Ticketing tool
knowledge of Active Directory
Ability to follow process and procedures. Escalate unknown issues or questions without delay
tracks
Active listening and probing skills
Positive energy
Receiver)
knowledge of Azure AD
set up and connectivity
Operating the computer
2016 and must have knowledge of O365
Level 1 and 1.5 technical troubleshooting
HP Print and Scan via USB
SD IAM
OS and Knowledge base navigation
Proficient in MS Office 2013
and monitors new and open Incidents until resolution or proper escalation
Cisco VPN client support
and instant message requests for technical support
Knowledge of Wyse thin and zero client support
Prompt response to telephone calls
Microsoft Exchange and Admin Centre
Account Management / Password reset
Knowledge of remote support tools; i.e.
Effective Business Communication
Must have worked on Windows 7 and Windows 10 support for laptops and desktops
Experience and or understanding of Virtual Desktop Infrastructure support (Citrix Xen Desktop
Supporting issues with Printer installations
Desktop Director
Strong time management
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