Spain
Experienced in supporting and managing Identity and Access Management solutions (Oracle and SailPoint) in a banking/financial sector.
• Manages certification campaigns (access rights review) for critical (semi-annual) and non-critical systems (annual). • Manages external vendors for ID Administration. • Performs root cause analysis and investigations for audit, control and other production issues. • Responsible for reviewing workflow changes as part of BAU or projects. • Works with the project team in assessing and testing the functionalities (e.g. RBAC model, approval process, certification, etc.) in the migration to IIQ 7.1. • Previously manages a team of external vendor that provides support & maintenance for IAM system based on SailPoint Identity IQ 6.3. • Responsible for release management of bug fixes and enhancements in Agile environment.
• Leads a Subject Matter Expert team in Singapore that handles support escalations for Identity and Access Management (IAM) systems. • Manage projects to reduce automation workflow failures, enabled applications for leavers, and LCM (Life Cycle Management) asset failures affecting our customers and control issues. • Responsible for enhancing user experience of our IAM systems and drive improvements for efficiencies by working with business users and IT Teams. • Performs root cause analysis and technical investigations for any issues (e.g. audit, process and automation failures) in the systems; handles configuration fixes in AIM Design Console, OIM and DBs. • Performs testing of new features, enhancements and bugs in UAT and PROD environments. • Identifies technical risks and provides feedback or recommendation on resolving, controlling or minimising the risks. • Works with stakeholders to gather requirements for new features or enhancements and translate them into specific workflow or functional requirements. • Performs reconciliation of data as needed to for the project or to fix issues. • Identifies, evaluate, verifies and remediates workflow loopholes thus ensuring quality and business continuity. • Conduct knowledge sharing sessions to stakeholders, including internal IT teams, of new features being implemented to the systems as well as product and process trainings to team’s new joiners. • Ad-hoc assignment for cleanup activities post project implementation. • Creates MI reporting and other reports as needed by other teams.
• Create and manage application workflows using Oracle Identity Management Design Console. • Customise workflows using Access and Identity Management Form Designer. • Manage roles through Oracle Identity Analytics. • Coordinate and work with business users and Business Analysts when onboarding or amending workflows, Developers or Test teams when implementing projects. • Manage user profiles and groups using Access and Identity Management. • Provide 2nd level support for application security systems via Incident and Problem Management, email and hotline. • Initiate, coordinate and implement Change Request using Change Management (ITSM) process • Log identified bugs using JIRA; test resolution of bugs in UAT and PROD environments. • Ensure all processes comply with audit and regulatory requirements. • Maintain knowledge base of known errors/solutions.
• Serve as point of contact for any product-related issues or concerns. • Handle escalations and callbacks. • Join round table sessions with the Escalation Engineer, Partner Technical Lead and/ or the Product Manager • Maintain a high level of proficiency with the supported products and tools required for support in order to: - Check validity of steps provided in Knowledge Base (KB) and give the appropriate feedback. - Look for resolution steps/workarounds for products that have minimal or no articles (KB/Pane Help) available. - Conduct knowledge sharing sessions with agents (L1/L2) to disseminate important information about supported products.
• Ensure that all escalations are processed correctly and in a timely manner. • Compose customer texts and implement support flows or product updates. • Generate weekly top issues, and compile products, support flows and Knowledge Center questions as agenda items for conference call with clients. • Represent the team on technical calls and content development and/or roundtable meetings with clients. • Participate in customer satisfaction deep-dive or root-cause analysis (internal and client). • Responsible for escalating emerging product and tool issues to clients. • Ensure that Knowledge Base (both client and internal) contents are complete and accurate.
• Handle customers’ problems arising from various supported products. • Provide first line email; accepts inbound emails. • Ensure that all communication with customer is within the guidelines of the clients. • Properly escalates product issues that are irresolvable and not available on Knowledge Base. • Ensure that service levels are achieved as communicated by the Account Manager.