IAM Support Engineer

The role provides expert Level 2 / Level 3 operational support for IAM platforms, ensuring reliable authentication, authorisation, and access control in line with security, risk, resilience, and control standards. This position is operations-focused, with accountability for incident resolution, service request fulfilment, and ongoing service reliability.

The candidate will have responsibilities across the following functions:

IAM Service Support and 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 recurrence.

Platform Operations and 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 and 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 and Controls:

• Support enforcement and troubleshooting of MFA, Conditional Access policies, device compliance rules, and access controls.
• 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 and Documentation:

• 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 and 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.

Requirements:

• 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.
• Bachelor's degree in Information Technology, Computer Science, Cybersecurity, or a related field, or equivalent work experience.