Senior Lead Analyst – Product Support – Service desk/ITIL V3

Senior Lead Analyst – Product Support – Service desk/ITIL V3

Requirements

• Experience of working in 24×7 support teams (including night shifts).
• Knowledge of IT environments, hardware and technology (servers, networks, virtualization and cloud).
• Strong understanding of access management principles and best practices.
• Proficiency with access management tools and technologies.
• Excellent oral and written communications skills.
• Experience of working with multiple Ticketing Tools.
• Excellent problem-solving and analytical skills.
• Attention to detail and a high level of accuracy.
• Ability to work independently and as part of a team.
• Bachelor’s degree in science/computers/engineering or the equivalent in education with relevant experience.

Responsibilities

• Process requests for new user accounts, modifications, and deactivations in a timely and accurate manner.
• Monitoring and logging access activities to identify any unauthorized access attempts.
• Conduct regular access reviews to ensure that users have the appropriate level of access based on their roles and responsibilities.
• Ensure compliance with internal policies, procedures, and regulatory requirements related to user access management.
• Maintain comprehensive documentation of access management processes, procedures, and changes.
• Provide training and support to end-users and other stakeholders on access management policies and procedures.
• Recommending and implementing improvements to access management processes and systems.
• Investigate and resolve access-related incidents and issues, escalating to the appropriate teams as necessary.

Preferred Qualifications

• Good analysis and problem-solving capability
• Working knowledge of diagnostic utilities
• ITIL v3 Foundation or higher (Desirable) / familiarity with the fundamental principles of ITIL