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IDAM Support Analyst L2

IDAM Support Analyst L2

ConfidentialHyderabad / Secunderabad, Telangana
30+ days ago
Job description

POSITION RESPONSIBILITIES

  • Monitor relevant queues in Zoetis' IT Service Management (ITSM) system to ensure timely identification and resolution of incidents.
  • Respond to incidents within defined Service Level Agreements (SLAs), documenting all interactions and resolutions accurately.
  • Assist users with requests and troubleshooting by following well-documented Knowledge Base Articles (KBAs) and operating procedures.
  • Participate in rotation for 16x5 operations for Identity, Directory, and Access Management (IDAM) services, ensuring uninterrupted service and providing off-hours escalation support for high-priority incidents (P1, P2).
  • Troubleshoot authentication failures, collaborating with application teams to resolve availability issues and maintain system reliability while addressing critical challenges.
  • Monitor IDAM services as prescribed by technical leads, investigating failures, discrepancies, and errors to ensure operational continuity.
  • Collaborate closely with Service Desk, Site Services, and Security Operations teams to execute IAM support processes and optimize workflows.
  • Communicate with Zoetis Tech & Digital (ZTD) teams and / or end users regarding high-priority (P1, P2) service level incidents, utilizing Service Desk Corporate Outage Report (COR) procedures to publish notifications effectively.
  • Align with one or more technical specialists to learn specific IDAM areas, leveraging mentorship and collaboration to expand expertise and create pathways for career growth and development.

ORGANIZATIONAL RELATIONSHIPS

  • Reports directly to ZICC IDAM IGA & PAM Technology Lead, with dotted line to US-based Head of IDAM and IDAM Operations Lead
  • Be part of the global Technology Risk Management organization, which reports to the Chief Information Security Officer (CISO).
  • Collaborate regularly with ZTD application, business partner, and infrastructure teams
  • Interact with external vendors or partners providing software, services, or APIs that require integration with IDAM systems, including establishing requirements, negotiating contracts, and facilitating technical integration.
  • Collaborate with implementation partners responsible for deploying, configuring, or maintaining integrated solutions within Zoetis' IT landscape.

    • RESOURCES MANAGED

  • Financial Accountability
  • This role does not have responsibility for any operational budget.
  • Supervision
  • Approximately 10 ZICC colleague members of the IDAM team.

    • EDUCATION AND EXPERIENCE

  • University Degree in Computer Science or Information Systems is required
  • MS or advanced security / identity courses or other applicable certifications is desirable, including
  • Certified Information Systems Security Professional (CISSP)

    • Experience :

  • Minimum 3+ years of experience in Information Systems, especially IDAM or Security Related
  • Experience in the pharmaceutical or other regulated industry, especially Animal Health desired
  • Experience working with global teams across multiple time zones.
  • Demonstrated ability to work within diverse technical teams.

    • TECHNICAL SKILLS REQUIREMENTS

    This is a combination functional / technical role. The ideal candidate will demonstrate proficiency in these areas, while further developing their technical skills :

  • ITSM Tools :
  • Experience working with ITSM tools such as ServiceNow.
  • Identity & Access Management Expertise :
  • Experience supporting one or more of the following technology areas :
  • Identity Governance & Administration (IGA) : Familiarity with SailPoint IdentityIQ (IIQ) for Identity Lifecycle, Access Request & Recertification, and User Provisioning / Deprovisioning.
  • Enterprise & Cloud Directories : Knowledge of Microsoft Active Directory and EntraID.
  • Multi-Factor Authentication (MFA) : Expertise with SafeNet MobilePass or similar platforms.
  • Privileged Access Management (PAM) : Experience with tools such as Delinea Secret Server, Netwrix SecureOne, CyberArk, or similar.
  • Customer Identity & Access Management (CIAM) : Familiarity with tools such as SAP Customer Data Cloud (CDC / Gigya) or similar.
  • End-User and Technology Team Support :
  • Experience providing Level 2 (L2) support for identity and authentication issues for end users and technology teams.
  • Familiarity with incident response and root cause analysis for authentication service outages, identity synchronization issues, and cybersecurity events.
  • Experience collaborating with Service Desk, Site Services, and Security Operations teams
  • Desirable Skills :
  • Proficiency with Microsoft Power Apps, including building or customizing forms and applications to enhance identity-related workflows or integrations.
  • Experience with data analytics and automation tools, such as Alteryx, for streamlining workflows and troubleshooting data-related issues.
  • Familiarity with data warehousing concepts and the ability to collaborate effectively with teams managing data warehouses to support identity-related processes.
  • Must be fluent in both written and spoken English, with the ability to communicate effectively across technical and non-technical audiences.

    • PHYSICAL POSITION REQUIREMENTS

  • Availability to work between 1pm IST to 10pm IST hours (minimum 3 hours of daily overlap with US ET Time zone)

    • Skills Required

    It Service Management, Servicenow, Idam

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    L2 Support • Hyderabad / Secunderabad, Telangana