Bangalore - remote -Australia shift
Roles and Responsibilities
• Take a proactive approach to ensure that all customer requests and incidents are responded to and resolved within defined SLA’s.
• Serve as an escalation point for customer concerns if/when they arise including managing high priority incidents.
• Participate in the after-hours on-call roster (average of one week per month).
• Identify appropriate resolution to achieve client satisfaction in a timely manner and
maintaining high CSATs.
• Enforce standard methodologies, processes, and tools.
• Make decisions, such as prioritise relationships to develop, negotiate with customers and overcome obstacles.
• Drive operational improvements and efficiencies through the implementation of rigorous process and controls, acts as a gatekeeper for quality.
• Strong communication skills.
• A technical background in Networking and a good understanding of DevOps practices, Cloud and On-premise technologies.
• 1+ Years' experience developing, managing, implementing DevOps practices, and preferably
working on IAM tools such as CyberArk, PING and Hashicorp Vault.
• 5+ Years' Experience working, managing and adhering to defined SLA's in a Managed
Services Environment.
• 5 + Years' Experience Working in and preferably managing Technical Teams preferably in IAM area (from Level 1 to Level 3 Engineers).
• Experience with proactive account management.
• Good all-round knowledge across Cloud, Systems and/or Networking technologies.
• Experience in IDAM technologies like CyberArk or Secrets Management solutions like
Hashicorp Vault is preferred.
• Good all-round IT Infrastructure support experience.
• Good business acumen and ability to negotiate with business stakeholders for desirable outcome.
• Strong customer orientation and able to manage customer expectations.
• Flexibility to adjust to multiple demands, shifting priorities, ambiguity, and rapid change.
share your profiles at info@cyberidentitysolutions.com , contact on 6302253452
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