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Supervises IAM staff and oversees access provisioning, identity lifecycle management, access governance, RBAC adoption, audit readiness, risk mitigation, and service operations. Coordinates staffing, workload coverage, escalations, incident resolution, and cross-functional priorities with business stakeholders, application owners, IT teams, and global managers. Ensures compliant, timely, customer-focused access services while driving process improvements, automation, modernization, and operational performance.

Provides Tier 1–3 technical support for end users across software, hardware, conference room, warehouse, server, network, and enterprise systems. Resolves escalated issues, installs and upgrades PC components and software, manages technology assets, supports collaboration and virtual platforms, addresses service outages, and trains users. Works under supervision on routine technical problems and limited-scope projects.

Supports IAM audit and compliance activities by coordinating evidence collection, reviewing control documentation, tracking findings and remediation, conducting control testing and access reviews, and preparing audit-readiness metrics. Uses Excel, Microsoft Copilot, AI tools, and automation to analyze data, improve evidence quality, identify risks, and strengthen security control maturity.

Administer SKAN AI and ProHance platforms, develop Power BI dashboards and automated reporting, analyze operational and workforce data, and identify process improvement opportunities. The role supports process intelligence, productivity analysis, workflow automation, system integrations, business application development, and data-driven recommendations. Responsibilities also include stakeholder engagement, user training, documentation, governance, platform maintenance, and translating business requirements into scalable analytics and process optimization solutions.

Supports sales and account management operations by resolving customer issues, maintaining account records, coordinating cross-functional teams, managing escalations, facilitating customer communications, auditing account setups, and producing customer reports. The role also contributes to process improvements, automated reporting, contractual service-level monitoring, and inquiry research while ensuring accurate, timely customer and account support.

Leads quality and knowledge management governance, audits, performance analytics, root-cause investigations, continuous improvement, knowledge lifecycle management, and capability development. Partners with operations, training, process excellence, risk, and business leaders to improve quality, knowledge utilization, workforce readiness, and operational effectiveness. Oversees reporting, dashboards, stakeholder engagement, team development, and achievement of quality and knowledge management KPIs.

Supports a business-critical warehouse management system in a 24x7 environment. Responsibilities include application maintenance, upgrades, incident resolution, infrastructure and database administration, SQL performance optimization, monitoring, integrations, change and release management, vendor coordination, SOX compliance, disaster recovery testing, documentation, and continuous service improvement.

Provides 24x7 production and application support for a business-critical warehouse management system. Responsibilities include monitoring, incident resolution, troubleshooting, SQL and database support, application maintenance, upgrades, release testing, infrastructure coordination, documentation, SOX compliance, and disaster recovery testing. The role collaborates with infrastructure, networking, cybersecurity, SAP, middleware, database, and vendor teams to maintain application availability, security, and performance.

Designs, implements, and manages workforce IAM solutions across enterprise applications and hybrid directories. Leads identity integrations during mergers, acquisitions, and divestitures; consolidates identity providers; automates onboarding and offboarding; and develops API-driven workflows. Enforces SSO, MFA, PAM, RBAC, least-privilege, and conditional-access controls. Supports compliance audits, access reviews, troubleshooting, technical documentation, and cross-functional collaboration across security, IT, HR, and application teams.

Designs, implements, and manages workforce IAM and IGA solutions using SailPoint. Responsibilities include M&A identity migrations, application and HRMS integrations, automated provisioning, access certifications, RBAC, lifecycle management, directory services, platform upgrades, compliance, troubleshooting, and technical documentation. The role collaborates with security, IT, HR, and application teams while supporting enterprise-scale identity integrations and secure access controls.