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As part of the Global Managed Service – Identity and Access Management team, you'll play a vital role as an Entra Identity Operations Support Analyst. This position focuses on enhancing the operational effectiveness of our identity infrastructure through Microsoft Entra, ensuring secure and efficient access to critical organizational resources.

You will oversee the daily operations of Microsoft Entra identity services, prioritizing high availability, optimal performance, and robust security. Your responsibilities include managing incident response for IAM issues to minimize business disruption, troubleshooting and resolving Single Sign-On (SSO) and Multi-Factor Authentication (MFA) related problems efficiently, and monitoring the performance of these systems.

Provide essential technical guidance to users on SSO processes, meticulously document SSO configurations, and assist with routine operational tasks to maintain system health. You'll also support the timely resolution of IAM incidents and service requests, monitor identity systems for potential threats, and contribute to maintaining up-to-date operational documentation like runbooks and procedures.

Further duties involve participating in access reviews and audits, collaborating with IT and security teams to align IAM operations with security policies, and actively learning and applying IAM best practices for continuous improvement. You will also assist in implementing basic automation and scripting to boost operational efficiency and provide insights for operational reports and metrics. Additionally, you'll be expected to perform Root Cause Analysis and propose solutions to prevent recurring errors.

This role requires a basic understanding of identity and access management concepts and Microsoft Entra services, coupled with a strong drive to develop expertise in IAM operations and cloud security. Excellent problem-solving skills, meticulous attention to detail, and effective communication abilities are essential for collaborative teamwork.

While extensive experience in IAM operations with a focus on Microsoft Entra is preferred, a solid grasp of federation protocols such as SAML, OAuth, and OpenID, along with an understanding of IAM concepts, cloud security, and operational best practices, will be advantageous. The position demands a willingness to travel as needed, participate in on-call support, work occasional overtime, and adapt to shift work as required.