Job Description
Job Title: OpenKyber
Location: 100% Remote Position
Duration: 24 Month Contract
REQUIREMENT
- Leadership & Coordination Responsibilities
- Lead the L2 Support team across India and the US, ensuring 24x7 operational coverage and SLA adherence.
- Act as the primary point of contact between the customer, SDG delivery teams, and ID DataWeb engineering for escalations and service continuity.
- Coordinate with L3 engineering, implementation, and security/fraud operations teams to drive timely incident resolution and system improvements.
- Review and approve Root Cause Analyses (RCA), ensuring preventive and corrective actions are implemented.
- Mentor and guide junior engineers, ensuring consistent service quality and technical upskilling across regions.
- Conduct regular operational governance reviews, provide performance metrics, and identify optimization opportunities.
- Drive process standardization and automation initiatives to enhance service efficiency and reduce manual effort.
- Collaborate with business and technical stakeholders to prioritize platform enhancements and ensure seamless integration with enterprise systems.
- ID Proofing & IAM Operations
- Troubleshoot authentication, onboarding, and verification issues.
- Escalate unresolved issues to L3 Engineering, providing detailed incident documentation, logs, etc.
- Incident & Problem Management
- Manage incidents within defined Service Level Agreements (SLAs) .
- Participate in incident management and RCA (Root Cause Analysis) review calls.
- Document resolutions and short-term fixes, and propose long-term solutions where applicable.
- Track recurring incidents and coordinate automation opportunities to reduce ticket volume.
- Service Monitoring & Alert Handling
- Monitor the ID Proofing platform & integration for health, performance, and alerts.
- Perform service restarts, health checks, and performance tuning where applicable.
- Proactively identify anomalies or potential failures and report them before impact.
- Investigate suspicious or fraudulent activities flagged by the platform.
- Reporting & Continuous Improvement
- Generate operational and SLA reports.
- Track metrics by issue type, incident volume, and resolution time.
- Analyze tickets to identify trends, training needs, and automation use cases.
- Prepare and submit regular operational status reports.
- Maintain and update Knowledge Base articles and Standard Operating Procedures (SOPs).
Technical Competencies:
- 8 10 years of experience in Identity & Access Management (IAM/CIAM) operations with at least 2 years in a lead role, managing cross-regional support teams.
- Hands-on expertise in ID Proofing, MFA, and Risk-Based Authentication, preferably on ID DataWeb, or similar IAM platforms.
- Proficiency in incident and change management tools (e.g., ServiceNow).
- Familiarity with SAML, OAuth 2.0, OIDC, SCIM, and federation protocols.
- Working knowledge of API troubleshooting, logs analysis, and certificates management.
- Basic understanding of authentication workflows, risk policies, and fraud detection logic.
- Strong analytical and problem-solving skills with ability to perform root cause investigations.
- Excellent team leadership, communication, and stakeholder management skills with a focus on service quality, operational efficiency, and continuous improvement.
Qualification:
- Bachelor s Degree in Computer Science, Information Technology, or a related field.
- IAM certifications (e.g., Ping Identity Certified Professional, Okta Certified Administrator, ID DataWeb Training, or CompTIA Security+) are a plus.
For applications and inquiries, contact:
Job Tags
Temporary work, Fixed term contract,