The IT Escalation & IAM Operations Specialist serves as a senior escalation point within the IT support organization and is responsible for resolving complex technical issues and executing identity and access management (IAM) processes. The position partners closely with Service Desk, Infrastructure, and Security teams to ensure timely resolution of issues and adherence to established access control policies.
Escalation Management & Advanced Support
- Serve as a primary escalation point (Tier 2.5 / Tier 3) for complex, high-priority, or sensitive IT incidents.
- Troubleshoot and resolve advanced issues across endpoints, applications, identity systems, and enterprise platforms.
- Act as a bridge between Service Desk and engineering teams, ensuring accurate triage and efficient issue resolution.
- Perform root cause analysis on recurring issues and partner with infrastructure or application teams on long-term fixes.
- Provide guidance and knowledge transfer to Service Desk staff to reduce future escalations.
Identity & Access Management (IAM) Operations
- Execute identity lifecycle processes, including user provisioning, deprovisioning, and access changes.
- Manage user accounts, roles, and group memberships across enterprise systems (e.g., Active Directory, cloud identity platforms, business applications).
- Troubleshoot and resolve access-related issues, including authentication, permissions, and synchronization failures.
- Support joiner/mover/leaver processes to ensure timely and accurate access updates.
- Assist with access reviews and certifications by validating and remediating user access as directed.
Security & Compliance Support
- Execute access management activities in accordance with least privilege and security policies.
- Maintain accurate documentation of access changes and identity-related activities.
- Support audit and compliance efforts by providing evidence of access controls and remediation actions.
- Escalate potential security risks, unauthorized access, or policy violations to Security teams.
Process Improvement & Service Optimization
- Identify opportunities to improve escalation workflows, access processes, and service delivery efficiency.
- Contribute to the creation and maintenance of knowledge base articles and standard operating procedures.
- Recommend automation opportunities for access provisioning and ticket resolution.
- Support continuous improvement of service desk operations and identity management processes.
Cross-Team Collaboration
- Partner with the Service Desk to improve first-call resolution and reduce escalation volume.
- Work with Infrastructure and Platform teams to resolve recurring technical and identity-related issues.
- Coordinate with Security and IAM governance teams to ensure alignment with access policies and audit requirements.
May perform other duties as assigned.