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Information Security Operations Analyst is responsible for delivering and continuously improving Identity & Access Management (IAM) access services by driving operational optimization, standardization, and automation. It leads continuous improvement initiatives to reduce cycle time, rework, and escalations while enhancing user experience and ensuring strong control adherence. The role partners closely with application teams, engineering, governance, and service management to ensure IAM access services are reliable, scalable, and fully auditable.
Job Responsibility
Support end-to-end access request fulfillment optimization while ensuring consistent execution against SOPs and controls
Identify service friction points using ticket trends and stakeholder feedback
deliver incremental improvements
Execute process enhancements such as SOP updates, workflow adjustments, and knowledge article maintenance
Perform structured triage and contribute to root cause analysis (RCA) with guidance for complex cases
Maintain operational quality controls to ensure accuracy, compliance, and audit readiness
Develop and deliver regular service reporting and escalate risks early
Execute UAT and validation activities for changes impacting access workflows
Collaborate with Resolution teams and Engineering to document and track defects
Serve as an SME for day-to-day access operations and tooling features
Provide informal guidance to new team members as needed
Requirements
2-5 years of experience in information security roles
Experience in IAM operations, access provisioning, or service management
Exposure to ITSM practices and queue-based operations
Working knowledge of IAM lifecycle concepts
Full professional proficiency in English, both written and spoken