Lead Support Analyst (IAM)

The application subject matter specialist IAM Support Analyst is responsible for the operational stability, security, and resilience of Zurich's identity and access management (IAM) services. The role provides expert-level 2/level 3 operational support for IAM platforms, ensuring reliable authentication, authorization, and access control in line with Zurich's security, risk, resilience, and control standards.

Working closely with global IT teams, application owners, infrastructure, cybersecurity, and vendors, this role supports business continuity, access governance, and identity lifecycle processes across Zurich's IAM landscape. This position is operations-focused, with accountability for incident resolution, service request fulfillment, and ongoing service reliability.

The core responsibilities for the job include the following:

IAM Service Support and Operations:

• Provide Level 2 / Level 3 operational support for IAM services, including Okta, Okta Access Gateway, Microsoft Entra ID Conditional Access, MFA, and Single Sign-On (SSO).
• Troubleshoot and resolve authentication, access, provisioning, and policy-related incidents and service requests within agreed service levels.
• Perform root cause analysis for recurring incidents and contribute to problem management activities to prevent recurrence.

Platform Operations and Maintenance:

• Support IAM platform operational activities, including server upgrades, platform patching, maintenance windows, and version upgrades in collaboration with infrastructure and vendor teams.
• Participate in Disaster Recovery (DR) planning, testing, and execution to ensure IAM service resilience and recoverability.
• Support availability, performance, and capacity monitoring of IAM services and integrations.
• Proactively identify operational risks and support remediation activities to improve platform stability.

Application and Integration Support:

• Support onboarding, maintenance, and troubleshooting of applications integrated with IAM platforms (SAML, OAuth, OpenID Connect, SCIM).
• Partner with application teams to assess IAM impacts during application changes, migrations, and deployments.
• Validate IAM configurations during production changes, cutover activities, and operational handovers.

Security, Risk, and Controls:

• Support enforcement and troubleshooting of MFA, Conditional Access policies, device compliance rules, and access controls.
• Ensure IAM operations comply with Zurich security policies, audit standards, and internal control frameworks.
• Produce and maintain operational, security, and access reports to support audits, risk assessments, and regulatory requirements.
• Support access reviews, recertifications, and evidence collection activities as required.

Change, Monitoring, and Documentation:

• Support IAM-related changes in line with Zurich change, release, and service management processes.
• Ensure monitoring, alerting, and dashboards for IAM services are maintained and reviewed regularly.
• Maintain accurate operational documentation, runbooks, support procedures, and disaster recovery documentation.
• Participate in post-incident, post-change, and resilience reviews to support continuous improvement.

Collaboration and Stakeholder Management:

• Act as a trusted operational contact for IAM-related support queries from business and IT stakeholders.
• Collaborate with IAM engineering, infrastructure teams, cybersecurity, and vendor partners to resolve complex operational issues.
• Provide operational insights and recommendations to improve service quality, resilience, and user experience.

Requirements:

• 6+ years of proven experience supporting identity and access management platforms in an enterprise environment.
• Hands-on experience with Okta, Okta Access Gateway, Azure Conditional Access, multi-factor authentication, and federation technologies.
• Good understanding of authentication protocols such as SAML 2.0 OAuth 2.0 OpenID Connect, and SCIM.
• Experience with platform operations, monitoring, incident analysis, and audit reporting.
• Experience with ServiceNow or other ITSM tools.

Soft Skills:

• Strong analytical and problem-solving skills with attention to detail.
• Ability to operate effectively in a global, regulated, and risk-focused environment and manage multiple priorities effectively in a fast-paced environment.
• Ability to work independently and collaborate with cross-functional teams.
• Clear written and verbal communication skills.
• Strong sense of ownership, accountability, and service orientation.
• Bachelor's degree in information technology, computer science, cybersecurity, or a related field, or equivalent work experience.

Skills

IAM, MFA, OAuth, Okta, Okta Access Gateway, OpenID Connect, SAML, SCIM, identity access management