Title:  IAG OPS Team Manager

IAG-OPS Team Manager

What this role is about?

The position exists to provide security expertise and to support the daily operations and effective performance of the business solution (application/support maintenance)  in accordance to internal operational processes. In this respect the candidate is responsible for managing the resolution of minor, routine and complex incidents & minor change/service requests and to deliver timely and quality solutions to the users. Involved in project build work and responsible managing customer and project management requirements during the project lifecycle. While ensuring business requirements are accurately met, at the same time ensuring that the security solution remains robust and risk adverse.

IAG-OPS Team Manager will develop strong relationships with IT colleagues, specifically GSD and developing new processes to streamline our delivery as Global IT to our JTI customers.

Management of all SAP user provisioning within JTI, and maintenance of the GRC application and coordination and/or provide quality operational service in the area of Active Directory, EntraID and M365 object management landscape as well as file servers resources access management. IAG-OPS Team Manager will work within and strive to exceed all internal SLAs and It KPIs when providing customer service to the business, seeking customer service level improvements at all times.

What will you do?

• Ensure service delivery in the area of providing or removing accesses to data, mail and application services, mobile device management, maintaining security group membership, network and FTP shares, Unified Messaging configuration, Intune provisioning, mail and mail archives in exchange online, EPV access administration, VDI access management, user accounts lifecycle management etc.
• Having the ownership of the security support requests coming from the Global Service Desk (GSD), managing security support for Development, Quality & Production systems through resolution of minor, routine and complex incidents & minor change/service request
• Ensure execution of add-on routine tasks, such as audits of Active Directory accounts and high-privileged group membership, monitoring and creation of scheduled PowerShell scripts or Ad Hoc reporting for data related to supported services (security groups, FTP accounts, etc.), Enterprise Password Vault safe management, etc.
• Lead selected projects / global initiatives / other assignments, such as providing support in changes with configuration of AD accounts and groups. Creation, maintenance and overall technical support related to shared folder structures management in JTI or the implementation of new security solutions
• Ensure quality support and that access privileges commensurate with job responsibility are allocated to users
• Ensure operations procedures to register all actions undertaken in IT Service Portal via corresponding change, service or incident tickets are followed
• Acquire and maintain firm level of knowledge in accordance to group standards as a result of trainings and service experience, knowledge-base usage. Actively seek for new knowledge, be aware of newly introduced policies and procedures. Apply in day-to-day operations, identify knowledge-gaps and make proposals for Knowledge base extension
• Contribute into the process of routine tasks automation by providing ideas on new workflows automation, update and correction of existing workflows, identification of repetitive service incidents to be moved to regular ITSR workflow with aim to increase the team's capacity

What are we looking for?

• University Degree or equivalent practical experience
• At least 5 year of working experience in an IT area, preferably in the areas of AD objects and access management, M365 management and/or working experience with SAP, security systems, in the areas of security application support and customer service in a global environment
• Management of resources and objects in services like Microsoft Azure and Microsoft 365 (Intune, Teams, M365 licensing, Azure logs)
• Practical experience with PowerShell scripting
• Configuration experience in various SAP modules
• Strong proficiency with SAP tools for maintaining the integrity of SAP landscapes, particularly SAP Security
• Ability to organize work for direct reports and monitor delivery/performance
• Providing guidance and support to team members
• Evaluate improvement opportunities and discuss with supervisors
• Taking ownership of projects from initiation through to delivery
• Excellent interpersonal and communication skills, with a customer service orientation
• Ability to work cross-functionally with IT teams (GSD, BTS, Development, Basis, GTC, etc.)
• In-depth knowledge of application/role testing, including test procedures and scenarios
• Fluency in English

What are the next steps – Recruitment Process:

Thank you very much for your interest in the role. You are welcome to apply. We will make sure every candidate will receive a reply within 2 weeks after the application deadline.