Technical Operations Manager

January 16

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IDMWORKS

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IDMWORKS is a leading provider of Identity and Access Management (IAM) solutions, offering a range of services designed to help organizations manage complex identity environments. Their comprehensive suite includes IAM compliance strategy and analysis, solution evaluation and implementation, and ongoing management support. IDMWORKS specializes in both enterprise and customer IAM services, ensuring security, compliance, and efficiency in digital transformations. The company is renowned for its vendor-neutral approach and expertise across various industries, providing custom solutions tailored to each client's needs, including Privileged Access Management and Customer Identity Access Management.

User Lifecycle Management • Enterprise / Desktop Single SignOn • Web Access Management & Federation • Role Lifecycle Management (RBAC) • Identity Management Consulting

51 - 200 employees

Founded 2004

📋 Compliance

🔐 Security

🏢 Enterprise

💰 Private Equity Round on 2016-02

📋 Description

• IDMWORKS is an award-winning identity and access management (IAM) solutions firm that has been serving a wide range of sectors since its inception in 2004. • As a firm that’s purely focused on IAM, IDMWORKS offers a comprehensive range of services designed to enable enterprises to effectively manage, secure and scale employee and customer access to systems, data, and software applications. • This specialized service empowers organizations across key industries, including banking and finance, commercial and retail, healthcare, higher education, and government, to ensure secure and efficient access management. • IDMWORKS has been a pioneer in remote-work for more than 20 years. • Ready to become an integral member of a tight-knit team of IAM pros with a relentless commitment to delivering amazing customer experiences?

🎯 Requirements

• Respond to escalated client support calls for managed services, as needed • Provide real-time resolution on a wide range of technical and non-technical customer issues (with SLA). • Gather requirements from customers for enhancement requests. • Manage team to perform day-to-day operations and mentor them to enhance their skills • Effectively communicate and manage customer engagement • Actively drive priority-1 and priority-2 incidents towards resolution and monitor problem management • Handle level-1 and level-2 escalations from customers • Prepare periodic status reports and drive periodic calls with customer • Drive towards a high CSAT rating • Assess knowledge of existing implementation and guide the team in building a knowledge repository • Participate in pre-sales activities and assist the sales team • Ensure learning and skill enhancements for each team member by guiding and mentoring • Periodically perform audits to ensure policies and procedures are followed. • Share best practices with the team and encourage adherence to processes • Communicate status including timely reporting and escalation of issues and risks • Possess excellent interpersonal, written, and oral communication skills • Ability to work in a team setting and multi-tasking environment • Author technical documentation • Perform other duties as assigned