Job Description

Job Title: OpenKyber

Location: 100% Remote Position

Duration: 24 Month Contract

REQUIREMENT

1. Leadership & Coordination Responsibilities

• Lead the L2 Support team across India and the US, ensuring 24x7 operational coverage and SLA adherence.
• Act as the primary point of contact between the customer, SDG delivery teams, and ID DataWeb engineering for escalations and service continuity.
• Coordinate with L3 engineering, implementation, and security/fraud operations teams to drive timely incident resolution and system improvements.
• Review and approve Root Cause Analyses (RCA), ensuring preventive and corrective actions are implemented.
• Mentor and guide junior engineers, ensuring consistent service quality and technical upskilling across regions.
• Conduct regular operational governance reviews, provide performance metrics, and identify optimization opportunities.
• Drive process standardization and automation initiatives to enhance service efficiency and reduce manual effort.
• Collaborate with business and technical stakeholders to prioritize platform enhancements and ensure seamless integration with enterprise systems.

1. ID Proofing & IAM Operations

• Troubleshoot authentication, onboarding, and verification issues.
• Escalate unresolved issues to L3 Engineering, providing detailed incident documentation, logs, etc.

1. Incident & Problem Management

• Manage incidents within defined Service Level Agreements (SLAs) .
• Participate in incident management and RCA (Root Cause Analysis) review calls.
• Document resolutions and short-term fixes, and propose long-term solutions where applicable.
• Track recurring incidents and coordinate automation opportunities to reduce ticket volume.

1. Service Monitoring & Alert Handling

• Monitor the ID Proofing platform & integration for health, performance, and alerts.
• Perform service restarts, health checks, and performance tuning where applicable.
• Proactively identify anomalies or potential failures and report them before impact.
• Investigate suspicious or fraudulent activities flagged by the platform.

1. Reporting & Continuous Improvement

• Generate operational and SLA reports.
• Track metrics by issue type, incident volume, and resolution time.
• Analyze tickets to identify trends, training needs, and automation use cases.
• Prepare and submit regular operational status reports.
• Maintain and update Knowledge Base articles and Standard Operating Procedures (SOPs).

Technical Competencies:

• 8 10 years of experience in Identity & Access Management (IAM/CIAM) operations with at least 2 years in a lead role, managing cross-regional support teams.
• Hands-on expertise in ID Proofing, MFA, and Risk-Based Authentication, preferably on ID DataWeb, or similar IAM platforms.
• Proficiency in incident and change management tools (e.g., ServiceNow).
• Familiarity with SAML, OAuth 2.0, OIDC, SCIM, and federation protocols.
• Working knowledge of API troubleshooting, logs analysis, and certificates management.
• Basic understanding of authentication workflows, risk policies, and fraud detection logic.
• Strong analytical and problem-solving skills with ability to perform root cause investigations.
• Excellent team leadership, communication, and stakeholder management skills with a focus on service quality, operational efficiency, and continuous improvement.

Qualification:

• Bachelor s Degree in Computer Science, Information Technology, or a related field.
• IAM certifications (e.g., Ping Identity Certified Professional, Okta Certified Administrator, ID DataWeb Training, or CompTIA Security+) are a plus.

For applications and inquiries, contact:

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