Identity & Access Support Analyst – Active Directory, LDAP, ADFS

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee enterprise identity services, encompassing Active Directory, LDAP, and ADFS.

• Assess alerts and carry out fundamental identity administration tasks.

• Manage authorized password resets, account unlocks, and basic user/group requests.

• Diagnose login failures, account lockouts, access problems, and authentication issues.

• Verify domain controller availability, DNS resolution, and domain connectivity.

• Supervise LDAP directory availability and confirm application access issues.

• Monitor ADFS performance, authentication alerts, and SSO incidents.

• Gather error messages, timestamps, and diagnostic data.

• Record, categorize, prioritize, and track incidents and service requests in ServiceNow or similar ITSM tools.

• Conduct initial incident triage utilizing approved runbooks.

• Escalate critical, unresolved issues related to AD replication, Group Policy, federation, certificate, token issuance, and SSO to L2/L3 teams.

• Assist in major incident communications and collaborate with L2/L3 and application teams.

• Maintain incident documentation, operational checklists, and shift handover records.

• Adhere to ITIL Incident, Change, and Request Management processes and security protocols.

• Ensure seamless shift transitions across APAC, EMEA, and NLAM while providing uninterrupted 24x7 support.

⛳️ Requirements

• Fundamental understanding of Active Directory, users, groups, password policies, and account lockouts.

• Knowledge of authentication, authorization, DNS, and domain connectivity basics.

• Basic familiarity with LDAP and directory-based authentication systems.

• Awareness of ADFS, SSO, and common authentication challenges.

• Capability to perform basic troubleshooting and adhere to documented runbooks.

• Experience with ServiceNow or comparable ITSM tools and incident management workflows.

• Understanding of SLA requirements, escalation processes, and access security protocols.

• Strong communication, documentation, and shift handover abilities.

• Willingness to engage in rotational shifts within a 24x7 production support setting.

• Basic knowledge of PowerShell.

• Familiarity with Microsoft Entra ID (Azure AD), MFA, and hybrid identity concepts.

• Basic comprehension of SAML, Kerberos, SSL/TLS, and federation.

• Experience in identity monitoring, access provisioning, and security auditing.

• ITIL Foundation certification or equivalent knowledge.

🏝️ Benefits

• Engaging environment with robust customer and partner networks.

• A culture that promotes innovation, collaboration, and continuous learning.

• A diverse and inclusive workplace.

• Equal opportunity employer.