Identity & Access Governance Operations (IAG OPS) Manager

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Department: Global D&IT

Duty Post: Taguig City

Hiring Manager: IAG-OPS TEAM MANAGER

Role: Permanent

IAG OPS Manager

• 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. He/She 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.
• He/She 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, Azure Active Directory and O365 object management landscape as well as file servers resources access management. The incumbent will work within and strive to exceed all internal SLAs and It KPI when providing customer service to he business, seeking customer service level improvements at all times.
• The incumbent will have a key role in managing cyber attack risks and be involved in reducing the SAP and/or AD object management landscape vulnerabilities. He/She will manage the strict compliance to all J-SOX controls, JTI Security Policies and Procedures and meets all Internal & External audit requirements.

As the IAG Ops Manager in the area of Global IT Department, you will: 

Operational Management - MS

• Provide access and user management service to globally located end-users:
• Handle advanced IT service request tasks assigned to the group, such as 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.
• Obtain the vital information from customers if necessary, to be able to deliver high quality support.
• Register all actions undertaken in IT Service Portal via corresponding change, service or incident tickets.
• Handle as many of the received IT service requests and incidents as possible within the limitations of his/her access rights, time constraints and scope of knowledge.
• Process incidents and IT Service Requests which resolution lies beyond Analyst’s skills and capabilities according to the appropriate escalation path established by operating instructions.
• Process change requests raised on IAG-OPS team in accordance to setup requirements or propose different technical solutions if those are more beneficial
• Perform 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.
• Participate in the 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. Support of JTI markets in developing/applying required solution based on specific market needs (e.g. custom automated DL updating scheduled scripts) etc.
• Actively seek and share any possible operational improvements that could be beneficial for the team
• Design and document new technical processes based on business requirements
• Identify and share any system clean-ups ideas to evaluate and (if applicable) implement them.
• Proactively fix any deviations found in any of the supported systems to keep alignment with JTI policies and procedures 
• Complete IAG-OPS team's internal audits based on the audit schedule
• Perform other tasks given by the line manager

• Manage marketing investment budget/operating expenses and allowances for all functions to ensure spending is within budget and under control:

Knowledge Management

• 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.
• Share new information with the team members aiming for effective communication within the group.
• Contribute to the group Service Improvement process by making suggestions into Knowledge Base and Procedures
• Document of new processes (manuals, procedures, audits etc.)
• Apply updates to internal documents used by the team and KB articles in ITSP after team lead's confirmation

Operational improvements and automation

• Contribute into the process of routine task automation by providing ideas on new workflow 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.
• Make semi-automation proposals (internal tool creation) based on proper effort vs benefit evaluation.
• Identify possible improvements to the daily routine operations and share them with the team to evaluate and implement the most beneficial solutions.
• Closely work with other technical teams to demonstrate the usage of existing and any upcoming tools and systems that could be used to improve the overall operational and non-operation actives of the team (conditional based automated actions, operational process changes improving efficiency, process changes that increase the security etc.)

Customer Service

• Will be responsible for maintaining high levels of customer service, through clear and courteous communication, delivery inline with agreed SLA's.
• Continuous improvement approach to operation processes and maintaining continuous performance against agreed KPI
• Develop service level agreements with our business partners and embed within the operational team.

Requirements: 

• University Degree or equivalent experience

• At least 3 year of working experience in an IT area, preferably in the areas of AD objects and access management, O365 management and/or working experience with SAP, security systems, in the areas of security application support and customer service in a global environment. 

• Upper-intermediate English, other languages also desirable 

• Microsoft AD, AAD, Synchronisation services and AD/AAD objects management
  Experience and working knowledge on objects/resources management in services such as MS Azure and Office 365 (intune, teams, o365 licensing, Azure logs), File Servers resources and access management, Practical usage of PowerShell and/or SAP Training / Security Training

• Detailed knowledge of application/role testing, test procedures and test scenarios 

• Good Knowledge of Compliance regulations such as J-SOX

Are you ready to join us? Build your success story at JTI. Apply now!

Next Steps:

After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with Talent Advisor > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. If you need any specific support, alternative formats, or have other access requirements, please let us know.