About the position
Key Responsibilities
1. Implementation & Deployment Support
- Assist with the phased deployment of MFA solutions across multiple digital applications and platforms.
- Facilitate user registration, onboarding and enrolment onto designated authentication platforms.
- Monitor adoption levels and identify potential barriers affecting successful implementation.
- Provide dedicated post-implementation and hypercare support during deployment cycles.
- Coordinate user communications and operational support activities throughout the rollout.
- Compile monthly progress dashboards highlighting implementation status, adoption and support feedback.
- Facilitate operational handover activities to designated support teams.
- Develop and document an interim support framework for the initial three-month post-implementation period.
- Act as the subject matter resource for digital onboarding and user support processes.
2. Technical & User Support
- Deliver Level 1 and Level 2 assistance for authentication-related incidents and service requests.
- Troubleshoot issues involving MFA registration, user authentication, device enrolment, SMS notifications, OTPs and access functionality.
- Refer complex or unresolved technical matters to the relevant Identity and Access Management (IAM) specialists.
- Manage incidents and service requests from logging through to resolution, ensuring adherence to agreed service levels.
- Maintain comprehensive records of reported issues, troubleshooting activities and resolutions.
3. Service & Operational Management
- Monitor the performance of MFA services and associated user support channels.
- Identify recurring technical issues and propose corrective or preventative actions.
- Assist in developing and maintaining operational procedures and support guidelines.
- Support the transition of implementation activities into ongoing operational support.
- Contribute towards establishing an effective and sustainable MFA service support framework.
4. Stakeholder Coordination
- Work closely with internal business users, brokers, external suppliers, business partners and support functions.
- Communicate recurring support challenges, user feedback and adoption concerns to relevant stakeholders.
- Collaborate with infrastructure, application, cybersecurity and vendor teams to facilitate issue resolution.
- Assist with user awareness initiatives and communications relating to authentication changes and digital access.
5. Performance Reporting & Governance
- Prepare and distribute weekly and monthly operational support reports.
- Track support volumes, incident trends, resolution rates and user onboarding progress.
- Identify operational risks, outstanding issues and resource constraints, escalating these to programme stakeholders where necessary.
- Attend relevant implementation, service management and governance meetings.
6. Documentation & User Enablement
- Create and maintain user manuals, troubleshooting guides, FAQs and knowledge base articles.
- Assist with user education and training to improve adoption and encourage self-service.
- Regularly review and improve support documentation, processes and knowledge resources.
Minimum Qualifications
- Diploma or Degree in Information Technology, Computer Science, Information Systems or a related discipline.
- ITIL Foundation certification would be advantageous.
- Additional qualifications or certifications in Identity and Access Management would be beneficial.
- Cybersecurity and Digital Technology certifications would be advantageous.
Required Experience
- 3-5 years' experience in IT support, application support, service management or incident management.
- Previous exposure to digital technology environments, preferably within the insurance industry.
- Experience providing support for Identity and Access Management (IAM) solutions.
- Practical exposure to authentication technologies, including MFA platforms and security solutions.
- Demonstrable experience managing IT incidents and service requests.
- Experience participating in enterprise technology implementation or deployment projects.
- Exposure to user onboarding, implementation hypercare and post-go-live support.
Technical Skills
- Understanding of digital technologies and cybersecurity principles.
- Knowledge of Identity and Access Management (IAM) frameworks and concepts.
- Familiarity with Active Directory, Azure Active Directory (Azure AD) or comparable identity management platforms.
- Exposure to authentication and security technologies within Google, WhatsApp, SMS, AWS and Microsoft environments.
- Experience using service management and collaboration platforms such as Jira, BMC, ServiceNow and Confluence, or similar tools.
- Ability to troubleshoot basic authentication, user access and access control issues.
- General understanding of information security practices and cybersecurity principles.
Key Competencies
- Strong service delivery and customer support orientation.
- Excellent analytical thinking and troubleshooting capabilities.
- Clear verbal and written communication skills.
- Effective stakeholder engagement and relationship management.
- Ability to perform effectively in a high-pressure, fast-moving environment.
- Strong organisational and planning abilities.
- High attention to detail and accuracy.
- Ability to manage competing priorities and multiple support requests.
- Collaborative approach with the ability to work across technical and business teams.
Desired Skills:
- MFA
- Stakeholder Management
- Performance Reporting
- Governance
