Access Governance & Service Assurance Specialist (N)

Responsible for leading Identity and Access Management (IAM) operations, overseeing access governance, security compliance and service delivery across enterprise applications within a regulated IT environment.

The role focuses on ensuring secure and timely user access provisioning, maintaining operational service levels, strengthening access controls, supporting cybersecurity compliance and driving continuous service improvement.

Key Responsibilities

IAM Operations & Team Leadership

• Lead and oversee a team of ID Administrators supporting IAM operations across multiple enterprise applications.

• Manage daily ticket assignments, workload distribution, resource planning, escalations and SLA performance.

• Oversee Joiner-Mover-Leaver (JML) processes, including user provisioning, access modification, de-provisioning and periodic access revalidation.

• Coordinate user access readiness for onboarding, transfers, role changes and operational deployments.

• Ensure timely resolution of access-related incidents, service requests and priority escalations.

Identity Governance & Access Compliance

• Implement and maintain Role-Based Access Control (RBAC) and least-privilege access principles.

• Conduct periodic access reviews, entitlement validation and compliance assessments.

• Investigate inappropriate access, provisioning discrepancies, missing approvals and other access-control exceptions.

• Coordinate remediation of identified security gaps with application owners and technical support teams.

• Support privileged access governance and administration using Active Directory and Privileged Access Management (PAM) technologies.

• Maintain accurate access records, approval evidence and compliance documentation.

Cybersecurity Operations & Risk Management

• Support endpoint security monitoring, alert triage and investigation of potential security threats.

• Review malware alerts, endpoint firewall events, device-control exceptions and security compliance reports.

• Coordinate security incident investigation, root cause analysis and remediation with relevant technical teams.

• Support endpoint security controls, including application whitelisting, device restrictions and firewall policy administration.

• Monitor security compliance indicators and follow up on identified exceptions.

Audit, Compliance & Governance

• Support internal and external IT security audits through preparation and validation of audit evidence.

• Review access-control procedures and operational records for compliance with established security requirements.

• Investigate audit findings, coordinate corrective actions and monitor remediation progress.

• Participate in audit review meetings and provide updates on compliance status and outstanding action items.

• Support IT governance practices aligned with organisational security policies and applicable regulatory requirements.

Service Delivery & Stakeholder Management

• Act as an operational point of contact for IAM service delivery, client escalations and cross-functional coordination.

• Conduct regular operational review meetings with clients and internal stakeholders.

• Monitor SLA performance, ticket ageing, operational backlogs and service-quality indicators.

• Coordinate with application teams, infrastructure teams and service owners to resolve complex access-related issues.

• Prepare service performance reports, operational updates and management presentations.

Process Improvement, Reporting & Automation

• Identify opportunities to improve IAM workflows, access governance and service delivery efficiency.

• Develop and maintain operational dashboards, compliance reports and performance tracking mechanisms.

• Utilise PowerShell, Excel Power Query and Office Scripts to automate repetitive reporting and evidence consolidation activities.

• Analyse incident trends, recurring access issues and service performance data to recommend improvements.

• Maintain operational documentation, standard operating procedures and knowledge-transfer materials.

Requirements

• Bachelor's Degree or Diploma in Information Technology, Cybersecurity, Information Systems, Business or a related discipline.

• Minimum 4 years of relevant experience in IAM operations, IT security administration, access governance or IT service delivery.

• Experience leading or coordinating IAM operational teams in a large-scale enterprise environment.

• Strong understanding of user access lifecycle management, RBAC, least-privilege principles and access compliance.

• Hands-on experience with Microsoft Active Directory and Privileged Access Management technologies.

• Experience with IT Service Management platforms such as ServiceNow or IBM Control Desk.

• Knowledge of endpoint security monitoring, security incident investigation and compliance reporting.

• Experience supporting internal or external audits, including evidence preparation and remediation tracking.

• Ability to manage operational escalations, monitor SLA performance and coordinate multiple stakeholders.

• Proficiency in Microsoft Excel, Power Query, PowerShell or similar reporting and automation tools.

• Strong analytical, problem-solving, documentation and communication skills.

• Ability to work independently and lead teams in a structured, service-oriented environment.

Preferred Qualifications

• ISC2 Certified in Cybersecurity (CC), ITIL Foundation or equivalent professional certifications.

• Experience supporting IAM operations in public healthcare or other regulated enterprise environments.

• Familiarity with security frameworks such as NIST 800-53 and data protection requirements.

• Exposure to cybersecurity tools such as Symantec Endpoint Protection Manager, CrowdStrike Falcon EDR or equivalent endpoint security platforms.

• Experience in operational reporting, audit coordination and service improvement initiatives.