ID Dataweb SME/Lead // 100% Remote // 24+ Months

ID Dataweb SME/Lead

100% Remote

24+ Months

Job Description:

ID Dataweb Lead Job Description

The ID Dataweb Lead will play a key role in ensuring smooth operations, incident resolution, and service continuity for ID DataWeb platform. This role involves hands-on troubleshooting, platform monitoring, quality management, and collaboration with L3 engineering and business stakeholders to ensure a secure and seamless digital identity experience.

The ID Dataweb lead will act as the escalation and primary liaison point for customer, be the lead for operational support, and responsible for adherence to SLAs, change management procedures, and best practices defined by client and client.

Roles & Responsibilities:

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, client 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.