Role Overview

We are seeking a IT Operations Engineer (L2) to manage and support physical access control and identity management operations with greater ownership and independence. This role involves end-to-end execution of smart card lifecycle management, SAP and application access provisioning, batch job monitoring, and ensuring compliance with governance standards.

The engineer will also handle issue resolution, process optimization, and act as an escalation point for L1 support while maintaining high levels of accuracy and audit readiness.

Key Responsibilities

Smart Card & Physical Access Management

Manage the end-to-end smart card lifecycle including issuance, replacement, suspension, and deactivation.
Administer user access provisioning, modification, and revocation for smart cards.
Configure and manage door access profiles, zones, and policies in line with compliance requirements.
Perform advanced quality checks and troubleshooting for card-related issues.

User & Access Management

Administer SAP user accounts including creation, modification, role assignments, and deactivation.
Manage application access provisioning and lifecycle management across enterprise systems.
Ensure adherence to role-based access control (RBAC) and governance policies.
Handle complex access requests and escalations from L1 teams.

Operations & Monitoring

Schedule, monitor, and troubleshoot batch jobs for door access databases.
Perform root cause analysis (RCA) for job failures and access-related issues.
Ensure operational SLAs are met and proactively resolve system issues.
Conduct regular system health checks and performance monitoring.

Governance & Compliance

Conduct periodic access reviews and audits identify and remediate exceptions.
Ensure compliance with segregation of duties (SoD) and internal security controls.
Maintain detailed audit logs, reports, and compliance documentation.

ITSM & Incident Management

Manage incidents and service requests through ITSM tools within defined SLAs.
Provide L2 support and troubleshooting for smart card, access, and account issues.
Collaborate with L3 teams for complex problem resolution.

Documentation & Process Improvement

Maintain and enhance SOPs, runbooks, and operational documentation.
Identify and implement process improvements and automation opportunities.
Support knowledge sharing and training for L1 engineers.

Required Skills & Competencies

2-5 years of experience in IT operations, access management, or identity management
Hands-on experience in SAP user administration or similar systems
Strong understanding of access control, RBAC, and governance frameworks
Experience with ITSM tools (incident & service request management)
Knowledge of batch job scheduling and monitoring
Strong troubleshooting, analytical, and problem-solving skills
Good understanding of audit and compliance requirements

Preferred Skills

Experience with physical access control systems / smart card platforms
Familiarity with IAM concepts and identity lifecycle management
Basic knowledge of databases or scripting (SQL, Shell)
Exposure to process automation tools