We’re AtkinsRéalis, a world class Engineering Services and Nuclear organization. We connect people, data and technology to transform the world's infrastructure and energy systems. Together, with our industry partners and clients, and our global team of consultants, designers, engineers and project managers, we can change the world. Created by the integration of long-standing organizations dating back to 1911, we are a world-leading professional services company dedicated to engineering a better future for our planet and its people. We deploy global capabilities locally to our clients and deliver unique end-to-end services across the whole life cycle of an asset including consulting, advisory & environmental services, intelligent networks & cybersecurity, design & engineering, procurement, project & construction management, operations & maintenance, decommissioning and capital. The breadth and depth of our capabilities are delivered to clients in key strategic sectors.
News and information are available at www.atkinsrealis.com or follow us on LinkedIn.
Our teams take great pride in delivering some of the world’s most prestigious projects. This success is driven by our talented people, whose diverse perspectives, expertise, and knowledge set us apart. Join us and you'll be part of our genuinely collaborative environment, where everyone is supported to make the most of their talents and expertise.
When it comes to work-life balance, AtkinsRéalis is a great place to be. So, let's discuss how our flexible and remote working policies can support your priorities. We're passionate about are work while valuing each other equally. So, ask us about some of our recent pledges for Women's Equality and being a 'Disability Confident' and 'Inclusive Employer’.
Job Summary:
Title: User Provisioning Specialist
Band: P2
Would lead a team of User Provisioning leads and Analysts to deliver first line of IT support services via calls, tickets, chat and emails to our end users.
Qualification: Graduate Degree in any Technical stream (BE - Computer Science / Electrical, BCA, BSc (Comp Sc).
Experience: 7 years of experience in Identity & Access Management / User Provisioning, Incident Management tools, ITIL processes, IT Service management and People Management.
Location: Bangalore, GTC, India.
Key Responsibilities:
General:
The User Provisioning team is the first point of contact for AtkinsRéalis users reporting requests and Incidents related to Access to various IT systems and applications.
User Provisioning Specialist has the responsibilities above that of the User Provisioning Analysts and is responsible for managing the daily operations, service delivery and performance of the team.
Operations:
- Responsible for the service delivery of User Provisioning team in compliance with the organization objectives and key performance indicators like SLA, First time resolution, CSAT, Regular updates to end users and escalation management etc.
- Drive a performance and as importantly people-oriented culture in the team.
- People Management.
- Objectives setting and performance management reviews of team members (including 1-2-1s and team meetings).
- To be able to coordinate responses to high priority incidents, escalations and support of the major incident process.
- Adaptable to organization changes and develop a culture of transparency within the team.
- Queue Management.
- Aged Tickets Follow up.
- Chases & Escalation Management.
- Shift Handover.
- Problem Management.
- New Joiner Training.
- Quality Audits, SOP Compliance & ITIL Best Practice Compliance.
- KPI Compliance.
- Daily Reports.
- Documentation of SOP’s.
- Shift & Holiday Management.
Behavioural skills:
- Good communication skills and interface well with the business, line, and senior management.
- To be customer focused and to display an analytical approach to problem solving.
- To be a team player, working with others to provide a quality service.
- Flexible in working on rotational shifts 9 AM to 6 PM or 12 PM to 9 PM or 3 PM to 12:00 or as demanded by the business.
- Available in office 3 days a week.
- Experience of working in a fast-moving environment.
- Excellent communication skills (both written and verbal).
- Ability to work unsupervised or as part of a team.
- Ability to develop positive cooperative relationships with other groups and departments.
- Good organisational ability and attention to detail.
- Able to assess and prioritise work.
- Good listening skills.
- Reliable, flexible, adaptable, and innovative.
- Able to remain calm under pressure.
Good to have:
- Knowledge on Microsoft Identity & Access Management Administration and Microsoft 365.
ITIL Certification.
Educational Qualifications:
- Degree in Engineering or Science.
Experience:
- Overall, 7 + years of experience in Identity & Access Management / User Provisioning, ITIL based processes, IT Service Management / Operations and People Management.
- Solid technical knowledge of enterprise IT environments like laptops, windows 11, active directory, File sharing & Permissions, Role based access control for applications etc.
- Experience in tools like servicenow, teams etc.
- ITIL v4 Foundation and knowledge of ITIL Service Operation.
People Management. - Objectives setting and performance management reviews of team members (including 1-2-1s and team meetings).
- To be able to coordinate responses to high priority incidents, escalations and support of the major incident process.
- Adaptable to organization changes and develop a culture of transparency within the team.
- Queue Management, Aged Tickets Follow up.
- Chases & Escalation Management.
- Shift Handover.
- Problem Management.
- New Joiner Training.
- Quality Audits, SOP Compliance & ITIL Best Practice Compliance.
- KPI Compliance.
- Daily Reports.
- Documentation of SOP’s.
- Shift & Holiday Management.
What We Can Offer You:
- Varied, interesting and meaningful work.
- A hybrid working environment with flexibility and great opportunities.
- Opportunities for training and, as the team grows, career progression or sideways moves.
- An opportunity to work within a large global multi-disciplinary consultancy on a mission to change the ways we approach business as usual.
Why work for AtkinsRéalis?
We at AtkinsRéalis are committed to developing its people both personally and professionally. Our colleagues have the advantage of access to a high ranging training portfolio and development activities designed to help make the best of individual’s abilities and talents. We also actively support staff in achieving corporate membership of relevant institutions.
Meeting Your Needs:
To help you get the most out of life in and outside of work, we offer employees ‘Total Reward’.
Making sure you're supported is important to us. So, if you identify as having a disability, tell us ahead of your interview, and we’ll discuss any adjustments you might need.
Additional Information:
We are an equal opportunity, drug-free employer committed to promoting a diverse and inclusive community - a place where we can all be ourselves, thrive and develop. To help embed inclusion for all, from day one, we offer a range of family friendly, inclusive employment policies, flexible working arrangements and employee networks to support staff from different backgrounds. As an Equal Opportunities Employer, we value applications from all backgrounds, cultures and ability.
We care about your privacy and are committed to protecting your privacy. Please consult our Privacy Notice on our Careers site to know more about how we collect, use and transfer your Personal Data.
Link: Equality, diversity & inclusion | Atkins India (atkinsrealis.com)
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