Job Description

Job Summary:
We are seeking a dynamic and detail-oriented professional with prior experience in Microsoft technologies and strong communication skills to join our team. The ideal candidate will have hands-on experience in building and supporting AI agents, along with a customer-focused mindset to manage day-to-day interactions, ensure SLA compliance, and drive operational efficiency.
This role involves working on enterprise security and identity platforms, including MPD/SSD, YubiKey, Cloud MFA, inventory and related technologies.

Key Responsibilities:
Interact with customers on a daily basis to provide technical support and ensure high customer satisfaction.
Monitor and meet defined SLAs for incident resolution and service requests.
Work with ticketing tools to log, track, and resolve issues efficiently.
Analyze incidents, classify root causes, and contribute to continuous improvement.
Automate tasks using Copilot AI agents.
Using IcM API's create partial/full automation for process workflows.
Work on IcM automation, such as:
Incident detection and alerting automation, Runbook automation, incident classification and prioritization.
Create inventory management using automation and AI agent.
Prepare regular reports on performance metrics, incident trends, and SLA adherence using Power BI.
Create and maintain technical documentation, SOPs, and knowledge base articles.
Collaborate with cross-functional teams to enhance service delivery and operational efficiency.
Work on security and authentication technologies such as MPD/SSD, YubiKey, and Cloud MFA.

Required Skills & Qualifications:
Prior working experience with Microsoft technologies (e.g., Azure, Microsoft 365, or related platforms).
Strong communication skills (verbal and written) with the ability to handle customer interactions effectively.
Experience or knowledge in building AI agents or working with AI-driven automation tools.
Hands-on experience with ticketing systems (e.g., ServiceNow, Remedy, Jira, etc.).
Good analytical and problem-solving skills with a focus on root cause analysis.
Ability to work in a fast-paced environment and maintain high efficiency.
Experience in incident management and SLA-driven support environments.

Preferred Qualifications:
Exposure to identity and access management tools (YubiKey, MFA solutions, etc.).
Familiarity with cloud environments and security frameworks.
Experience in report generation and performance tracking.
Understanding of enterprise support processes and documentation standards.

Key Competencies:
Customer-centric approach.
Strong communication and interpersonal skills.
High level of efficiency and ownership.
Attention to detail.
Ability to multitask and prioritize effectively.