Defining, strategizing, and executing the roadmap for our IAM product offerings. Collaborate closely with cross-functional teams, including engineering, design, and other internal teams, to ensure the successful development, launch, and growth of our IAM solutionsKey Responsibilities:Product Strategy: Develop a clear strategy, and roadmap for our IAM product line, aligned with the company's overall business objectives.Analysis: Identify trends, opportunities, and gaps in the IAM space.Requirements Gathering: Collaborate with stakeholders and internal teams to gather and prioritize product requirements, ensuring that the IAM solutions meet user needs and address business demands.Product Development: Work closely with engineering and design teams to define product features, functionality, and user experience. Ensure timely and high-quality delivery of product releases.Lifecycle Management: Manage the entire product lifecycle.

Oversee the operations of our Help Desk Service, ensuring the delivery of high-quality technical support and exceptional customer service to our clients, while ensuring continuous improvement. Supervising the day-to-day activities, developing and implementing processes and maintain customer and third-party vendors relationships.ey Responsibilities:Operational Leadership: Collaborate with the Service Manager to lead and manage the Help Desk team, ensuring efficient and effective service delivery. Provide guidance, mentorship, and support to team members.Service Excellence: Uphold a culture of exceptional customer service. Monitor and maintain high levels of customer satisfaction through timely and effective issue resolution, escalation management, and continuous improvement initiatives.Issue Management: Assist in overseeing the ticketing system and help desk queues. Ensure that incidents and service requests are properly categorized, prioritized, and resolved within defined SLAs.Process Improvement: Identify opportunities for process optimization and service enhancements. Work with the Service Manager to implement best practices and streamline workflows to improve overall service delivery.Reporting and Analysis: Assist in monitoring and reporting on key performance indicators (KPIs) related to the Help Desk Service. Analyze data to identify trends, areas for improvement, and opportunities for proactive support.Collaboration: Liaise with cross-functional teams, including IT, operations, and other relevant departments, to address complex technical issues and ensure a coordinated approach to problem resolution.Training and Development: Assist in the development and delivery of training programs for Help Desk staff. Ensure team members are well-equipped with the skills and knowledge needed to provide effective support.

Coordination of Technical Helpdesk team, with the following functions:· Daily service review;· Support and technical support to the team;· Ensure compliance with agreed service levels;· Ensure alignment with the client, make state of the service status points, and submit monthly reports, proposing corrective or proactive measures;· Selection, Training and Evaluation of team performance;· Development of procedures and preparation of the respective manuals for the company's team and employees;Use of the following tools:· ServiceNow (Ticket Opening Platform);· Collab (Supervisory Platform);Creation, development and implementation of processes in the Access Management team.Use of the following tools:· Swivel (Platform for Management of VPN Access);· Checkpoint (VPN access platform);· Active Directory (Users Management);· Egoi (Access Management);· Microsoft Visio (creating flowcharts for new processes);

Technical support to Axa Seguros Employees.Resolution and referral of problems.Support to the management of the computer park.Maintenance of computer equipment

Kapow software management and sniffer developmentMaintenance and equipment managementComputer network administrationNetwork CablingServer MaintenanceNetwork Administration (Active Directory)