The IDT Ops - Customer & Data operates as a senior Service Manager within the IAS ‑ CIAM Customer & Data team, providing deep technical and operational expertise to ensure platform stability, security compliance, and continuous improvement for Shell’s Customer Identity & Profile Management (CIAM) capability.
The role is responsible for the day‑to‑day operational support, product release, onboarding of application, security, optimization, and governance of CIAM services, including authentication, identity lifecycle management, inventory management and integrations with all line of business applications and platforms.
Accountabilities:
Provide build-and-operate support for Akamai Edge services to meet availability, stability, performance, and SLA commitments.
Perform advanced troubleshooting and root‑cause analysis for incidents, problems, and recurring issues across authentication and identity flows.
Support and lifecycle management of applications and integrations consuming CIAM services.
Execute and support change, release, and deployment activities to ensure secure and controlled service updates.
Ensure compliance with Shell security, risk, and control frameworks (e.g. access reviews, audit evidence, logging, data protection).
Maintain accurate service documentation, runbooks, SOPs, and knowledge articles.
Manage dependencies and constraints by explicitly documenting trade-offs, owning technical debt actions, and escalating risks early.
Work with vendors and internal teams to track defects, enhancements, and roadmap dependencies.
Own service reporting (KPIs, operational reviews) and drive continuous improvement actions to reduce incidents and improve service health.
Vast experience in Akamai Edge tools.
Expert in Akami Edge suit – DDOS Protection, API security, Bot detection, Geo-Fencing, WAF security, IT Threat, CDN and Account Protector.
8+ years in IAM technologies, customer identity platforms (CIAM), and enterprise authentication services.
Hands‑on experience with protocols such as OAuth2 and OpenID Connect, and products such as Okta, Auth0, and Akamai Identity Cloud.
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