Jobs via Dice · 1 day ago
ID Dataweb Lead
United States
Full-time
Remote
Senior Level, Lead/Staff
8+ years expDice is the leading career destination for tech experts at every stage of their careers. Fourways Consulting Services is seeking an ID Dataweb Lead to ensure smooth operations and service continuity for the ID DataWeb platform, involving troubleshooting, platform monitoring, and collaboration with engineering teams. The role includes leading the support team, managing incidents, and driving process improvements.
Computer Software
Responsibilities
Lead the L2 Support team across India and the US, ensuring 24x7 operational coverage and SLA adherence
Act as the primary point of contact between the customer, SDG delivery teams, and ID DataWeb engineering for escalations and service continuity
Coordinate with L3 engineering, implementation, and security/fraud operations teams to drive timely incident resolution and system improvements
Review and approve Root Cause Analyses (RCA), ensuring preventive and corrective actions are implemented
Mentor and guide junior engineers, ensuring consistent service quality and technical upskilling across regions
Conduct regular operational governance reviews, provide performance metrics, and identify optimization opportunities
Drive process standardization and automation initiatives to enhance service efficiency and reduce manual effort
Collaborate with business and technical stakeholders to prioritize platform enhancements and ensure seamless integration with enterprise systems
Troubleshoot authentication, onboarding, and verification issues
Escalate unresolved issues to L3 Engineering, providing detailed incident documentation, logs, etc
Manage incidents within defined Service Level Agreements (SLAs)
Participate in incident management and RCA (Root Cause Analysis) review calls
Document resolutions and short-term fixes, and propose long-term solutions where applicable
Track recurring incidents and coordinate automation opportunities to reduce ticket volume
Monitor the ID Proofing platform & integration for health, performance, and alerts
Perform service restarts, health checks, and performance tuning where applicable
Proactively identify anomalies or potential failures and report them before impact
Investigate suspicious or fraudulent activities flagged by the platform
Generate operational and SLA reports
Track metrics by issue type, incident volume, and resolution time
Analyze tickets to identify trends, training needs, and automation use cases
Prepare and submit regular operational status reports
Maintain and update Knowledge Base articles and Standard Operating Procedures (SOPs)
Qualification
Required
8–10 years of experience in Identity & Access Management (IAM/CIAM) operations with at least 2 years in a lead role, managing cross-regional support teams
Hands-on expertise in ID Proofing, MFA, and Risk-Based Authentication, preferably on ID DataWeb, or similar IAM platforms
Proficiency in incident and change management tools (e.g., ServiceNow)
Familiarity with SAML, OAuth 2.0, OIDC, SCIM, and federation protocols
Working knowledge of API troubleshooting, logs analysis, and certificates management
Basic understanding of authentication workflows, risk policies, and fraud detection logic
Strong analytical and problem-solving skills with ability to perform root cause investigations
Excellent team leadership, communication, and stakeholder management skills with a focus on service quality, operational efficiency, and continuous improvement
Bachelor's Degree in Computer Science, Information Technology, or a related field
Preferred
IAM certifications (e.g., Ping Identity Certified Professional, Okta Certified Administrator, ID DataWeb Training, or CompTIA Security+) are a plus
Company
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0-1 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase