Service Desk & EAM Lead: IAM & RBAC Expert

RGA; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

RGA is seeking an IT Service Manager to oversee regional Service Desk and Enterprise Access Management activities, ensuring efficient IT support and strong governance. You will manage ticket escalations, onboard and train staff, and drive process improvements while maintaining high service levels.

The role requires 5+ years in EAM/ITSM, hands-on IAM experience, and strong stakeholder management. You will coach a regional team and participate in on-call rotations to ensure seamless access

Qualifications

• Bachelor’s degree in IT, Computer Science, Cybersecurity, or related field.
• 5+ years of experience in Enterprise Access Management (EAM), IT Service Management, or related IT support functions.
• Hands-on experience with user provisioning, deprovisioning, access modifications, RBAC, and privileged access management.
• Experience with IAM tools such as SailPoint, Saviynt, CyberArk, Okta, Microsoft Entra ID (Azure AD), Active Directory, or similar platforms.
• Strong understanding of access governance, access certifications, SoD, and JML processes.
• Proven ability to troubleshoot and resolve access-related issues independently while managing escalations and SLAs.
• Experience conducting quality reviews, audits, compliance checks, and maintaining access controls and documentation.
• Strong communication, customer service, training, coaching, and stakeholder management skills.

Responsibilities

• Oversee regional Service Desk and EAM activities daily.
• Directly handle Enterprise Access Management tickets and escalations.
• Onboard and train Service Desk staff on processes and standards.
• Audit completed work and monitor SLA compliance.
• Coach underperforming staff and manage on-call rotations.
• Contribute to process improvements and efficiency gains.

Skills

EAM expertise

IT service mgmt

RBAC

Privileged access

IAM tools

Stakeholder mgmt

Training & coaching

SLA management

Communication

On-call readiness

Education

Bachelor's in IT/CS

Tools

SailPoint

Saviynt

CyberArk

Okta

Azure AD/Entra

Active Directory

Microsoft Entra ID

Job description

RGA is seeking an IT Service Manager to oversee regional Service Desk and Enterprise Access Management activities, ensuring efficient IT support and strong governance. You will manage ticket escalations, onboard and train staff, and drive process improvements while maintaining high service levels.

The role requires 5+ years in EAM/ITSM, hands-on IAM experience, and strong stakeholder management. You will coach a regional team and participate in on-call rotations to ensure seamless access