Support Service Lead and EAM Analyst

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 a purpose-driven organization working to solve today's challenges through innovation and collaboration. A Fortune 200 Company and listed among its World's Most Admired Companies, we’re the only global reinsurance company to focus primarily on life- and health-related solutions. Join our multinational team of intelligent, motivated, and collaborative people, and help us make financial protection accessible to all.

A Brief Overview

Under limited supervision, the role is responsible for daily management of Service Desk(SD) and Enterprise Access Management(EAM) metrics, operational efficiencies for the IT Support regarding customer support requests and incidents. Ensures required information is collected and documented within tickets. Conducts day to day management of IT Support functions including leading good customer service practices and adherence to RGA business and technical standards.

What you will do

• Day to day monitoring of the regional team activity to incorporate consistency and best practice operations.
• Responsible for direct handle of Enterprise Access Management tickets.
• Relay of information, updates and knowledge to the regional team in a timely manner with occasional updates to knowledge articles and Standard Operating Procedures as applicable.
• Complete on-boarding and continued training for Service Desk associates on all processes, Standards, and customer service practices.
• Handle specific escalation requests, monitor critical escalations to completion.
• Complete audits of completed work by the regional team.
• Coaching/mentoring of underperforming regional staff to maintain high-performance standards.
• Take On-Call rotation as needed.
• Contribute to on-going Service Desk and EAM process improvements and operational efficiencies.
• May supervise or manage four or fewer staff, and responsible for team's performance; coaches and mentors team members.
• Perform other duties as assigned.

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, role-based access control (RBAC), and privileged access management.
• Experience working 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, segregation of duties (SoD), and Joiner-Mover-Leaver (JML) processes.
• Proven ability to troubleshoot and resolve access-related issues independently while managing escalations and meeting SLAs.
• Experience conducting quality reviews, audits, compliance checks, and maintaining access management controls and documentation.
• Strong communication, customer service, training, coaching, and stakeholder management skills.
• Demonstrated ability to prioritize workload, manage multiple tasks, drive process improvements, and work effectively in a fast-paced environment.
• ITIL v4 Foundation certification preferred; IAM or security-related certifications preferred (e.g., SailPoint, CIAM, CISSP, CISM, Microsoft Identity).

What you can expect from RGA:

Gain valuable knowledge from and experience with diverse, caring colleagues around the world.

Enjoy a respectful, welcoming environment that fosters individuality and encourages pioneering thought.

Join the bright and creative minds of RGA, and experience vast, endless career potential.

We’re excited to get to know you and connect your unique skills with our global opportunities. To create a modern and seamless experience, we use artificial intelligence (AI) in parts of our preliminary screening process. This technology helps us personalize job recommendations, automate interview scheduling, evaluate candidates based solely on experience-without considering name, gender, or other personal details-and provide real-time answers through our chatbot. AI is used only during early screening and never makes hiring decisions. Your RGA recruiter will work closely with you every step of the way to ensure the process feels personal, thoughtful, and focused on you.