Identity & Access Support Analyst (L1) – Active Directory, LDAP & ADFS

Position summary:

We are looking for a proactive L1 Identity & Access Analyst to support enterprise identity services, including Active Directory (AD), LDAP and ADFS. The role is responsible for monitoring, alert triage, basic identity administration, initial authentication troubleshooting, incident logging and timely escalation to L2/L3 teams. The analyst will follow approved procedures to maintain identity service availability, secure access and SLA compliance across global 24x7 operations.

Key Responsibilities:

Active Directory (AD) Operations

• Monitor AD service alerts and perform routine domain service health checks.
• Handle approved password resets, account unlocks and basic user/group requests.
• Perform initial troubleshooting for login failures, account lockouts and access issues.
• Check basic domain controller availability, DNS resolution and domain connectivity.
• Log and escalate AD replication, Group Policy and authentication issues to L2.

LDAP Operations

• Monitor LDAP-related alerts and directory service availability.
• Perform basic connectivity checks and initial troubleshooting for LDAP authentication failures.
• Validate reported application access issues and collect relevant error details.
• Escalate LDAP bind failures, directory queries and integration issues to L2.

ADFS & Federation Operations

• Monitor ADFS service health, authentication alerts and SSO-related incidents.
• Perform initial checks for login failures and application authentication issues.
• Collect error messages, timestamps and relevant diagnostic information.
• Escalate federation, certificate, token issuance and SSO issues to L2.

Operations & Service Management

• Log, categorize, prioritize and track incidents and service requests in ServiceNow or equivalent ITSM tools.
• Perform initial incident triage using approved runbooks and troubleshooting procedures.
• Escalate critical incidents and unresolved issues within defined SLAs.
• Support major incident communication and coordinate with L2/L3 and application teams.
• Maintain incident records, operational checklists and shift handover documentation.
• Follow ITIL Incident, Change and Request Management processes and established security procedures.
• Ensure effective APAC–EMEA–NLAM shift handovers and uninterrupted 24x7 support.

Preferred Skills & Qualifications:

• Basic knowledge of Active Directory, users, groups, password policies and account lockouts.
• Understanding of authentication, authorization, DNS and domain connectivity fundamentals.
• Basic knowledge of LDAP and directory-based authentication.
• Familiarity with ADFS, SSO and common authentication issues.
• Ability to perform basic troubleshooting and follow documented runbooks.
• Exposure to ServiceNow or equivalent ITSM tools and incident management processes.
• Understanding of SLA requirements, escalation procedures and access security.
• Good communication, documentation and shift handover skills.
• Willingness to work in rotational shi