IT APPLICATION/SERVICE SUPPORT JG4

Shell’s Customer Identity & Profile Management (CIAM) capability is a critical enterprise platform enabling secure, scalable, and compliant authentication for Shell’s digital customer journeys. CIAM supports multiple businesses, brands, and channels globally, and is a key component of Shell’s digital and security strategy.

The IDT Ops - Customer & Data operates as a senior Service Manager within the IAS - CIAM Customer & Data team. The role provides deep technical and operational expertise, ensuring platform stability, security compliance, and continuous improvement while supporting business growth and digital transformation.

What’s the role?

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.

The position works closely with engineering, security, vendors, and business stakeholders to ensure CIAM services meet availability, performance, and compliance requirements, while proactively identifying risks and improvement opportunities.

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.

Dimensions

• Design: Providing solutions and supporting CIAM Akamai Edge systems.
• Operational impact: Supports customer-facing and business-critical digital services across multiple Shell businesses.
• Stakeholders: Security teams, application owners, digital product teams, vendors, and service management.
• Decision making: Operates within defined security and operational frameworks; escalates risks and deviations appropriately.

Experience & Qualifications

• 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.
• Advantage if work in Shell before.