Security Administration Services (SAS)
SecurityAdministrationServices(SAS)-Officer
Neural analysis suggests this role is
optimal for Senior candidates.
“Security Administration Services (SAS) - Officer at Security Administration Services (SAS). Skills: SAS Helpdesk Supervisor, day-to-day operations of the SAS Helpdesk function, secure, and timely handling of access and security administration requests, people leader, continuous improvement, 24/7 operating model, weekend support. leads the day-to-day operations of the SAS Helpdesk function, ensuring consistent, secure, and timely handling of access and security administration requests. oversees q”
What You'll Achieve.
ensuring consistent, secure, and timely handling of access and security administration requests; drive continuous improvement; reduce repeat contacts and improve first-contact resolution
Industry & Context.
Proven analytical mindset; ability to troubleshoot
Weekend schedule, supports a 24/7 operating model, cover weekends
What They're Looking For.
Must Have
10+ years in the IT Industry in infrastructure space, hands on technical support with leadership skills, Experience in a regulated or audit-focused demonstrated adherence to documented controls and evidence requirements, Weekend schedule, Supervise daily helpdesk operations and queue health across phone, chat, Coordinate staffing plans, schedules, and shift handoffs to support a 24/7 operating model, including weekend/holiday coverage as needed with AVP, Coach, train, and support Helpdesk, Conduct regular quality reviews (ticket documentation, verification steps, customer communication) and provide actionable feedback, Monitor performance metrics (e. g. , response time, backlog, throughput, quality) and produce routine, identify trends and drive corrective actions, Manage escalations and high-impact incidents, Ensure compliance with security policies, access provisioning controls, and audit, verify tickets contain required approvals, validations, and evidence, Maintain and improve knowledge articles, SOPs, lead process improvements that reduce repeat contacts and improve first-contact resolution, Identify operational risks and control, escalate concerns appropriately and support remediation efforts, including participation in audits and reviews
Nice to Have
Weekend support
What You'll Do.
leads the day-to-day operations of the SAS Helpdesk function
and timely handling of access and security administration requests
oversees queue performance
and customer experience across phone
and email channels while ensuring adherence to documented procedures
and audit requirements
coaches and develops staff
manages staffing and shift coverage
and drives continuous improvement
supports a 24/7 operating model and we are looking for this position to cover weekends
Supervise daily helpdesk operations and queue health across phone
and ensure timely intake
Coordinate staffing plans
and shift handoffs to support a 24/7 operating model
including weekend/holiday coverage as needed with AVP
conduct regular quality reviews (ticket documentation
customer communication) and provide actionable feedback
Monitor performance metrics (e. g.
quality) and produce routine
identify trends and drive corrective actions
Manage escalations and high-impact incidents
Ensure compliance with security policies
access provisioning controls
verify tickets contain required approvals
Maintain and improve knowledge articles
and lead process improvements that reduce repeat contacts and improve first-contact resolution
Identify operational risks and control
escalate concerns appropriately and support remediation efforts
including participation in audits and reviews
How You'll Work.
Team & Collaboration
Ability to work independently and collaborate effectively in a team environment; stakeholder management skills; coordinate staffing plans, schedules, and shift handoffs to support a 24/7 operating model, including weekend/holiday coverage as needed with AVP
Communication Scope
Excellent communication skills (both verbal and written)
Process & Methodology
process improvements
Full Job Description
**Job Title** Security Administration Services (SAS) - Officer **Role Summary & Role Description** State Street’s Security Administration Services Team is looking to hire Officer in India. We are looking for a proven candidate to SAS Helpdesk Supervisor Officer leads the day-to-day operations of the SAS Helpdesk function, ensuring consistent, secure, and timely handling of access and security administration requests. This role oversees queue performance, ticket quality, and customer experience across phone, chat, and email channels while ensuring adherence to documented procedures, security controls, and audit requirements. The ideal candidate is an experienced support professional and people leader who can coach and develop staff, manage staffing and shift coverage, and drive continuous improvement. This position supports a 24/7 operating model and we are looking for this position to cover weekends. As a member of the SAS Heldesk you will: * Experience in a regulated or audit-focused environment; demonstrated adherence to documented controls and evidence requirements. * Weekend schedule. * Supervise daily helpdesk operations and queue health across phone, chat, and email; ensure timely intake. * Coordinate staffing plans, schedules, and shift handoffs to support a 24/7 operating model, including weekend/holiday coverage as needed with AVP. * Coach, train, and support Helpdesk agents; conduct regular quality reviews (ticket documentation, verification steps, customer communication) and provide actionable feedback. * Monitor performance metrics (e.g., response time, backlog, throughput, quality) and produce routine reporting; identify trends and drive corrective actions. * Manage escalations and high-impact incidents. * Ensure compliance with security policies, access provisioning controls, and audit requirements; verify tickets contain required approvals, validations, and evidence. * Maintain and improve knowledge articles, SOPs, and scripts; lead process improvemen
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