Security Administration Services (SAS) - Officer

State Street — Bangalore, India

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 improvements that reduce repeat cont

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