IAM Operations Lead

JOB DESCRIPTION

We are seeking an experienced IAM Operations Lead to oversee offshore operations team handling IAM L2 support for a 6-month contract engagement. The role is based in Pune/Mumbai/Bangalore/Chennai/Hyderabad/Noida.

Primary Skill: IAM Operations
Technical Skill: Entra ID/OKTA/CyberArk L2

Key Responsibilities:

• Oversee offshore operations team handling IAM L2 support
  
• Ensure SLA compliance and quality of request handling
  
• Coordinate with Global Service Desk and other IT teams for escalations
  
• Manage workload distribution and monitor performance metrics
  
• Create and manage shift rosters
  
• Define and maintain operations processes such as tracking ticket queue
  
• Drive process improvements in account creation, access provisioning, and directory services
  
• Act as point of contact for offshore escalations and ensure proper redirection of invalid requests
  
• Collaborate with senior engineers (L3) to resolve complex issues
  
• Maintain basic hygiene by assigning/reassigning/escalating the tickets to right owners/queues
  
• Create ServiceNow dashboards and generate reports on SLA compliance
  
• Perform ticket analysis to suggest improvements and automations
  

REQUIREMENTS

• Bachelor's degree in Computer Science, IT, or related field
  
• 8–10 years of experience in IT operations/IAM
  
• Hands on experience with Powershell scripts to handle automation features, and Postman for troubleshooting
  
• Proven leadership experience managing offshore teams
  
• Strong knowledge of IAM tools Entra ID, Okta, CyberArk and related ecosystem such as AD/AAD, ServiceNow, HR Systems
  
• Excellent communication and stakeholder management skills