iAM Operations Lead

Technical Skill:

Entra ID/OKTA/ CyberArk L2

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.