Hello All,

Greetings from ZettaMine!!!

Job Title: IAM Operations Lead

Location: Pune/Mumbai/Bangalore/Chennai/Hyderabad/Noida

Experience: 11- 15 Years

Notice Period: Immediate Joiners

Working Mode: Hybrid – 3 days from office

Role Summary

We are seeking an experienced IAM Operations Lead with 11–15 years of IT operations expertise to oversee offshore IAM L2 support teams. The role requires strong leadership in managing operations, ensuring SLA compliance, driving process improvements, and collaborating with global IT teams. The ideal candidate will have hands-on experience with Entra ID, Okta, CyberArk , and related IAM ecosystems, along with proven skills in automation and stakeholder management.

Key Responsibilities

- Oversee offshore operations team handling IAM L2 support .
- Ensure SLA compliance and maintain high-quality 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 and operational schedules.
- Define and maintain operations processes such as ticket queue tracking .
- Drive process improvements in account creation, access provisioning, and directory services .




- Act as point of contact for offshore escalations and redirect invalid requests appropriately.
- Collaborate with senior engineers (L3) to resolve complex IAM issues.
- Maintain operational hygiene by assigning/reassigning/escalating tickets to correct owners/queues.
- Create ServiceNow dashboards and generate SLA compliance reports.
- Perform ticket analysis to suggest improvements and automation opportunities.

Requirements
- Bachelor’s degree in Computer Science, IT, or related field .
- 11–15 years of IT operations experience, with 8–10 years in IAM .
- Hands-on experience with PowerShell scripting for automation and Postman for troubleshooting.
- Proven leadership experience managing offshore teams.
- Solid knowledge of IAM tools: Entra ID, Okta, CyberArk , and related ecosystems such as Active Directory (AD/AAD), ServiceNow, HR Systems .
- Excellent communication, stakeholder management, and team leadership skills.

Skills Primary Skill: IAM Operations Technical Skills: Entra ID, Okta, CyberArk (L2), PowerShell, Postman, ServiceNow

Interested candidates share your updated CV to [email protected] or WhatsApp to (phone hidden).

Thanks& Regards,

Praneeth.N

📌 IAM Operations Lead (Bengaluru)
🏢 ZettaMine Labs
📍 Bengaluru