Primary Skill: IAM Operations

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.
Solid knowledge of IAM tools Entra ID, Okta, CyberArk and related ecosystem such as AD/AAD, ServiceNow, HR Systems.
Excellent communication and stakeholder management skills.

📌 Contract Position Iam Operations Lead Hyderabad
🏢 People Prime Worldwide
📍 Hyderabad