About Zurich

Zurich is a leading multi-line insurer serving people and businesses in more than 200 countries and territories and has more than 65,000 employees and over 82 million customers. Founded more than 150 years ago, Zurich is transforming insurance. In addition to providing insurance protection, Zurich is increasingly offering prevention services such as those that promote wellbeing and enhance climate resilience.

Reflecting its purpose to ‘create a brighter future together,’ Zurich aspires to be one of the most responsible and impactful businesses in the world.

Role: Technical Delivery Manager

Role Purpose:

The Technical Delivery Manager (Technology Lead – Digital Identity Platform) is accountable for end-to-end delivery, operational stability, and evolving architecture of Zurich’s Identity and Access Management (IAM) and Customer Identity and Access Management (CIAM) services.

The role provides technical leadership across operations, engineering, and architecture, ensuring secure, scalable, and resilient authentication services across Okta (Workforce IAM), Okta Access Gateway, Auth0 (CIAM), and Microsoft Entra ID (Azure SSO & Conditional Access).

This role operates within an AI-first delivery and operations model, where service reliability, incident resolution, and platform evolution are enhanced through AI-driven monitoring, analytics, automation, and decision-making, improving operational efficiency, risk detection, and user experience across IAM and CIAM ecosystems.

Key Responsibilities:

IAM, CIAM & Platform Delivery:

- Own end-to-end delivery and service performance of IAM and CIAM platforms, ensuring high availability, scalability, and reliability
- Manage platform delivery for Authentication services.
- Govern SLAs, KPIs, and service health metrics, ensuring alignment with business and security expectations
- Drive release planning, deployment governance, and platform lifecycle management, incorporating AI-driven insights to optimize release impact and reduce operational risk

Support & Operations Leadership:

- Lead global L2 / L3 IAM support teams, ensuring effective incident management and service continuity
- Oversee resolution of authentication, access, provisioning, and policy-related incidents, leveraging AI-assisted diagnostics, log analytics, and pattern recognition to improve response times
- Define and enforce operational standards, runbooks,



and escalation procedures across support teams
- Drive continuous improvement of operations through AI-enabled monitoring, predictive alerting, and automation, reducing MTTR and increasing service stability
- Manage a global operating model, including on-call rotations, shift-based delivery, and critical incident management

Architecture & Design Contribution:

- Contribute to and influence target IAM and CIAM architecture, working closely with enterprise and solution architects
- Provide design guidance for various initiatives.
- Ensure solutions are aligned with Zero Trust architecture, enterprise standards, and security policies, leveraging AI-assisted insights to validate design decisions and identify optimization opportunities
- Support architecture governance activities, including solution reviews and design approvals

Zero Trust & Conditional Access Implementation:

- Drive implementation and optimization of Zero Trust identity controls, including:
- Okta adaptive authentication and policy-driven enforcement
- Microsoft Entra Conditional Access for device, risk, and contextual access

- Establish and maintain consistent access control patterns across workforce and customer platforms
- Leverage AI insights to improve risk-based access decisions, anomaly detection, and policy tuning

CIAM Enablement (Auth0):

- Support implementation and evolution of CIAM capabilities using Auth0, ensuring scalable and secure customer identity solutions
- Guide onboarding of customer-facing applications, including authentication journeys, API security, and integration patterns
- Balance security, user experience, and scalability for digital customer platforms, leveraging AI insights to optimize authentication flows and reduce friction

AI-Driven Operations & Automation:

- Embed AI into IAM operations to improve incident detection, triage, and root cause analysis, enable predictive insights for service stability and risk management, and enhance authentication experience through behavioral and usage analytics.
- Drive automation across identity lifecycle management,



provisioning, and policy enforcement
- Define and implement AI-enabled operational models, ensuring measurable improvements in efficiency, scalability, and risk reduction
- Ensure responsible and compliant use of AI aligned with data privacy and regulatory requirements

Security, Risk & Stakeholder Collaboration:

- Ensure IAM and CIAM services meet security policies, regulatory requirements, and audit expectations
- Support risk assessments, audits, and compliance activities, leveraging AI-assisted insights to strengthen control effectiveness
- Act as primary escalation point for critical incidents and service issues
- Collaborate with cybersecurity, application teams, infrastructure teams, and vendors (Okta, Auth0, Microsoft) to align delivery with strategic objectives
- Mentor support engineers and developers on IAM best practices and adoption of AI-driven operations

Skills & Experience:

- Extensive experience (typically 10–12 years) in IAM and/or CIAM, including delivery, support leadership, and technical architecture exposure
- Strong hands-on expertise in Okta, Okta Access Gateway, Auth0 (CIAM), Azure SSO and Entra Conditional Access
- Deep understanding of authentication protocols (SAML, OAuth 2.0, OpenID Connect, SCIM)
- Proven experience leading global support teams and managing large-scale IAM platforms
- Strong understanding of Zero Trust architecture, identity lifecycle management, and access governance
- Experience delivering IAM solutions in cloud-first, SaaS, API-driven, and hybrid environments
- Demonstrated ability to leverage AI-driven insights for operational improvement, troubleshooting, and decision-making
- Experience driving automation, platform engineering, and continuous service improvement
- Robust stakeholder management, communication, and leadership skills

Additional Information:

- Operates in a global delivery model with cross-regional collaboration
- Includes participation in on-call, incident management, and release activities outside standard hours
- Requires close alignment with architecture, engineering, and security teams to ensure seamless delivery and platform evolution

Mandatory Skills (Applicable to All Roles)

- IAM (Identity and Access Management)
- Okta Access Gateway
- Auth0 / OAuth
- Microsoft Entra ID
- Azure Conditional Access
- CIAM (Customer Identity and Access Management)

📌 Technical Delivery Manager (Telangana)
🏢 ANSR
📍 Telangana