L2 Operations Lead - IDAM

Level 2 operations role for identity and access management services.

Support level

L2 Operations

Domain

Identity & Access Management

Scope

Azure AD, Active Directory, Okta, CyberArk, Access Provisioning

Support the clients identity and access services. Resolve L1/L2 incidents and escalate to L3 when needed.

Process

- End-to-end incident management, from L1/L1.5 escalation to closure.
- Support provisioning, modification and de-provisioning of in-scope applications.
- Provide L1 and L2 operations support for IAM services.
- Troubleshoot misconfiguration, access and routing issues.
- Coordinate with hardware suppliers on break-fix and replacement.
- Back up and restore IAM service configuration.
- Provide periodic and on-demand reports.
- Keep ServiceNow tickets current, with clear resolution and closure notes.
- Join RCA reviews. Update SOPs and knowledge-base articles.
- Work with Hosting, Network Security, DLP and Malware Tools on cross-tower issues.
- Identify opportunities for automation.
- Take part in MIM calls, qualifying whether an incident meets the criteria for a Major Incident.
- Drive monthly review calls: prepare reports and run trend analysis.
- Take part in weekly engineering calls.




- Act as the human in the loop for Tier 0 access-request certification.

Tools Familiarity

- Azure AD

- Active Directory

- Okta

- CyberArk

- ServiceNow

- Semperis

- CrowdStrike (good to have)
- Microsoft Defender (good to have)
- Veza (entitlements management - ISPM)

Technologies

- Directory services
- Single sign-on and MFA

- Privileged access management

- Application access provisioning

- PowerShell

Experience

- 12 years of L2 identity and access management experience
- 24x7 support environment
- Azure AD and Active Directory administration
- Okta administration and SSO troubleshooting

- CyberArk operations

- Access provisioning and reporting
- ITSM incident, problem and change processes
- Transparent written and spoken English

Preferred Certifications

- Microsoft SC-300

- Okta Certified Professional

- CyberArk Defender

- Agile Practitioner certification

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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