Designation: L2 Operations Lead – IDAM
Job Location / Reporting Location: NCR - Gurugram
Domain: Identity & Access Management
Scope: Azure AD, Active Directory, Okta, CyberArk, Access Provisioning

Support the client's 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
• Explicit written and spoken English

Preferred Certifications:
• Microsoft SC-300
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📌 Operations Lead – IDAM (Gurugram)
🏢 RENOVISION AUTOMATION SERVICES PVT.LTD
📍 Gurugram