Hello All,

Greetings from ZettaMine!!!

Role: IAM Operations Team Lead

Experience: 11 to 15 Years

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

Notice Period: Immediate Joiners

Hiring for one of the Big 4's Clients

Overview

Lead offshore IAM L2 support team, ensuring SLA compliance, quality of request handling, and process improvements. Collaborate with senior engineers to resolve complex issues and maintain basic hygiene. Create ServiceNow dashboards and generate reports on SLA compliance.

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.

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

Thanks & Regards,

Aruna.M

📌 [9SUQJAJK] IAM Operations Team Lead (Maharashtra)
🏢 ZettaMine Labs
📍 Maharashtra