- IAM Operations Lead (Contract/FTE)
- Rel. Exp (Years): 11 Years +
- Location: Pune/Mumbai/Bangalore/Chennai/Hyderabad/Noida

Primary Skill: IAM Operations

Technical Skill: Entra ID/OKTA/ Cyber Ark 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 Service Now 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, Cyber Ark and related ecosystem such as AD/AAD, Service Now, HR Systems.

Excellent communication and stakeholder management skills.

📌 IAM Operations Lead (India)
🏢 Indus Infotech
📍 India