Job Description
IAM Operations Specialist

Location:
Pune / Mumbai / Bangalore / Chennai / Hyderabad / Noida Experience Required: 11–15 Years Number of Positions: 1 Client Interview: No Primary Skill: IAM Operations Technical

Skills:
Entra ID / OKTA / CyberArk L2 Prerequisite Skill: IAM Operations Job Summary We are seeking an experienced IAM Operations Lead/Specialist to oversee offshore operations, drive service level compliance, and manage end-to-end L2 support for Identity and Access Management (IAM) systems. This role requires strong hands-on experience with core IAM platforms (Entra ID, Okta, CyberArk), operational governance, team leadership, and scripting capabilities to drive process improvements and automation.

Key Responsibilities
• Oversee offshore operations team handling IAM L2 support.
• Ensure SLA compliance and maintain high quality in request handling.
• Coordinate with the Global Service Desk and other IT teams for escalations.
• Manage workload distribution and monitor team performance metrics.
• Create and manage shift rosters to ensure continuous coverage.
• Define and maintain operational processes, including tracking and managing the ticket queue.
• Drive process improvements in account creation, access provisioning, and directory services.




• Act as the primary point of contact for offshore escalations and ensure proper redirection of invalid requests.
• Collaborate with senior engineers (L3) to troubleshoot and resolve complex technical issues.
• Maintain ticket management hygiene by assigning, reassigning, or escalating tickets to the correct owners and queues.
• Create ServiceNow dashboards and generate operational reports on SLA compliance.
• Perform detailed ticket analysis to suggest system improvements and automation opportunities. Requirements & Qualifications
• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 8–10+ years of dedicated experience in IT operations and Identity and Access Management (IAM).
• Proven leadership experience in managing offshore operational teams.
• Robust working knowledge of IAM tools including Entra ID, Okta, and CyberArk.
• Solid understanding of the broader ecosystem, including Active Directory (AD/AAD), ServiceNow, and HR Systems integration.
• Hands-on experience with PowerShell scripting for automation features and Postman for API testing and troubleshooting.
• Excellent communication, reporting, and stakeholder management skills.

Skills:
access,drive,cyberark,automation,management,it,iam,operations,offshore,compliance

📌 IAM Operations Specialist (Pune)
🏢 Neev
📍 Pune