: 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 solid 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.
- Strong 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 (Mumbai)
🏢 Neev
📍 Mumbai