Key Responsibilities

- Oversee offshore operations teams handling IAM L2 support.

- Ensure SLA compliance and maintain the quality and accuracy of service requests.

- Coordinate with the Global Service Desk and other IT teams to manage escalations.

- Distribute workloads, monitor team performance metrics, and manage shift rosters.

- Define and maintain operational processes for tracking and managing ticket queues.

- Drive process improvements in account creation, access provisioning, and directory services.

- Act as the primary offshore escalation contact and redirect invalid or misrouted requests to the appropriate teams.

- Collaborate with L3 engineers to resolve complex IAM issues.

- Assign, reassign, and escalate tickets to the correct owners and support queues.

- Create ServiceNow dashboards and generate reports on SLA compliance.

- Analyze ticket trends and recommend process improvements and automation opportunities.

Required Skills and Qualifications

- Bachelor's degree in Computer Science, Information Technology, or a related field.

- Robust experience in IT operations and Identity and Access Management.





- Hands-on knowledge of Microsoft Entra ID, Okta, and CyberArk L2 support.

- Knowledge of Active Directory (AD/AAD), ServiceNow, HR systems, and related IAM ecosystems.

- Hands-on experience with PowerShell scripting for automation.

- Experience using Postman for troubleshooting.

- Proven leadership experience managing offshore operations teams.

- Strong understanding of SLA management, ticket handling, escalation processes, and operational reporting.

- Excellent communication, analytical, and stakeholder management skills.

Primary Skill

IAM Operations

Technical Skills

- Microsoft Entra ID

- Okta

- CyberArk L2

- Active Directory / Azure Active Directory

- ServiceNow

- PowerShell

- Postman

Pay: ₹1,500,000.00 - ₹2,640,000.00 per year

Application Question(s)

- By applying, you agree that your resume and personal details may be stored securely for up to 2 years for recruitment purposes.

Work Location: Hybrid remote in Bengaluru, Karnataka

📌 IAM Operations Lead (Bengaluru)
🏢 Ananta Services
📍 Bengaluru