Entra ID/OKTA/ CyberArk 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 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.
- Robust knowledge of IAM tools Entra ID, Okta, CyberArk and related ecosystem such as AD/AAD, ServiceNow, HR Systems.
- Excellent communication and stakeholder management skills.
(ref:hirist.tech)
📌 Spydra - iAM Operations Lead (Hyderabad)
🏢 Spydra
📍 Hyderabad
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