Technical Skill:Entra ID/OKTA/ CyberArk L2Responsibilities:- 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 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.- 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