Location: Pune
Primary Skill: IAM Operations
Technical Skill: Entra ID/OKTA/ CyberArk L2
Responsibilities:
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 Experience 8 - 14 Years

Salary Not Disclosed
Industry IT Hardware & Security / Operating Systems
Qualification
Key Skills IAM Developer IAM Engineer Technical Lead Cyberark Architect

📌 Urgent Requirement For Iam Operations Lead Pune
🏢 Talent Zone Consultant
📍 Pune