Level 2 operations role for identity and access management services.
Support level
L2 Operations
Domain
Identity &
- Access Management
Scope
Azure AD, Active Directory,
Okta, CyberArk, Access
Provisioning
Support the client's identity and access services. Resolve L1/L2 incidents and escalate to L3 when needed.
Process
- End-to-end incident management, from L1/L1.5 escalation to closure.
- Support provisioning, modification and de-provisioning of in-scope applications.
- Provide L1 and L2 operations support for IAM services.
- Troubleshoot misconfiguration, access and routing issues.
- Coordinate with hardware suppliers on break-fix and replacement.
- Back up and restore IAM service configuration.
- Provide periodic and on-demand reports.
- Keep ServiceNow tickets current, with clear resolution and closure notes.
- Join RCA reviews. Update SOPs and knowledge-base articles.
- Work with Hosting, Network Security, DLP and Malware Tools on cross-tower issues.
- Identify opportunities for automation.
- Take part in MIM calls, qualifying whether an incident meets the criteria for a Major Incident.
- Drive monthly review calls: prepare reports and run trend analysis.
- Take part in weekly engineering calls.
- Act as the human in the loop for Tier 0 access-request certification.
Tools Familiarity
- Azure AD
- Active Directory
- Okta
- CyberArk
- ServiceNow
- Semperis
- CrowdStrike (positive to have)
- Microsoft Defender (good to have)
- Veza (entitlements management –
- ISPM)
Technologies
- Directory services
- Single sign-on and MFA
- Privileged access management
- Application access provisioning
- PowerShell
DRAFT –
- For internal review
JD: L2 Operations Lead –
- IDAM | Page 2
Experience
- 12 years of L2 identity and access management experience
- 24x7 support environment
- Azure AD and Active Directory administration
- Okta administration and SSO troubleshooting
- CyberArk operations
- Access provisioning and reporting
- ITSM incident, problem and change processes
- Clear written and spoken English
Preferred Certifications
- Microsoft SC-300
- Okta Certified Professional
- CyberArk Defender
- Agile Practitioner certification