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.
Solid 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