IAM Operations Specialist

Job Description: IAM Operations Specialist
Location: Pune / Mumbai / Bangalore / Chennai / Hyderabad / Noida
Experience Required: 11–15 Years
Number of Positions: 1
Client Interview: No
Primary Skill: IAM Operations
Technical Skills: Entra ID / OKTA / CyberArk L2
Prerequisite Skill: IAM Operations
Job Summary
We are seeking an experienced IAM Operations Lead/Specialist to oversee offshore operations, drive service level compliance, and manage end-to-end L2 support for Identity and Access Management (IAM) systems. This role requires strong hands-on experience with core IAM platforms (Entra ID, Okta, CyberArk), operational governance, team leadership, and scripting capabilities to drive process improvements and automation.
Key Responsibilities
Oversee offshore operations team handling IAM L2 support.
Ensure SLA compliance and maintain high quality in request handling.
Coordinate with the Global Service Desk and other IT teams for escalations.
Manage workload distribution and monitor team performance metrics.
Create and manage shift rosters to ensure continuous coverage.
Define and maintain operational processes, including tracking and managing the ticket queue.
Drive process improvements in account creation, access provisioning, and directory services.
Act as the primary point of contact for offshore escalations and ensure proper redirection of invalid requests.
Collaborate with senior engineers (L3) to troubleshoot and resolve complex technical issues.
Maintain ticket management hygiene by assigning, reassigning, or escalating tickets to the correct owners and queues.
Create ServiceNow dashboards and generate operational reports on SLA compliance.
Perform detailed ticket analysis to suggest system improvements and automation opportunities.
Requirements & Qualifications
Bachelor’s degree in Computer Science, Information Technology, or a related field.
8–10+ years of dedicated experience in IT operations and Identity and Access Management (IAM).
Proven leadership experience in managing offshore operational teams.
Strong working knowledge of IAM tools including Entra ID, Okta, and CyberArk.
Solid understanding of the broader ecosystem, including Active Directory (AD/AAD), ServiceNow, and HR Systems integration.
Hands-on experience with PowerShell scripting for automation features and Postman for API testing and troubleshooting.
Excellent communication, reporting, and stakeholder management skills.
Skills: access,drive,cyberark,automation,management,it,iam,operations,offshore,compliance

Work arrangement
Hybrid