Spydra - iAM Operations Lead

Technical Skill
Entra ID/OKTA/ CyberArk 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 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.
Strong 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)

Work arrangement
No