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.
- Strong 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.
- Strong 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
