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)