IAM Operations Lead

Arcturus Consulting Services Inc.; Hyderabad; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Arcturus Consulting Services Inc. seeks an experienced IAM Operations Lead to oversee an offshore operations team delivering IAM L2 support on a 6-month contract.

The role covers Pune, Mumbai, Bengaluru, Chennai, Hyderabad, and Noida, coordinating with global desks and IT teams to maintain SLA-driven ticket handling. The ideal candidate has 8–10 years in IT operations/IAM, strong leadership capabilities, and hands-on automation via PowerShell and Postman, with expertise in Entra ID, Okta,

Qualifications

• 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 for automation 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.

Responsibilities

• 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 tickets to right owners/queues.
• Create ServiceNow dashboards and generate reports on SLA compliance.
• Perform ticket analysis to suggest improvements and automations.

Skills

IAM Operations

Leadership

Stakeholder management

Education

Bachelor's degree in Computer Science/IT

Tools

Entra ID

Okta

CyberArk

AD/AAD

ServiceNow

HR Systems

Job description

JOB DESCRIPTION

We are seeking an experienced IAM Operations Lead to oversee offshore operations team handling IAM L2 support for a 6-month contract engagement. The role is based in Pune/Mumbai/Bangalore/Chennai/Hyderabad/Noida.

Primary Skill:

IAM Operations

Technical Skill:

Entra ID/OKTA/CyberArk L2

Key Responsibilities:

• 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 automations

REQUIREMENTS

• 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