L2 Operations Lead – IDAM

Deservely Technologies; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Deservely Technologies is seeking an experienced L2 Operations Lead for IDAM to manage end-to-end IAM services and incident lifecycle in a demanding 24x7 environment. You will handle provisioning, de-provisioning, and access governance while collaborating with Hosting, Security, and Networking teams.

Strong English communication is essential. Ideal candidates bring expertise in Azure AD, Active Directory, Okta, and CyberArk, with hands-on PowerShell and ITSM processes.

Qualifications

• 12 years of L2 identity and access management experience.
• Experience in a 24x7 support environment.
• Proficient in Azure AD and Active Directory administration.
• Okta administration and SSO troubleshooting.
• CyberArk operations and access provisioning.
• Experience with ITSM incident, problem and change processes.
• Clear written and spoken English.

Responsibilities

• End-to-end incident management from initial escalation to closure.
• Provisioning, modification, and de-provisioning of applications.
• Provide L1 and L2 operations support for IAM services.
• Troubleshoot misconfiguration, access and routing issues.
• Coordinate with hardware suppliers for break-fix and replacement.
• Back up and restore IAM service configuration.
• Provide periodic and on-demand reports; keep ServiceNow tickets current.
• Join RCA reviews; update SOPs and knowledge-base articles.
• Work with Hosting, Network Security, DLP and Malware tools on cross-tower issues.
• Identify opportunities for automation; participate in MIM calls.
• Drive monthly review calls and perform trend analysis.
• Participate in weekly engineering calls; act as human in the loop for Tier 0 access-request certification.

Skills

L2 support

Okta

CyberArk

Identity & Access Management (IAM)

Incident management

Azure AD / Entra ID

ITSM processes

PowerShell

Tools

Azure AD

Active Directory

Okta

CyberArk

ServiceNow

Semperis

CrowdStrike

Microsoft Defender

Veza

Job description

Level 2 operations role for identity and access management services. Support level L2 Operations Domain Identity & Access Management Scope Azure AD, Active Directory, Okta, CyberArk, Access Provisioning Support the client's identity and access services. Resolve L1/L2 incidents and escalates to L3 when needed. Process

• End-to-end incident management, from L1/L1.5 escalation to closure.
• Support provisioning, modification and de-provisioning of in-scope applications.
• Provide L1 and L2 operations support for IAM services.
• Troubleshoot misconfiguration, access and routing issues.
• Coordinate with hardware suppliers on break-fix and replacement.
• Back up and restore IAM service configuration.
• Provide periodic and on-demand reports.
• Keep ServiceNow tickets current, with clear resolution and closure notes.
• Join RCA reviews. Update SOPs and knowledge-base articles.
• Work with Hosting, Network Security, DLP and Malware Tools on cross-tower issues.
• Identify opportunities for automation.
• Take part in MIM calls, qualifying whether an incident meets the criteria for a Major Incident.
• Drive monthly review calls: prepare reports and run trend analysis.
• Take part in weekly engineering calls.
• Act as the human in the loop for Tier 0 access-request certification.

Tools Familiarity

• Azure AD
• Active Directory
• Okta
• CyberArk
• ServiceNow
• Semperis
• CrowdStrike (good to have)
• Microsoft Defender (good to have)
• Veza (entitlements management – ISPM)

Technologies

• Directory services
• Single sign-on and MFA
• Privileged access management
• Application access provisioning
• PowerShell

DRAFT – For internal review JD: L2 Operations Lead – IDAM | Page 2 Experience

• 12 years of L2 identity and access management experience
• 24x7 support environment
• Azure AD and Active Directory administration
• Okta administration and SSO troubleshooting
• CyberArk operations
• Access provisioning and reporting
• ITSM incident, problem and change processes
• Clear written and spoken English

Preferred Certifications

• Microsoft SC-300
• Okta Certified Professional
• CyberArk Defender
• Agile Practitioner certification

Skills: l2 support,okta,cyberark,identity & access management (iam),incident management,azure ad / entra id,itsm processes,powershell