L2 Operations Lead – Identity & Access Management (IDAM)

Job Title : L2 Operations Lead – Identity & Access Management (IDAM)

Experience : 5+ Years

Location : Gurugram Sector 59, Haryana

Work Mode : Hybrid

Support Level : L2 Operations

Domain : Identity & Access Management (IDAM)

Job Summary :

We are looking for an experienced L2 Operations Lead – IDAM to manage and support enterprise Identity and Access Management services. The ideal candidate should have hands-on experience with Azure AD (Microsoft Entra ID), Active Directory, Okta, CyberArk, access provisioning, and ITSM processes.

The role involves handling L1 / L2 escalations, troubleshooting identity and access issues, supporting privileged access management, maintaining operational documentation, participating in incident reviews, and coordinating with L3 engineering and other infrastructure teams to ensure service stability and security.

Mandatory Skills : IDAM, IAM, L2 Operations, Azure AD, Microsoft Entra ID, Active Directory, Okta, CyberArk, PAM, SSO, MFA, Access Provisioning, PowerShell, ServiceNow, Incident Management, ITIL, Identity Governance.

Key Responsibilities :

• Provide L1 / L2 operational support for Identity and Access Management services in an enterprise environment.
• Manage end-to-end incident resolution, from L1 / L1.5 escalation through investigation, resolution, and closure.
• Administer user access provisioning, modification, de-provisioning, and application access requests.
• Troubleshoot Azure AD, Active Directory, Okta, SSO, MFA, authentication, authorization, and access-related issues.
• Support CyberArk operations, privileged access management (PAM), and access control processes.
• Investigate directory service misconfigurations, access failures, and identity-related connectivity or routing issues.
• Maintain accurate ServiceNow tickets with clear investigation details, resolution steps, and closure notes.
• Participate in Major Incident Management (MIM) calls and assess whether incidents meet major incident criteria.
• Support root cause analysis (RCA), problem management, and change management activities.
• Maintain and update standard operating procedures (SOPs), knowledge-base articles, and operational documentation.
• Perform or coordinate backup and restoration of IAM service configurations, as applicable.
• Prepare periodic and on-demand operational reports, analyze incident trends, and present service performance updates.
• Lead or facilitate monthly service review meetings and participate in weekly engineering calls.
• Coordinate with Hosting, Network Security, DLP, Malware Protection, and other infrastructure teams to resolve cross-functional issues.
• Coordinate with relevant vendors for break-fix support and replacement of applicable infrastructure components.
• Support access-request certification and validation activities as part of Tier 0 access operations.
• Identify opportunities to automate repetitive IAM operations using PowerShell and other supported tools.
• Follow security policies, access governance standards, and operational compliance requirements.

Required Technical Skills :

• Identity & Directory Services : Azure AD (Microsoft Entra ID), Active Directory.
• Identity and Access Management : User lifecycle management, access provisioning, de-provisioning, access reviews, and entitlement management.
• SSO & Authentication : Single Sign-On (SSO), Multi-Factor Authentication (MFA), authentication and authorization troubleshooting.
• Privileged Access Management : CyberArk administration and operational support.
• Identity Platform : Okta administration and troubleshooting.
• ITSM : ServiceNow incident, problem, and change management.
• Scripting : PowerShell for troubleshooting, administration, and operational automation.
• Documentation & Reporting : SOPs, knowledge-base management, incident reporting, and trend analysis.

Preferred Tools & Technologies :

• Semperis
• Veza – Identity Security Posture Management (ISPM) and entitlement management
• CrowdStrike
• Microsoft Defender

Experience Requirements :

• 5+ years of relevant experience in Identity & Access Management, identity operations, or directory services administration.
• Hands-on experience in L2 production support and incident management.
• Experience supporting enterprise IAM environments with Azure AD, Active Directory, Okta, and / or CyberArk.
• Understanding of 24x7 operational support, escalation management, and service restoration processes.
• Experience working with ITIL-based incident, problem, and change management processes.
• Ability to coordinate with L3 engineering teams, security teams, infrastructure teams, and external vendors.
• Strong analytical, troubleshooting, documentation, and communication skills.
• Good verbal and written English communication skills.

Preferred Certifications :

• Microsoft Certified: Identity and Access Administrator Associate (SC-300)
• Okta Certified Professional
• CyberArk Defender
• Agile Practitioner Certification

Ideal Candidate Profile :

The ideal candidate is a hands-on IAM operations professional with strong troubleshooting skills, experience handling L2 escalations, and the ability to coordinate operational activities across multiple teams. Candidates with practical experience in directory services, SSO/MFA, privileged access management, access lifecycle operations, and ServiceNow are preferred.

Skills

Identity management, Identity & Access Management, L2 Operations, Azure AD, Microsoft Entra ID, Active Directory, Okta, CyberArk, SSO, Access Provisioning, Powershell, ServiceNow, Incident management, ITIL, Identity Governance