Operations Manager - Identity & Access Management (IAM)

Job Title: Operations Manager – Identity & Access Management (IAM)\nExperience: 13+\nLocation: Pune\n\nJob Summary:\nExperienced Operations Manager – IAM responsible for end-to-end delivery, operations, and\ngovernance of IAM services across enterprise and cloud environments. The role focuses on\nservice delivery, stakeholder management, SLA adherence, and driving IAM transformation\ninitiatives, while ensuring secure and scalable access management.\n\nKey Responsibilities:\nOperations Manager:\nLed end-to-end P0/P1 incident management as Incident Commander, driving war rooms/bridge\ncalls and reducing MTTR through rapid decision-making and cross-team coordination\nOwned SLA compliance (response & resolution), proactively identifying risks and driving\nimprovements in MTTR, MTTD, and overall service reliability\nDirected major incident bridge calls, ensuring structured execution, clear task ownership,\nand timely resolution across Infra, App, Network, and vendor teams\nActed as primary stakeholder SPOC, managing escalations and delivering clear\ncommunication on incident impact, status, and recovery timelines\nConducted deep Root Cause Analysis (RCA) across infrastructure, application, and network\nlayers to identify true failure points\nLed blameless post-mortems, driving actionable engineering fixes and preventive measures\nto eliminate repeat incidents\nDeveloped and maintained runbooks, SOPs, and automated remediation workflows,\nimproving operational efficiency and reducing manual intervention\nDrove operational governance and team leadership for L1/L2/L3 support, ensuring 24x7\nreadiness, strong ticket hygiene, and a culture of accountability and continuous improvement.\n\nService Delivery & Operations:\nOwn end-to-end IAM service delivery including provisioning, access management, SSO,\nMFA, and PAM.\nEnsure adherence to SLAs, KPIs, and operational excellence standards.\nManage incidents, escalations (Sev 0/1), and ensure timely resolution with RCA.\nOversee identity lifecycle management (joiner, mover, leaver processes).\n\nGovernance & Technical Oversight:\nDrive IAM governance, policies, and access control frameworks (RBAC, least privilege).\n\nLead access reviews, audits, and compliance activities.\nEnsure alignment with security standards and regulatory requirements.\nAct as primary point of contact for customers and stakeholders.\nManage delivery risks, dependencies, and mitigation plans.\nProvide regular service reviews, reporting, and executive updates.\nOversee customer onboarding, transitions, and steady-state operations.\nProvide oversight for IAM platforms: Azure AD (Entra ID), AWS IAM, Okta, Ping Identity.\nEnsure effective implementation of SSO, MFA, federation (SAML, OAuth, OIDC).\nGuide teams on IAM integrations with applications and cloud platforms.\nDrive automation initiatives using PowerShell, Python, or similar tools.\nTeam & Delivery Management:\nLead and manage IAM engineers and support teams.\nDrive resource planning, performance management, and skill development.\nEnsure 24x7 support readiness and operational stability.\nIdentify and implement process improvements and automation opportunities.\nDrive innovation in IAM practices and tools.\nImprove service reliability, efficiency, and user experience.\n\nRequired Skills and Qualifications:\n13+ years of experience in IAM, Security Operations, or Identity Governance, with delivery\nownership.\nHands-on experience with IAM tools: Azure AD, AWS IAM, Okta, Ping Identity.\nStrong understanding of IAM protocols: SAML, OAuth 2.0, OpenID Connect.\nExperience with Active Directory, LDAP, and PAM solutions.\nProven experience in service delivery, incident management, and stakeholder handling.\nStrong knowledge of ITIL processes (Incident, Change, Release Management).\nExcellent communication and leadership skills.