Operations Manager - Identity & Access Management (IAM)

Job Title: Operations Manager – Identity & Access Management (IAM)

Experience: 13+

Location: Pune

Job Summary:

Experienced Operations Manager – IAM responsible for end-to-end delivery, operations, and

governance of IAM services across enterprise and cloud environments. The role focuses on

service delivery, stakeholder management, SLA adherence, and driving IAM transformation

initiatives, while ensuring secure and scalable access management.

Key Responsibilities:

Operations Manager:

 Led end-to-end P0/P1 incident management as Incident Commander, driving war rooms/bridge

calls and reducing MTTR through rapid decision-making and cross-team coordination

 Owned SLA compliance (response & resolution), proactively identifying risks and driving

improvements in MTTR, MTTD, and overall service reliability

 Directed major incident bridge calls, ensuring structured execution, clear task ownership,

and timely resolution across Infra, App, Network, and vendor teams

 Acted as primary stakeholder SPOC, managing escalations and delivering clear

communication on incident impact, status, and recovery timelines

 Conducted deep Root Cause Analysis (RCA) across infrastructure, application, and network

layers to identify true failure points

 Led blameless post-mortems, driving actionable engineering fixes and preventive measures

to eliminate repeat incidents

 Developed and maintained runbooks, SOPs, and automated remediation workflows,

improving operational efficiency and reducing manual intervention

 Drove operational governance and team leadership for L1/L2/L3 support, ensuring 24x7

readiness, strong ticket hygiene, and a culture of accountability and continuous improvement.

Service Delivery & Operations:

 Own end-to-end IAM service delivery including provisioning, access management, SSO,

MFA, and PAM.

 Ensure adherence to SLAs, KPIs, and operational excellence standards.

 Manage incidents, escalations (Sev 0/1), and ensure timely resolution with RCA.

 Oversee identity lifecycle management (joiner, mover, leaver processes).

Governance & Technical Oversight:

 Drive IAM governance, policies, and access control frameworks (RBAC, least privilege).

 Lead access reviews, audits, and compliance activities.

 Ensure alignment with security standards and regulatory requirements.

 Act as primary point of contact for customers and stakeholders.

 Manage delivery risks, dependencies, and mitigation plans.

 Provide regular service reviews, reporting, and executive updates.

 Oversee customer onboarding, transitions, and steady-state operations.

 Provide oversight for IAM platforms: Azure AD (Entra ID), AWS IAM, Okta, Ping Identity.

 Ensure effective implementation of SSO, MFA, federation (SAML, OAuth, OIDC).

 Guide teams on IAM integrations with applications and cloud platforms.

 Drive automation initiatives using PowerShell, Python, or similar tools.

Team & Delivery Management:

 Lead and manage IAM engineers and support teams.

 Drive resource planning, performance management, and skill development.

 Ensure 24x7 support readiness and operational stability.

 Identify and implement process improvements and automation opportunities.

 Drive innovation in IAM practices and tools.

 Improve service reliability, efficiency, and user experience.

Required Skills and Qualifications:

 13+ years of experience in IAM, Security Operations, or Identity Governance, with delivery

ownership.

 Hands-on experience with IAM tools: Azure AD, AWS IAM, Okta, Ping Identity.

 Strong understanding of IAM protocols: SAML, OAuth 2.0, OpenID Connect.

 Experience with Active Directory, LDAP, and PAM solutions.

 Proven experience in service delivery, incident management, and stakeholder handling.

 Strong knowledge of ITIL processes (Incident, Change, Release Management).

 Excellent communication and leadership skills.