L2 Operations Lead - IDAM

L2 Operations Lead - IDAM

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 clients identity and access services. Resolve L1/L2 incidents and escalate 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

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