Shift lead ( Access Management )

Job Summary

Shift lead (Access Management) - Hyderabad, India; Hybrid

Job Level: Senior Officer

The Shift Lead is a senior operational role accountable for the health and continuity of alterDomus Identity and Access Management services during their assigned shift. This role sits at the intersection of hands-on execution and shift-level leadership, ensuring that access requests, certifications and privileged operations are actioned accurately and within SLA.

Leading a small team of cross-skilled Access Management Analysts, the Shift Lead will own shift-level BAU delivery across the three IAM pillars: Identity Governance (SailPoint IdentityNow), Customer Identity (Okta / Auth0), and Privileged Access (CyberArk PAM, EPM WPM). We are hiring three Shift Leads, one for each of Shift A, B and C, and the role reports directly to the Team Lead IAM Operations.

Your Responsibilities

• Act as the single point of accountability for triage and workload allocation across the shift.
• Own first-level escalation for P1/P2 incidents during the shift, engaging the Team Lead IAM Operations as needed.
• Monitor real-time SLA and queue health, rebalancing work across SailPoint, Okta/Auth0 and CyberArk queues.
• Prepare and deliver a structured handover to the incoming shift.
• Manage on-call/escalation coverage for the shift in line with the teams operational model.

Identity Governance Administration SailPoint IdentityNow / Identity Security Cloud

• Process joiner/mover/leaver (JML) lifecycle requests, access requests, and role-based access control (RBAC) assignments.
• Action access certification and recertification tasks within the shift.
• Support maintenance of source/target connectors and flag anomalies to the Team Lead.

Customer Workforce Identity Okta / Auth0

• Resolve MFA, adaptive authentication and SSO federation (SAML/OIDC) break-fix requests.
• Support B2B/B2C user journey issues and escalate anomalous authentication activity.

Privileged Access Management CyberArk PAM, EPM WPM

• Perform and approve privileged account operations: vault access, session recording checks and just-in-time (JIT) provisioning approvals.
• Support CyberArk Endpoint Privilege Manager (EPM) application control and least-privilege policy administration during the shift.
• Action privilege entitlement review and attestation tasks as scheduled.

Coaching Quality

• Coach and validate the cross-skilling competency of Access Management Analysts on the shift across all three platforms.
• Support quality assurance sampling and contribute to root-cause analysis for SLA breaches.

Your Profile

• 4+ years of hands-on experience in Identity Access Management or Privileged Access Management operations.
• Working exposure to at least two of SailPoint, Okta/Auth0 and CyberArk, with willingness to cross-skill on the third.
• Experience triaging and resolving access management tickets within defined SLAs.
• Prior experience with privileged access/vault operations (CyberArk) is highly desirable.
• Demonstrated ability to work independently during unsupervised night or off-hours shifts.
• Familiarity with identity protocols such as SAML, OAuth 2.0, OIDC, or SCIM is an advantage.

Nice to Have

• Experience coaching or mentoring junior team members.
• Platform certifications (SailPoint, CyberArk, Okta/Auth0).
• Exposure to ITSM/ticketing tools (e.g., ServiceNow).