Job Description - IAM Operations Lead

Role Overview

The IAM Operations Lead is responsible for leading day-to-day Identity and Access Management (IAM) operational activities, ensuring secure, compliant, and timely access for users across enterprise systems. The role provides operational leadership for IAM L1/L2 services, acts as the primary escalation point for complex access issues, and ensures adherence to SLAs, policies, and regulatory requirements.

This role works closely with IAM Engineering, GRC, HR, IT Service Management, and application teams to maintain operational excellence and continuously improve IAM service delivery.

Key Responsibilities - IAM Operations Leadership

• Lead daily IAM operations across L1 and L2 support queues, ensuring SLA and quality compliance.
• Act as the first escalation point for complex access issues, emergency requests, and operational exceptions.
• Guide and mentor IAM Operations analysts, providing functional direction and peer leadership.
• Monitor ticket queues, workload distribution, and shift coverage to ensure uninterrupted service delivery.

Identity Lifecycle & Access Management

• Oversee and execute Joiner, Mover, Leaver (JML) processes including onboarding, role changes, transfers, and terminations.
• Provision, modify, and revoke access across Active Directory, Entra ID, and enterprise applications.
• Manage birthright access, role-based access control, persona updates, and entitlement administration.
• Perform emergency access changes and urgent terminations in accordance with security procedures.

Directory & Account Management

• Manage Active Directory and Entra ID user and group operations, including creation, modification, and deletion.
• Handle primary, secondary, admin, and service account lifecycle management.
• Support identity merging, account claiming, and group lifecycle management.
• Ensure accurate documentation and audit trails for all access changes.

Continuous Improvement & Automation

• Identify opportunities to streamline and automate IAM operational processes.
• Support IAM platforms such as SailPoint IdentityIQ or equivalent IGA tools.
• Provide operational inputs to improve access request catalogs, workflows, and automation initiatives.

Required Skills & Experience

• 5-8 years of experience in IAM Operations, Identity Administration, or Access Management.
• Strong hands-on experience with Active Directory and Azure AD / Entra ID.
• Proven experience with Joiner-Mover-Leaver (JML) processes and access provisioning.
• Experience working with ITSM tools and ticket-based operations.
• Ability to handle sensitive access requests with confidentiality and precision.

Preferred Qualifications

• Exposure to Identity Governance platforms such as SailPoint.
• Experience in regulated environments such as healthcare or financial services.
• Knowledge of access certifications, audits, and compliance controls.

Behavioral & Leadership Competencies

• Strong operational discipline and attention to detail.
• Clear and effective communication with technical and business stakeholders.
• Ownership mindset with focus on service quality and continuous improvement.
• Ability to lead by influence and guide peers without formal people-management responsibility.