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Deservely Technologies Pvt Ltd

Level 2 operations role for identity and access management services. Support level L2 Operations
Domain Identity &amp; Access Management Scope Azure AD, Active Directory, Okta, CyberArk, Access Provisioning
Support the client's 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
DRAFT – For internal review
JD: L2 Operations Lead – IDAM | Page 2
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