Identity & Access Management Lead

Job Description

Key Responsibilities:

1. Technical Leadership & Operations

• Serve as the technical escalation point for complex issues across Active Directory, Microsoft Entra ID, ADCS, ADFS, File Servers, and Certificate Management.
• Perform daily operations, maintenance, and advanced troubleshooting of identity infrastructure services.
• Oversee permission management for on-prem and cloud file servers, ensuring adherence to security and compliance standards.
• Manage and maintain AD Certificate Services and Public Key Infrastructure (PKI), including renewal, deployment, and lifecycle processes.
• Support and manage Active Directory Federation Services (ADFS) and integration with cloud and SaaS applications.
• Actively participate in incident management, problem resolution, change control, and root cause analysis.

1. Team & Shift Management

• Lead a global support team including shift scheduling, resource allocation, and workload balancing.
• Guide and mentor beginner, intermediate and expert level engineers, fostering skill development and continuous learning.
• Ensure quality control in operational coverage and incident response by managing support rotations and shifts effectively.
• Conduct regular team meetings, performance reviews, and goal tracking.

1. Customer Satisfaction & Escalation Handling

• Manage high-priority incidents and ensure timely communication and resolution to maintain customer satisfaction.
• Act as the primary contact for onshore customers and stakeholders for technical and operational updates.
• Collaborate with cross-functional teams to ensure seamless support for end users.

1. Documentation & Compliance

• Create and maintain detailed documentation, including standard operating procedures (SOPs), architectural diagrams, and technical runbooks.
• Ensure all systems and operations comply with internal policies and external regulations (e.g., ISO, SOC, GDPR).

Skillset/Qualification:

Technical Skills

• 10+ years of experience in IT infrastructure, with at least 3 years in a technical lead or senior engineer role.
• Active Directory (design, GPO, DNS, sites and services)
• Microsoft Entra ID (Azure AD), including conditional access, identity protection, and SSO
• Active Directory Certificate Services (ADCS) and Public Key Infrastructure (PKI)
• Active Directory Federation Services (ADFS)
• File Server and cloud-based permission management
• Solid understanding of identity lifecycle management, access controls, and security best practices.
• Proficiency with PowerShell scripting for automation and management.
• Experience with incident management tools (e.g., ServiceNow, Helix, Jira).
• Experience with hybrid identity setups and cloud infrastructure (e.g., Microsoft 365, Azure, Intune) is a plus.

Leadership & Soft Skills

• Proven leadership in managing technical teams and shift operations.
• Strong communication and interpersonal skills with a customer-first mindset.
• Demonstrated ability to handle escalations and resolve issues under pressure.
• Ability to work independently while coordinating with distributed teams.

Preferred Qualifications:

• Microsoft certifications such as MS-100, MS-101, SC-300, or Azure Administrator Associate.
• ITIL Foundation certification.
• Experience working in regulated environments or large enterprise settings.