IAM Technical Lead/Service Delivery Lead

What the role needs

• IAM Technical Lead / Service Delivery Lead
• Provide technical oversight and escalation support for incidents, service requests, problems, changes, major incidents, security issues, and production escalations.
• Perform and lead Root Cause Analysis (RCA) for recurring or major IAM incidents and drive permanent corrective and preventive actions.
• Analyze support trends, recurring incidents, ticket volumes, backlog, aging, and service performance to identify opportunities for improvements.
• Drive continuous service improvement, including ticket reduction, automation, self-service, shift-left, operational standardization, monitoring improvements, and knowledge management.
• Identify repetitive IAM operational activities that can be automated using REST APIs, PowerShell, scripting, workflow automation, or platform-native capabilities.
• Develop and maintain runbooks, SOPs, troubleshooting guides, knowledge articles, architecture/design documentation, operational procedures, and support documentation.
• Monitor IAM platform health, operational metrics, security risks, incidents, and service performance, and proactively resolve issues impacting service quality.
• Responsible for IAM service quality and operational outcomes, including SLA/KPI performance, platform stability, incident reduction, backlog management, automation, and continuous service improvement.
• Participate in periodic service, operational, technical, and planning reviews with client and internal stakeholders.
• Provide technical leadership, mentoring, and guidance to onsite and offshore IAM engineering and support teams.
• Participate in capacity and staffing planning based on project demand, ticket volumes, operational requirements, technology roadmap, and service improvement initiatives.

From the employer

IAM Technical Lead / Service Delivery Lead About the role Experienced Identity and Access Management (IAM) Technical Lead / Service Delivery Lead with strong technical and operational experience across Saviynt, Astrix Security, Microsoft Entra ID, Azure AD B2C / Entra External ID, and Cisco Duo. The role will provide technical leadership and service delivery oversight for a large-scale enterprise IAM environment covering approximately 72K Saviynt users, 19K Astrix-managed accounts, 800 applications across Entra ID/B2C/Duo, and approximately 2,000 L1/L1.5 support tickets per month. The individual will be responsible for ensuring platform stability, SLA/KPI performance, incident and problem management, technical escalations, engineering enhancements, automation, continuous service improvement, and effective delivery through onsite/offshore teams. In this role, you will: · Provide technical oversight and escalation support for incidents, service requests, problems, changes, major incidents, security issues, and production escalations. · Perform and lead Root Cause Analysis (RCA) for recurring or major IAM incidents and drive permanent corrective and preventive actions. · Analyze support trends, recurring incidents, ticket volumes, backlog, aging, and service performance to identify opportunities for improvements. · Drive continuous service improvement, including ticket reduction, automation, self-service, shift-left, operational standardization, monitoring improvements, and knowledge management. · Identify repetitive IAM operational activities that can be automated using REST APIs, PowerShell, scripting, workflow automation, or platform-native capabilities. · Develop and maintain runbooks, SOPs, troubleshooting guides, knowledge articles, architecture/design documentation, operational procedures, and support documentation. · Monitor IAM platform health, operational metrics, security risks, incidents, and service performance, and proactively resolve issues impacting service quality. · Responsible for IAM service quality and operational outcomes, including SLA/KPI performance, platform stability, incident reduction, backlog management, automation, and continuous service improvement. · Participate in periodic service, operational, technical, and planning reviews with client and internal stakeholders. · Provide technical leadership, mentoring, and guidance to onsite and offshore IAM engineering and support teams. · Participate in capacity and staffing planning based on project demand, ticket volumes, operational requirements, technology roadmap, and service improvement initiatives. · Ensure projects, enhancements, and operational deliverables are completed within agreed scope, cost, quality, and timelines. · Collaborate effectively with IAM, Cybersecurity, Infrastructure, Cloud, Application, Service Management, and Business teams to resolve issues and deliver IAM capabilities. · Develop and present client documentation, status reports, operational dashboards, service metrics, risks/issues, improvement plans, and performance reports. · Demonstrate strong client-facing communication, stakeholder management, analytical, troubleshooting, and problem-solving capabilities. We strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a remote position open to qualified applicants in the United States. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs. The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations. What you need to have to be considered · Minimum 10+ years of experience in Identity and Access Management, Cybersecurity, or Information Security, with demonstrated experience managing and delivering enterprise-scale IAM solutions and services. · Strong hands-on and technical leadership experience with Saviynt Identity Governance and Administration (IGA), including architecture, requirements gathering, solution design, implementation, configuration, testing, deployment, production support, and troubleshooting. · Experience delivering major Saviynt initiatives including upgrades, migrations, application onboarding, enhancements, customizations, security remediation, and platform stabilization. · Strong experience with Joiner/Mover/Leaver (JML) processes, access requests, approval workflows, birthright access, provisioning/deprovisioning, role-based access, and access reviews/certifications. · Experience integrating Saviynt with enterprise systems such as Active Directory, Microsoft 365, SAP, Salesforce, Ariba, Hyperion, Informatica, and other enterprise/cloud applications. · Hands-on experience with Saviynt connectors, REST/API integrations, workflows, and custom integrations/connectors. · Strong experience with Microsoft Entra ID, including enterprise application onboarding, SSO, authentication, authorization, application registrations, federation, MFA, Conditional Access, and identity lifecycle management. · Experience with Azure AD B2C and/or Microsoft Entra External ID, including customer/external identity scenarios, application integrations, authentication flows, and production support. · Strong knowledge of federation and modern authentication standards including SAML 2.0, OAuth 2.0, and OpenID Connect (OIDC). · Experience troubleshooting complex SSO, authentication, authorization, federation, token/claim, provisioning, synchronization, and identity lifecycle issues. · Experience with Cisco Duo MFA, including application integrations, MFA policies, user enrollment, authentication troubleshooting, and operational support. · Experience with Astrix Security or equivalent Non-Human Identity (NHI) / Machine Identity Security solutions is strongly preferred. · Good understanding of non-human identities, including service accounts, application identities, API keys, tokens, secrets, OAuth applications, workloads, and machine-to-machine identities. · Experience supporting discovery, inventory, lifecycle management, risk identification, governance, and remediation of non-human identities. · Strong experience managing and supporting high-volume enterprise IAM production environments, including L1/L1.5, L2, and L3 support functions. This will help you stand out · Zero Trust architecture • Identity Security Posture Management • Privileged Access Management • Cloud Identity Security • AI/automation-enabled IAM operations • Experience supporting large enterprise environments with 50K+ identities, hundreds of applications, and high-volume IAM support operations · Leadership & Behavioral Skills • Strong technical leadership and ability to guide distributed IAM teams. • Excellent client-facing and stakeholder-management skills. • Ability to translate complex IAM issues into clear technical and business impact. • Strong ownership and accountability for service outcomes. • Ability to operate effectively across both BAU/managed services and engineering/transformation initiatives. • Strong focus on automation, operational efficiency, security, service quality, and measurable continuous improvement. Salary and Other Compensation : Applications will be accepted until November 20, 2026. The annual salary for this position is between $100,000 - $160,000 depending on experience and other qualifications of the successful candidate. This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans. Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements: · Medical/Dental/Vision/Life Insurance · Paid holidays plus Paid Time Off · 401(k) plan and contributions · Long-term/Short-term Disability · Paid Parental Leave · Employee Stock Purchase Plan Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law. Additional employment information Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law. Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview. Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws. Applicants for US based positions must be currently authorized to work for any employer in the United States. The company is unable to provide employment-based immigration sponsorship for US based positions. If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com for roles based in the Americas or CareersIndia2@cognizant.com for roles based in India. About Cognizant: Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.