IAM Manager

This is a fully remote position, open to applicants in India.

📋 Description

• Manage the daily intake of access requests through ServiceNow, ensuring that all submissions contain necessary information such as employee identity, manager, employment type, location, and access intent, while adhering to approved provisioning workflows.

• Take ownership of the IAM escalation protocol across all tiers: Tier 1 (Day 1–3): Guarantee that IAM Provisioners/Analysts conduct standard follow-ups on open tickets.

• Tier 2 (Day 4–8): Act as the designated escalation point with tracking and documentation of service level agreements (SLAs).

• Tier 3 (Day 8–10): Organize cross-functional escalation meetings with the IAM Director.

• Tier 4+ (Day 10–14): Oversee the transfer to Partnership Success and executive stakeholders, providing formal incident reports.

• Monitor and uphold IAM SLAs: client access provisioning must be completed within 14 days of an approved request; termination SLA is set at 24 hours.

• Collaborate with Risk, Compliance, and Audit teams to fulfill regulatory and internal control obligations (HIPAA, SOC 2, HITRUST).

• Identify and streamline manual, repetitive intake and escalation processes—addressing manual provisioning as a form of technical debt.

• Work alongside IAM engineering to integrate intake workflows into SailPoint, ServiceNow Flow Designer, and Entra ID for enhanced automation.

• Act as the IAM liaison with Partnership Success for client-facing escalation communications.

• Engage in request fulfillment activities—this will comprise 40% or more of your workload.

⛳️ Requirements

• A Bachelor’s degree in Information Technology, Cybersecurity, Computer Science, or a related field (or equivalent work experience).

• More than 5 years of experience in Identity & Access Management, security provisioning, or access governance.

• At least 2 years of experience in a leadership or management role.

• Practical experience with ServiceNow (Service Catalog, Access Requests, Workflows, incident management).

• A solid understanding of IAM principles: RBAC, identity lifecycle (Joiner/Mover/Leaver), least privilege, and access governance.

🏝️ Benefits

• Comprehensive health insurance coverage for the associate, two children, and parents, supporting physical and financial well-being beyond the workplace.

• Accidental insurance coverage for the associate, providing an additional layer of security.

• Professional development programs with reimbursement support to assist in upskilling and growing with confidence.

• A workplace that fully complies with labor laws, including maternity and paternity benefits.

• Thoughtful experiences such as welcome kits, company merchandise, and work anniversary gifts that acknowledge your journey with us.

• Benefits designed to support you at various stages of life and career, not just on your first day.