Job Description

Lead the Identity Operations team, managing shift schedules, on-call rotations, and team rosters to ensure continuous coverage and reliable support for identity services. Drive a culture of operational excellence by setting standards for first-contact resolution, shift-left practices, and proactive incident management. Provide guidance and support for troubleshooting complex identity-related issues, including MFA and Conditional Access failures, SSO and token errors, service principal misconfigurations, device join issues, and directory synchronization errors. Monitor service health, identity logs, and alerts at the team level, ensuring timely mitigation of risks, compliance adherence, and platform reliability. Lead post-incident reviews and root-cause analysis, translating insights into automation, self-service tools, and process improvements to reduce manual effort and recurring issues. Collaborate with engineering partners to implement automation-first solutions, improve operational workflows, and incorporate customer feedback into service refinements. Mentor, develop, and coach team members on technical skills, operational best practices, and incident management. Work in scheduled shift and on-call rotations to provide continuous operational support for identity services. 10+ years of experience in security operations, IT operations, technical support, or engineering roles supporting production systems, including several years leading teams or managing operations coverage. Demonstrated experience managing team schedules, shift rotations, and on-call coverage to ensure operational reliability. Strong understanding of identity and access fundamentals, including authentication and authorization protocols (OAuth 2.0, OIDC, SAML, certificate-based authentication) and common token flows. Experience supporting directory synchronization and device identity, including Entra Connect or Cloud Sync, Azure AD joined, hybrid joined, and registered devices, and understanding how device posture influences Conditional Access. Working knowledge of application identity, including app registrations, delegated and application permissions, consent flows, API scopes, and identifying common configuration issues. Ability to analyze identity logs and telemetry (sign-in, audit, token, provisioning) using tools like the Azure portal, KQL, Graph Explorer, Azure Monitor, or IcM. Demonstrated troubleshooting and automation mindset, with experience mentoring engineers, improving operational processes, and driving automation-first solutions. Familiarity with automation tools and source control, including Git/GitHub and CI/CD pipelines. Experience with monitoring and incident management tools such as Azure Monitor, Kusto, Grafana, or IcM. Strong interest in improving operational reliability, team efficiency, and customer experience. Practical scripting experience using PowerShell and/or Python. Proven ability to lead and develop high-performing teams, with experience in coaching, career development, and fostering operational excellence.

Skills Required