IAM​/CIAM Lead

The  Lead will play a key role in ensuring smooth operations, incident resolution, and service continuity for  platform. This role involves hands‑on troubleshooting, platform monitoring, quality management, and collaboration with L3 engineering and business stakeholders to ensure a secure and seamless digital identity experience.

The  lead will act as the escalation and primary liaison point for customer, be the lead for operational support, and responsible for adherence to SLAs, change management procedures, and best practices defined by client and Vendor.

• Lead the L2 Support team across India and the US, ensuring 24x7 operational coverage and SLA adherence.
• Act as the primary point of contact between the customer, Vendor delivery teams, and  engineering for escalations and service continuity.
• Coordinate with L3 engineering, implementation, and security/fraud operations teams to drive timely incident resolution and system improvements.
• Review and approve Root Cause Analyses (RCA), ensuring preventive and corrective actions are implemented.
• Mentor and guide junior engineers, ensuring consistent service quality and technical upskilling across regions.
• Conduct regular operational governance reviews, provide performance metrics, and identify optimization opportunities.
• Drive process standardization and automation initiatives to enhance service efficiency and reduce manual effort.
• Collaborate with business and technical stakeholders to prioritize platform enhancements and ensure seamless integration with enterprise systems.

• Troubleshoot authentication, onboarding, and verification issues.
• Escalate unresolved issues to L3 Engineering, providing detailed incident documentation, logs, etc.

ETHEREUM TECHNOLOGIES LLC is an equal opportunity employer inclusive of female, minority, disability and veterans, (M/F/D/V). Hiring, promotion, transfer, compensation, benefits, discipline, termination and all other employment decisions are made without race, color, religion, sex, sexual orientation, gender identity, age, disability, national origin, citizenship/immigration status, veteran status or any other protected status. ETHEREUM TECHNOLOGIES LLC will not make any posting or employment decision that does not comply with applicable laws relating to labor and employment, equal opportunity, employment eligibility requirements or related matters.

Nor will ETHEREUM TECHNOLOGIES LLC require in a posting or otherwise U.S. citizenship or lawful permanent residency in the U.S. as a condition of employment except as necessary to comply with law, regulation, executive order, or federal, state, or local government contract.