Tower Lead - IAM Operations

Tower Lead - IAM Operations

The Tower Lead for Support & Operations plays a critical role in ensuring the effective management and oversight of Identity and Access Management (IAM) operations, with a particular focus on Cyber Ark Privileged Access Management (PAM). This position is responsible for timely resolution of escalations, maintaining operational hygiene, and driving initiatives that enhance service delivery in alignment with organizational goals.

Key Responsibilities:

• Ensure the generation of tower level employee engagement and employee net revenue by implementing effective IAM strategies and initiatives.
• Oversee the timely resolution of escalations and crises, ensuring all tasks are completed in accordance with agreed service level agreements (SLAs).
• Validate and oversee operational hygiene by regularly reviewing reports and ensuring all services are aligned with the statement of work (SOW).
• Foster positive customer satisfaction by developing new initiatives and frameworks that enhance service quality and client engagement.
• Implement and oversee the profit improvement plan (PIP) by driving automation and self-initiated projects to improve operational efficiency.

Skill Requirements:

• Proficiency in IAM operations management and Cyberark PAM (Vault, PVWA, CPM & PSM).
• Strong understanding of operational metrics and SLA management.
• Experience in developing customer satisfaction frameworks.
• Knowledge of automation tools and processes aimed at operational improvement.

Other Requirements:

• Relevant certifications in Cyberark PAM are optional but valuable.
• Maximum salary (US): 125000
• Minimum salary (US): 110000

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products.

We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.

A candidate's pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program;

401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.