IDAM IGA & PAM Technology Lead

POSITION RESPONSIBILITIES Percent of Time • Oversee 16x5 operations for Identity, Directory, and Access Management (IDAM) services, ensuring uninterrupted service and providing off-hours escalation support for high-priority incidents (P1, P2). • Provide technical leadership and oversight for all relevant IDAM services, focusing primarily on Identity Governance and Administration (IGA), Privileged Access Management (PAM), data flows, and related integrations. • Monitor and manage system performance to ensure maximum uptime, scalability, and security across in-scope IDAM platforms. • Supervise Level 2 (L2) and Level 3 (L3) support for identity and authentication issues for both end users and technology teams, ensuring timely resolution and high-quality user experiences. • Lead incident and problem management processes, ensuring service level agreements (SLAs) are consistently met, root causes are identified, and issues are effectively addressed to prevent recurrence. • Troubleshoot authentication failures and collaborate with application teams to resolve availability issues, maintaining system reliability and addressing critical challenges. • Supervise incident response and root cause analysis for authentication service outages, identity synchronization issues, and cybersecurity events to ensure timely recovery and mitigation. • Serve as a key point of contact and subject matter expert for relevant IDAM programs, providing technical guidance and strategic input for projects and initiatives. • Plan and supervise installations, maintenance, and changes across in-scope IDAM systems and services. • Identify opportunities to enhance IDAM services, introduce new features to support business objectives, build compelling business cases, and drive initiatives from conception to successful implementation. • Drive adherence to global IDAM policies and processes, ensuring secure and efficient access to Zoetis information systems for all users. • Ensure the ZICC IDAM team collaborates closely with Service Desk, Site Services, and Security Operations teams to enhance IAM support processes and optimize cross-team collaboration. • Oversee IDAM Data Hygiene activities, ensuring clean, accurate, and well-managed identity data across systems. Collaborate closely with HR and other stakeholders to maintain data quality and integrity. 100% ORGANIZATIONAL RELATIONSHIPS • Reports to ZICC-based IDAM Program Lead, with dotted line to US-based Head of IDAM and IDAM Operations Lead. • Be part of the global Technology Risk Management organization, which reports to the Chief Information Security Officer (CISO). • Collaborate regularly with ZTD application, business partner, and infrastructure teams. • Interact with external vendors or partners providing software, services, or APIs that require integration with IDAM systems, including establishing requirements, negotiating contracts, and facilitating technical integration. • Collaborate with implementation partners responsible for deploying, configuring, or maintaining integrated solutions within Zoetis IT landscape. Supervision Approximately 10 ZICC colleague members of the IDAM team. EDUCATION AND EXPERIENCE Education • University Degree in Computer Science or Information Systems is required • MS or advanced security/identity courses or other applicable certifications is desirable, including: o Certified Information Systems Security Professional (CISSP) Experience • Minimum 10+ years of experience in Information Systems. • 6+ years of detailed, hands-on experience with IDAM, including IGA and PAM. • 2+ years of experience in the pharmaceutical or other regulated industry, especially Animal Health. • Experience working with global teams across multiple time zones. • Proven experience in managing medium to large-scale, global IT projects. • Demonstrated ability to work within diverse technical teams. • Proven experience in leading technical teams and managing end-to-end solution delivery. • Strong experience collaborating with Managed Service Providers (MSPs), with a focus on ensuring quality and alignment. TECHNICAL SKILLS REQUIREMENTS This is a combination functional, technical, and leadership role. The ideal candidate will demonstrate proficiency in these areas and provide leadership with respect to specific technologies: • Identity Governance & Administration (IGA): o Expertise with SailPoint IdentityIQ (IIQ). o Proficiency in Identity Lifecycle, Access Request & Recertification, and User Provisioning/Deprovisioning. o Experience integrating IGA tools with MS Active Directory, ServiceNow, Workday, SAP, and other enterprise systems. o Strong development skills in Java, Beanshell, XML, or similar languages for customizing workflows, connectors, and creating REST APIs. o Solid database/SQL skills for data management and integration. o Knowledge of additional IGA platforms is a plus, such as SailPoint Identity Security Cloud (ISC), Saviynt, etc. • Privileged Access Management (PAM): o Expertise with password vault solutions such as Delinea Secret Server, including password rotation. o Experience with Just-in-Time Access (JITA) solutions like Netwrix SecureOne. o Experience integrating PAM solutions with Windows, Linux, Databases, Network Devices, etc. o Knowledge of additional PAM platforms is a plus, such as CyberArk, etc. • Data Hygiene: o Experience ensuring clean, accurate, and well-managed identity data across systems. o Proven ability to establish procedures for decommissioning access for departing employees and reassigning service accounts and entitlements. o Ability to collaborate with HR to ensure timely and accurate flows of authoritative user data. • End-User and Technology Team Support: o Provide or supervise Level 2 (L2) and Level 3 (L3) support for identity and authentication issues for both end users and technology teams. o Troubleshoot authentication failures and collaborate with application teams to resolve availability issues. o Support incident response and root cause analysis for authentication service outages, identity synchronization issues, and cybersecurity events. o Work closely with Service Desk, Site Services, and Security Operations teams to enhance IAM support processes. • Experience with Enterprise & Cloud Directories (Desirable): o Knowledge of Microsoft Active Directory (AD) management, including trust relationships. o Functional understanding of Microsoft Entra ID (formerly Azure AD), including Conditional Access Policies, Modern Authentication, Single Sign-On (SSO), and B2B trusts. o Proficiency in PowerShell scripting for automation and troubleshooting. o Ability to resolve authentication failures, replication issues, and service outages. • Desirable Skills: o Experience with Microsoft Power Apps is a plus, including building or customizing forms and applications to enhance identity-related workflows or integrations. o Experience with data analytics and automation tools, such as Alteryx, for streamlining workflows and troubleshooting data-related issues is a plus. o Familiarity with data warehousing concepts and the ability to collaborate effectively with teams managing data warehouses to support identity-related processes is a plus. • Must be fluent in both written and spoken English, with the ability to communicate effectively across technical and non-technical audiences. PHYSICAL POSITION REQUIREMENTS Availability to work between 1pm IST to 10pm IST hours (minimum 3 hours of daily overlap with US ET Time zone). Full time