Senior IAM Technical Lead/SME

Senior IAM Technical Lead

Experience: 6 to 10 years in enterprise IT, with at least 4 years focused on Identity & Access Management (IAM) technologies.

Location: Bangalore, India (Work from office)

Reporting To: Service Delivery Head

Team Size: 8-10 Customer Success & Support Specialists

Scope: Global Customer Base, Priority on Indian Enterprise Accounts

About Cross Identity

Cross Identity is a global leader in Identity & Access Management (IAM) and identity-first cybersecurity, headquartered in Bengaluru, India. Rebranded in 2023 (founded in 2000 under the name Ilantus), the company delivers advanced security solutions centered around Converged Identity & Access Management and contextual access control powered by deep intelligence.

Cross Identity's flagship platformbuilt as a converged IAM SaaSintegrates authentication (MFA), identity & access lifecycles, access reviews, justintime provisioning, privileged identity governance and Cloud Infrastructure Entitlement Management. It also emphasizes Identity Risk Posture and the threat detection and response system.

More than ONE million identities are actively managed across enterprises globally, including leading financial institutions like HDFC Bank, Paytm Bank, Credit Access Grameen and SBI Life Insurance.

Cross Identity is recognized for delivering:

• Enterprise-grade identity security tailored for mid-market and large clients
• Rapid deployment and simplified operations, enabling deployment in days rather than months with minimal team overhead
• Compliance-ready tooling, such as automated audit trails and access reviews to align with evolving regulations like India's DPDPA

The Role: Purpose & Impact

As the Senior IAM Technical Lead, youll play a critical role in driving the technical success of the Cross Identity (CI) solution by providing technical expertise, and mentorship to Pre-Sales, Implementation and Support teams. Youll coordinate cross-functional resolution teams, drive transparent customer communication, own all the technical requirements, enhancement and issues and help minimize business impact.

Here's a concise summary of the Senior IAM Technical Lead's Key Responsible Areas:

• Technical Leadership & Expertise
  
  – Serve as the primary technical authority on Cross Identity's IAM product suite
  
  – Evaluate and recommend architecture, integration patterns, and best practices
• Pre-Sales Enablement
  
  – Provide technical input into RFPs, solution designs, and proof-of-concepts
  
  – Mentor and train pre-sales engineers on CI capabilities and demos
• Implementation Oversight
  
  – Guide implementation teams through complex deployments and integrations
  
  – Review design documents, deployment plans, and custom-code artifacts
• Support & Escalation Management
  
  – Act as escalation point for high-severity production issues
  
  – Coordinate cross-functional resolution teams to drive rapid root-cause analysis
• Customer Engagement & Communication
  
  – Lead technical calls and workshops with clients and partners
  
  – Maintain transparent status updates on requirements, enhancements, and incidents

This is a mission-critical leadership role with high visibility and global scope.

Key Processes You'll Lead

• Provide technical leadership and mentorship to team members, fostering a culture of continuous learning and growth.
• Act as a subject matter expert (SME) in Identity and Access Management, IGA, PAM, CIEM, providing guidance across projects, pre-sales engagements, and support operations.
• Ensure alignment between business goals and technical solutions, driving customer success and satisfaction.
• Collaborate with cross-functional teams, including Product Management, Engineering, Sales, and Customer Success.
• Identify opportunities for process improvements and technical innovations to enhance efficiency and product delivery.
• Collaborate with the sales team to understand customer requirements and provide technical expertise during the sales process.
• Design and deliver compelling product demonstrations, Proof of Concepts (POCs), and technical presentations to potential clients.
• Analyze customer environments and recommend tailored Cross Identity IAM solutions that meet business and technical requirements.
• Address technical queries, objections, and RFP/RFI responses to support successful deal closures.
• Stay updated with the latest IAM trends and technologies to position CI effectively in competitive markets.
• Lead the technical delivery of Cross Identity IAM solutions, ensuring projects are implemented successfully, on time, and within scope.
• Provide technical architecture guidance, solution design, and best practices to project teams and customers.
• Oversee complex IAM integrations with customer environments, including SSO, MFA, provisioning, and governance solutions.
• Troubleshoot technical issues during deployment and ensure seamless handover to the support team post-implementation.
• Mentor and guide implementation engineers to enhance technical capabilities within the team.
• Lead the technical support team to provide prompt, effective, and high-quality support to Cross Identity customers.
• Manage escalations, analyze complex technical issues, and drive root cause analysis to ensure quick issue resolution.
• Develop and maintain support processes, knowledge base articles, and technical documentation to improve service efficiency.
• Collaborate with product and engineering teams to address recurring issues and suggest product enhancements.
• Monitor support metrics (SLAs, response times, etc.) and drive continuous improvement in customer support experience.

Your Experience & Expertise

• Minimum 6–10 years in enterprise IT, with at least 4 years focused on Identity & Access Management (IAM) technologies.
• Solid knowledge of IAM, IT Infrastructure, SaaS Support Models, and Cybersecurity

Core Technical Skills:

• Identity & Access Protocols: Deep expertise with SAML, OAuth2/OIDC, SCIM, LDAP, Kerberos, and JWT.
• IAM Platforms & Technologies: Hands-on experience with CI's components (AM, IGA, PAM, CIEM, ISPM, ITDR) and familiarity with leading SaaS/IaaS IAM offerings (Azure AD, AWS IAM, Okta, Ping).
• Directory Services & Federation: Strong knowledge of Active Directory, AD Federation Services, Azure AD Connect, and cross-forest/domain trust models.
• API & SDK Integration: Proficiency building and consuming REST/SOAP APIs, SDKs ), and custom connectors for third-party systems.
• Authentication Methods: Implementation of passwordless (WebAuthn/FIDO2), adaptive/contextual MFA, risk-based authentication, and certificate-based auth.
• Scripting & Automation: Advanced scripting (PowerShell, Bash, Python) for provisioning, health-checks, and CI/CD pipeline integrations.
• Infrastructure & Deployment: Experience with containerization (Docker/Kubernetes), Infrastructure-as-Code (Terraform/Ansible), and high-availability architectures.
• Security & Compliance: Solid grounding in OAuth threat models, PKI concepts, encryption standards, and regulatory frameworks (PCI-DSS, GDPR, ISO

You'll Thrive Here If You Are...

• A servant leader who advocates fiercely for customers
• Data-driven, decisive, and passionate about systems/process improvement
• Calm under pressure and naturally collaborative during crisis moments
• An effective influencer and trusted "Voice of the Customer" to internal teams

Growth Path

• Your progression can follow two complementary tracks—Technical Leadership and People/Project Management within 3–5 years - depending on your interests and strengths.

Work Model & Flexibility

• Bangalore-based role; core working hours aligned to IST
• Flexibility for global customer engagement across time zones
• Travel 30% for key executive meetings and business reviews