Lead Service Management Engineer (Technical Support)

About Us
BeyondID is a venture-backed, leading Managed Identity Solutions Provider, trusted by top brands to bring their digital identity strategies to life. We help organizations navigate the complexities of identity management with secure, agile, and future-proof solutions. Our core offerings cover the full lifecycle of identity management, from strategy to ongoing optimization. Focused on industries like finance and healthcare, we deliver tailored solutions that meet critical security and compliance needs, all while partnering with top technology providers like Okta and AWS to ensure the best results for our clients.
At BeyondID, we believe in delivering exceptional employee experiences. Our Employee Value Proposition (EVP) is built around Leadership Integrity, Professional Development, and Unlocking Potential. These pillars drive our culture of growth and ensure a positive, empowering work environment.
Role Overview
Join us as a Lead Service Management Engineer, where youll play a critical role in the daily operations of our high-performing VSOC team. In this position, youll take ownership of core service management functions driving 24x7 threat monitoring, enabling rapid incident response, and ensuring the reliable delivery of advanced identity and cybersecurity services. Youll collaborate closely with cross-functional teams, contribute to service strategy, and serve as a primary escalation point for high-impact operational issues. This role is ideal for a hands-on expert ready to make a strategic impact through technical leadership, operational precision, and a passion for secure, agile service delivery.
Key Responsibilities

• Drive and coordinate the day-to-day operations of the VSOC, ensuring continuous 24x7 threat monitoring, timely incident detection, and a high state of response readiness.
• Act as a lead contributor within the service engineering function, taking point on complex alerts, escalation workflows, root cause investigations, and producing high-quality operational reporting in collaboration with peers.
• Own and drive ITIL-based service management processes such as Incident, Change, Problem, and Service Request Management.
• Define, monitor, and report on KPIs and SLAs related to cybersecurity and identity services.
• Collaborate with IAM architects and delivery teams to maintain secure and stable identity services (Okta).
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  Act as a primary escalation point for internal and client-facing service issues.
• Drive continuous improvement initiatives in incident response, SOC operations, and process efficiency.
• Ensure compliance with regulatory frameworks like ISO27001, SOC2, and HIPAA.
  

Required Skills & Experience

• Typically, 8+ years of experience in IT service management, with at least 3 years serving as a technical lead or go-to expert
• Proven experience managing SOC/VSOC environments.
• Strong knowledge and hands-on experience with Identity & Access Management tools, particularly Okta (SSO, MFA, Lifecycle Management).
• Proficiency in ITSM platforms such as ServiceNow or Jira Service Management.
• Solid grasp of the ITIL framework and its practical application in service operations.
• Familiarity with security standards and compliance (ISO27001, SOC2, HIPAA, etc.).
• Excellent communication, and stakeholder engagement capabilities.

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Preferred Certifications

• Okta Certified Professional or Administrator
• ITIL v4 Foundation or higher
• CISSP or CISM (bonus)
  

Work Environment & Expectations

• This is a full-time onsite role based in Bangalore (Domlur location)
• The role requires availability for 5 days a week with rotational offs.
• Shift rotation is expected to support 24x7 operations with weekend shifts.
  

BeyondID is a venture-backed, leading Managed Identity Solutions Provider, trusted by top brands to bring their digital identity strategies to life. We help organizations navigate the complexities of identity management with secure, agile, and future-proof solutions. Our core offerings cover the full lifecycle of identity management, from strategy to ongoing optimization. Focused on industries like finance and healthcare, we deliver tailored solutions that meet critical security and compliance needs, all while partnering with top technology providers like Okta and AWS to ensure the best results for our clients.