Manager
- Serve as technical program manager for multiple IAM solutions, managing large-scale client environments and aligning service delivery to client needs and industry standards.
- Coordinate across business units, information technology teams, and client stakeholders to translate business needs into IAM solutions and present IAM metrics and reports to senior management.
- Manage IAM incidents and service requests end-to-end, including high-severity production issues, major incident calls, service restoration, root-cause analysis, and delivering resolutions.
- Coordinate with cross-functional teams and client stakeholders to resolve IAM issues, identify risks and mitigation plans, and escalate issues promptly to reduce business disruption.
- Perform gap analysis and drive continuous improvement by resolving recurring issues, introducing process or technology enhancements, and supporting automation initiatives that deliver business value to clients.
- Collaborate with security, infrastructure, and business stakeholders to troubleshoot complex IAM issues, improve processes, and support access governance across cloud and on-premises environments.
- Work with product vendors on defects, releases, and patch/hotfix rollouts.
- Apply ITIL processes across incident, service request, change, and problem management.
- Maintain and ensure compliance with technical documentation, including runbooks, operating instructions, configuration standards, and RACI documentation.
- Ability to work independently and collaborate as part of a team
- Effective written and verbal communication skills
- Meticulous attention to detail and quality of work product
- Ability to build and sustain professional relationships
- Ability to lead projects or workstreams
- Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment
- Strong interpersonal skills and professional demeanor
- Ability to meet deadlines
- Ability to mentor and provide clear guidance to others
- Managed cyber operations and service delivery across multiple cybersecurity domains
- Security monitoring, operational support, and continuous service improvement
- Cyber risk management support, remediation coordination, and reporting
- Cyber program operations, platform support, and modernization to improve resilience and service performance
- Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field
- 11+ years of experience in Identity and Access Management (IAM) service delivery
- Experience managing large-scale IAM operate engagements across various IAM areas and tooling
- Experience communicating with stakeholders and presenting IAM metrics, reports, and service updates
- Experience performing incident management, root-cause analysis, and problem resolution in IAM environments
- Experience leading IAM projects from design through implementation and ongoing operations
- Experience working in Agile delivery environments and managing large teams and coordinating with cross-functional and global teams
- Experience applying information technology infrastructure library (ITIL) processes and managing tasks and operations support
- Experience in service delivery, including defining and refining service-level agreements and reports based on client needs, and experience using information technology service management tools such as ServiceNow and Remedy
- Experience with Entra ID, Active Directory, SailPoint, CyberArk, Okta, Ping Identity, OAuth 2.0, OpenID Connect, Security Assertion Markup Language, System for Cross-domain Identity Management, Amazon Web Services, and Microsoft Azure
- Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve.
- Limited immigration sponsorship may be available.
- ITIL or Scrum Master certification
- Experience creating, planning, and delivering IAM training
- Experience leading proof of concepts involving emerging IAM technologies
- Experience with other cybersecurity domains
- Experience providing support outside standard business hours for business-critical issues
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