Senior Manager – Identity Ops, Resilience

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Direct the daily delivery, reliability, and operational performance of enterprise identity services.

• Supervise 24x7 L1/L2 IAM operations, which include provisioning, deprovisioning, entitlement management, authentication support, service requests, and operational controls.

• Ensure adherence to service levels, security policies, and audit standards.

• Oversee identity-related incident management, service recovery, communications, and corrective measures.

• Collaborate with suppliers, engineering teams, business stakeholders, and support teams to address disruptions.

• Manage service performance, escalation processes, backlog health, SLA compliance, and operational governance.

• Conduct supplier service reviews and maintain accountability.

• Guarantee IAM capabilities are production-ready through monitoring, documentation, runbooks, support procedures, knowledge transfer, recovery plans, and continuity controls.

• Assist with IAM migrations, platform transitions, modernization projects, and continuity of service.

• Promote KPI tracking, trend analysis, problem management, process enhancements, audit support, and operational reporting.

• Recognize automation and process improvement opportunities.

• Monitor operational risks, recurrent issues, service metrics, and improvement initiatives.

• Collaborate with cybersecurity, engineering, infrastructure, application teams, and strategic suppliers.

• Lead service communications with technical, business, security, and leadership stakeholders.

• Mentor, coach, and develop team members while fostering accountability, collaboration, customer focus, and operational excellence.

⛳️ Requirements

• Bachelor's degree in Computer Science, Information Systems, Cybersecurity, Engineering, Business Technology, or a related field.

• Over 5 years of experience in cybersecurity, identity operations, technology operations, infrastructure operations, incident management, supplier operations, or a related technology leadership role.

• Proven experience leading or coordinating IAM operations within a large, complex enterprise setting.

• Background in managing IAM service delivery, which includes provisioning, deprovisioning, access requests, entitlement management, authentication support, and user lifecycle management.

• Proficient in Active Directory, Microsoft Entra ID, MFA, SSO, federation, IGA, PAM, service accounts, certificates, secrets, workload identities, and non-human identities.

• Knowledge of IAM operational processes, access governance, role-based access administration, privileged access management, and audit requirements.

• Strong understanding of IT service management practices, including incident, request, problem, change, and knowledge management.

• Familiarity with L1/L2/L3 support models, escalation procedures, service level management, monitoring, runbooks, and support documentation.

• Capability to lead supplier-delivered L1/L2 IAM support services.

• Experience in managing KPIs, SLAs, backlog management, service reviews, workforce planning, and operational reporting.

• Ability to coordinate activities across various support teams.

• Exceptional communication and stakeholder management skills.

• Proficient in coaching, mentoring, and developing team members.

• Experience in coordinating identity-related incidents, service restoration, escalation management, vendor engagement, and post-incident reviews.

• Ability to lead incident communications and status updates.

• Knowledge of operational resiliency, disaster recovery, business continuity, recovery testing, and readiness for production support.

• Proven experience in transitioning new IAM capabilities into production operations through knowledge transfer, documentation, support procedures, monitoring, and training.

• Ability to support platform migrations and modernization projects.

• Experience operating in dual-run or hybrid environments with legacy and target-state identity platforms.

• Knowledge of IAM compliance requirements, audit controls, access certifications, privileged access governance, and enforcement of security policies.

• Experience in supporting audits, control validation, remediation, and operational risk management.

• Ability to align operational processes with security, compliance, and service management requirements.

• Must be legally authorized to work in the United States for any employer without sponsorship.

• Successful completion of an interview is required.

• Reliable and punctual attendance is a crucial function of this role.

• Preferred qualifications include a Master's degree, relevant certifications such as CISSP/CISM/ITIL/PMP/CRISC, and experience in airline, transportation, regulated, 24x7, managed service, identity transformation, AI-agent identity, or non-human identity environments.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• Life insurance

• Accident and disability coverage

• Parental leave

• Employee assistance program

• Commuter benefits

• Paid holidays

• Paid time off

• 401(k)

• Flight privileges

• Bonus and/or long-term incentive compensation awards

• Reasonable accommodations for applicants and employees with disabilities