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- Lead the IAM Operations team and work with the resources to ensure deliverables are met within Service Level Agreements (SLA).
- Collaborate with IAM Delivery, Engineering, and Architecture teams to maintain an ongoing IAM strategy aligned with Organization’s business objectives.
- Provide technology leadership and direction to internal and offshore IAM teams.
- Communicate effectively with management as well as customers to identify needs and evaluate alternative technical solutions and strategies.
- Prepare and maintain documentation including SOPs, runbooks, resiliency plans, incident response materials and SOP's for all IAM Services.
- Prepare root cause analysis and post mortem incident analysis reports.
- Lead response activities including working with business teams to report on status of service restoration activities.
- Identify service improvement opportunities and collaborate with IAM service owners for prioritization.
- Co-define IAM Operations’ service levels, and metrics with IAM Service owners.
- Analyze & report periodic IAM service performance metrics.
- Lead efforts to ensure that the IAM team’s MSP resources adhere to the IAM Governance standards.
- Participate in audits and other compliance assessment activities as needed to assist with meeting compliance deadlines.
- Work closely with business and application owners to analyze, configure and add new services as necessary.
- Augment production support team(s) to ensure sufficient coverage for current & future IAM services.
- Maintain patches and upgrades on a regular basis, upgrade administrative tools and utilities.
- Coordinate with other support teams to ensure issues impacting IAM systems are resolved quickly and effectively.
- Coordinate with cyber security team(s) to ensure solution assurance and compliance to security policy, procedures, standards and baseline security configurations
Education:
Bachelor’s degree or equivalent in Computer Science or equivalent in a related field or a foreign equivalent is required closely related field with relevant experience
