Sr Manager - Customer IAM Operations

Chicago, Illinois, United States

Description

Connecting People. Uniting the World. There’s never been a more exciting time to join United Airlines! As a global company that operates in hundreds of locations around the world — with millions of customers and tens of thousands of employees — we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly.

We’re on a path toward becoming the best airline in the history of aviation. Join our Cybersecurity and Digital Risk (CDR) team to help us also become the leading cyber-safe airline in the industry. United’s CDR team is tasked with keeping our customers’ and employees’ information safe and secure. Our primary mission is to embed cybersecurity into the DNA of United Airlines by reducing business risk through implementation of strong cybersecurity best practices.

United offers a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits like parental leave, 401k and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world and help us keep our airline cyber safe? Apply today!

Key Responsibilities:

The Senior Manager– Customer Identity and Access Management Operations is responsible for the operational aspects of our CIAM program platforms, ensuring seamless, secure and effective management of the customer identity services. This role is essential for maintaining the integrity and availability of United’s CIAM processes and technology, particularly focusing incident, change, an problem management of in accordance with ITIL frameworks and will provide oversight of our Operational support team for the program platforms.

Contribute to the Identity and Access Management (IAM) vision and roadmap

Operational Leadership for CIAM that include ability to develop and implement strategies to improve operational aspects of the program by continuously evaluating approach to reduce incidents and improve responses times by effectively leading change and problem management to ensure service level agreements (SLAs) are met

Ability to lead and mentor a team of operations specialists and engineers, including demonstrable ability to manage vendor relationship deliverables with Managed Service Providers (MSP) to ensure contractual obligations are not only met but design to deliver high-quality services to align with CIAM objectives

Partner engagement and effectively communicate with other CIAM leaders, IT teams and business units to ensure operational integration meets the program objectives

Act as the primary operations contact for CIAM, providing updates and communications to partners at all levels

Establish and supervise key performance indicators (KPIs) for operational efficiency, incident management effectiveness and alignment to United’s customer identity standard

Report on these metrics to provide clarity and drive improvements across CIAM operations

United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table!

Qualifications

What’s needed to succeed (Minimum Qualifications):

Bachelor's degree in Science, Technology, Engineering, Science

9+ years of experience in STEM field, including at least 5 years in Identity and Access Management technologies, processes and capabilities and including at least 5 years of operational leadership experience leading delivery and incident management teams/people

ITIL Process experience, particularly with incident, problem, and change management

Deep understanding of IAM technologies, controls, and best practices including adaptive authentication, PKI and passwordless technologies

Solid understanding of IAM principles in cloud first environment

Understanding of PCI, SOX, EU-GDPR regulations and for IAM

Know how to influence technology teams to deliver a frictionless employee identity experience

Experience influencing teams and partners without direct authority over them

Coached individuals & leaders at multiple levels able to demonstrate tangible results

Achieved objectives by contributing information and recommendations to strategic plans, identifying trends and motivating changes

Established relationships with partners across all levels and departments

Superb communication skills at all levels of organization

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

Successful completion of interview required to meet job qualification

Reliable, punctual attendance is an essential function of the position

What will help you propel from the pack (Preferred Qualifications):

Cybersecurity, Risk Management, Computer Science, Information management

ITIL Certification, particularly ITIL Expert or Master

Remote option may be available

Salary Range: $126,225 - $185,130

Posting end date is 7/1/2024

United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact [email protected] to request accommodation.

Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT