Manager, Iam Technology Operations

Description:

The Manager, IAM Technology Operations will lead a team of IAM Technology Operations and Governance Specialists supporting Critical technology IAM operations across User access lifecycle, Privilege access management, CIAM, MFA, Directory services, Analytics and IAM Control governance for Canada life and family of companies. Reporting to the Director, Logical access and Governance Operations, this role will be responsible to lead major transitions projects and operations across overall IAM domain for Canada Life and family of companies and ensure the team delivers on time value to stakeholders. You will own relationships with technology stakeholders to meet the service level agreements, manage the operations teams and to ensure it is operating at desired levels through proactive monitoring/tuning. You will also create ,update and/or maintain standards documentation, standard operating procedures and knowledge base documents, while establishing and maintaining key operational metrics that demonstrate the health and performance of the overall operations.

What you will do:

• Responsible for supporting the planning, design and operation of enterprise-level identity and access management (IAM) operations capabilities.

• Manage the user access lifecycle management team responsible for the daily provisioning/deprovisioning of user access across multiple applications.

• Leads all IAM operational transition initiatives including certification campaigns (quarterly\annually) and ensure the over program delivers value.

• Responsible for day-to-day operational review and governance, including holding Service Provider accountable for contracted services and service levels.

• Leads technology operational tasks luke running annual BCP\DR exercises.

• Manage Change, Upgrades and patching deployments and support L2\L3 Support teams for issue resolutions.

• Collaborate with Senior leaders, engineering, Architecture and Suppliers to assess design and implement sustainable solutions, Operating procedures and people model to address key and evolving risks in IAM governance and Access management operations.

• Escalates technical performance issues and is accountable for end-to-end resolution activities and interact with the Service Provider as needed.

• Work with senior leadership to ensure that the program meets the needs of the business and complies with all relevant laws and regulations.

• Ensure all IAM operational like user accounts administration, permissions, and access controls adhere to the set procedures and SLAs at Canada Life.

• Continuously improve processes for the access management team to enhance the IT security posture at Canada life.

• Responsible for inter-team dependency identification, communication, and issue escalation

• Develop and implement IAM program policies and procedures as part of the transition and BAU.

• Sponsors, drives, and leads the BAU/Steady-State growth projects to optimize and stabilize the Operational and Governance tasks to achieve the efficiency.

• Manages the KPIs (Key Performance Indicators) for the team and ensures course correction as necessary to meet program demands.

• Manage user identity lifecycle including onboarding, offboarding, and account updates initiatives.

• Collaborate with cross functional teams with IT and Security to support the design and integration patterns of workflows, application to enhance end user experience.

• Mentors and coaches, the team’s associates and drives career levels forward.

• Liaise and respond to audit findings\requests and implement remediation measures in a timely fashion.

• Develop and maintain key weekly\monthly and quarterly KPI metrics for overall IAM operations function.

• Support leadership to help create IAM operations Strategy to drive maturity forward.

• Oversee escalations, customer inquiries and support tickets resolutions.

• Provides operational and environmental direction to influence technical decisions.

• Demonstrate excellent management skills and promote teamwork and individual accountability with engagement and use available technology, tools, and Canada life resources effectively to deliver services.

Qualifications and Competencies:

• A degree, preferably computer science related, or a combination of education and related experience.

• 7+ years of experience with running and managing large IAM operations across multiple domains.

• 7+ years of supervisory or managerial experience with a proven ability to engage, motivate, evaluate, and mentor team members and managers.

• Working knowledge of directory services, multi-factor authentication and single sign-on technologies.

• Detailed understanding of leading IAM products and technologies like AD, SailPoint, CyberArk, Entrust, Hashi Corp, Okta etc.

• Experience with IAM solutions for cloud service providers (Google Cloud Platform, AWS, or Microsoft Azure) is a plus.

• Certifications such a MS Azure, CISSP or CISM are an asset.

• Working knowledge of the ITIL and ITSM processes, Incident, Change, and Problem Management.

• Critical thinker with a high degree of business acumen and decision making.

• Comfortable with ambiguity and change

• Experience with identifying and developing talent.

• Ability to structure work assignments required to get to desired outcomes.

• Great stakeholder management skills and excellent verbal and written communications.

• Demonstrated ability to build and maintain collaborative relationships across multiple geographies and business functions.