Manager, Iam Technology Operations

Permanent Full Time

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(LAGO), 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. 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. Create ,Update and/or maintain standards documentation, Standard operating Procedures and knowledge base documents - Establish and maintain key operational metrics that demonstrate the health and performance of the Overall operations - Participate in technology integration efforts with IAM engineering and other support teams - Serve as mentor and coach for the team, helping them driving their career levels forward; provide training to engineers through one-on-one or group technical discussions.

**What you will do**

• Responsible for overseeing and maintain overall IAM support groups within ServiceNow
• Responsible for ensuring on call and Governance of P1 or Major incidents is closely monitored.
• Ownership of On call coordination with suppliers and Service management POC for on call.
• Required to be available during off hours on call support requirements
• Leads technology operational tasks eg running annual BCP\DR exercise and BIA assessments
• 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, technology Operating procedures and people model to address key and evolving risks in IAM technology operations.
• Accountability for overall Vulnerability management and resolution across IAM.
• Responsible for root cause analysis of problem management and ensuring management reporting on a weekly basis.
• Overall service management and service maturity ownership and works with key IAM leaders to drive maturity.
• Ownership of technologies owned by LAGO team from a technology governance standpoint
• 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.
• 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
• Manages the KPIs (Key Performance Indicators) for the team and ensures course correction as necessary to meet program demands.
• Mentors and coaches, the team’s associates and drives career levels forward.
• Liaise and respond to audit findings

equests and implement remediation measures in a timely fashion.

• Ensure out RCS and Audit reporting is green or trending green and work with Audit SPOC as a back up to support all Audit and compliance activities..
• Develop and maintain key weekly\monthly and quarterly KPI metrics for overall IAM technology operations function.
• 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.

**What you will bring**

• 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 dev