Senior Manager - Identity Ops & Resilience (Remote)

Description

United's Digital Technology team is comprised of many talented individuals all working together with cutting-edge technology to build the best airline in the history of aviation. Our team the history of aviation.intains massively scaling technology solutions brought to life with innovative architectures, data analytics, and digital solutions.

Job overview and responsibilities 
The Senior Manager– Identity & Access Management Operations leads a high-performing team responsible for delivering secure, reliable, and compliant identity services that enable United's global workforce and critical airline operations. This role operations. oversees 24x7 IAM operational support, including access administration, authentication services, incident resolution, and supplier1/L2 support, while driving service excellence, operational resilience, and continuous improvement. Working closely with cybersecurity, engineering, and business teams, this leader ensures employees and partners have the right access at the right time, protects enterprise assets, and helps advance the next generation of identity capabilities including privileged, non-human, and AI-driven identities. 

Key Attributes of an Identity & Access Management Operations Leader 
1. Identity Operations & Access Management

• Lead the day-to-day delivery, reliability, and operational performance of United's enterprise identity services.
• Oversee L1/L2 IAM operations, including access provisioning and deprovisioning, entitlement administration, authentication support, service request fulfillment, operational controls, and access an, and AI-driven identities.
• Ensure compliance with service levels, security policies, and audit requirements while driving operational excellence and customer satisfaction.

2. Incident Management & Service Recovery

• Lead identity-related ion activities.
• Coordinate suppliers, engineering teams, and business stakeholders to resolve service disruptions.
• Restore access services, communicate impact, and implement corrective actions.
• Support operational resilience through post-incident review, trend analysis, and continuous improvement.

3. Operational Leadership & Supplier Governance

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• Manage service performance, escalations, backlog health, SLA attainment, and operational governance routines.
• Lead service reviews and supplier accountability to ensure consistent, high-quality service delivery.
• Build effective supplier governance models that support operational excellence and service reliability.

4. Operational Readiness & Service Transition

• Ensure new IAM capabilities are successfully ropriate monitoring, documentation, runbooks, support procedures, knowledge transfer, recovery plans, and continuity controls.
• Partner with engineering teams to ensure supportability and operational readiness prior to production deployment.
• Support platform migrations and modernization initiatives by ensuring continuity of service and business readiness.

5. Transformation & Modernization Support

• Support operational continuity during IAM migrations, platform transitions, and modernizationl documentation, escalation procedures, and service readiness activities are established.
• Enable successful adoption of new identity capabilities while minimizing business disruption.
• Support transformation efforts involving IGA modernization, MFA modernization, access management modernization, PAM expansion, non-human identity governance, and AI agent identity governance.

6. Continuous Improvement & Service Excellence

• Drive service quality through KPI monitoring, trend analysis, problem management, process improvement, audit support, and operational reporting.
• Measure and improve service performance, customer experience, control effectiveness, and compliance outcomes.
• Identify automation and process improvement opportunities that reduce manual effort and improve scalability.
• Monitor operational risks, recurring issues, service performance metrics, and improvement actions.

7. Stakeholder & Vendor Management

• Partner with cybersecurity, engineering, infrastructure, application teams, and strategic suppliers to resolve operational issues and improve service outcomes.
• Build strong cross-functional relationships across business, technical, security, and supplier organizations.
• Lead clear service communications with technical, business, security, and leadership stakeholders.

• Foster a culture of accountability, collaboration, customer focus, and operational excellence.

   

Qualifications

What’s needed to succeed (Minimum Qualifications):

• Bachelor's degree
• Computer Science, Information Systems, Cybersecurity, Engineering, Business Technology, or related discipline
• 5+ years of experience in cybersecurity, identity operations, technology operations, infrastructure operations, incident management, supplier operations, or related technology leadership
• Experience leading or coordinating IAM operations in a large, complex enterprise environment
• Experience managing IAM service delivery, including access provisioning and deprovisioning, access request fulfillment, entitlement administration, authentication support, and user lifecycle management
• Working knowledge of identity technologies including Active Directory, Microsoft Entra ID, MFA, SSO, federation, IGA, PAM, service accounts, certificates, secrets, workload identities, and non-human identities
• Understanding of IAM operational processes, access governance controls, role-based access administration, privileged access management, and audit requirements
• Strong knowledge of IT service management practices, including incident, request, problem, change, and knowledge management
• Understanding of L1/L2/L3 support models, operational escalation procedures, service level management, monitoring, runbooks, and support documentation
• Ability to lead supplier-delivered L1/L2 IAM support services while maintaining effective governance, accountability, and service quality
• Experience managing operational performance through KPIs, SLAs, backlog management, service reviews, workforce planning, and operational reporting
• Ability to prioritize and coordinate activities across multiple support teams in a fast-paced operational environment
• Strong communication and stakeholder management skills with the ability to effectively engage business, technical, security, and supplier organizations
• Ability to coach, mentor, and develop team members while fostering a culture of customer service, accountability, collaboration, and continuous improvement
• Experience coordinating identity-related incidents, service restoration activities, escalation management, vendor engagement, and post-incident reviews
• Ability to lead incident communications and provide clear status updates to technical, business, security, and leadership stakeholders
• Ability to analyze incident trends, operational risks, service performance metrics, and recurring i value="18">Knowledge of operational resiliency, disaster recovery, business continuity, recovery testing, and production support readiness practices
• Experience supporting the transition of new IAM capabilities into production operations through knowledge transfer, operational documentation, support procedures, monitoring, and training
• Ability to support platform migrations and modernization initiatives by ensuring operational readiness, supportability, and continuity of service
• Experience operating in dual-run or hybrid environments where legacy and target-state identity platforms coexist during transformation activities
• Knowledge of IAM compliance requirements, audit controls, access certifications, privileged access governance, and security policy enforcement
• Experience supporting internal and external audits, control validation activities, remediation efforts, and operational risk management programs
• Ability to ensure operational processes align with established security, compliance, and service management requirements
• 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):

• Master's degree
• Advanced study in cybersecurity, technology operations, identity security, or business resilience
• Experience leading a team through production operations, identity platforms, incident command, or large-scale transformation environments
• CISSP, CISM, ITIL, PMP, CRISC, or equivalent security, identity, resilience, supplier management, or technology operations certifications
• Experience with airline, transportation, regulated, or 24x7 mission-critical environments
• Experience with AI agent identity governance, non-human identity lifecycle, privileged identity operations, and service continuity
• Experience managing large managed service providers or equivalent operational suppliers
• Experience building operational governance models, supplier scorecards, and executive service reviews
• Experience implementing production readiness gates, recovery readiness, break-glass procedures, tabletop exercises, and continuity controls
• Experience supporting large-scale identity transformations such as IGA modernization, MFA modernization, access management modernization, PAM expansion, non-human identity governance, or AI agent identity governance programs
• Exposure to passwordless, Zero Trust, multi-cloud IAM, threat modeling, risk assessments, or transportation-sector requirements