Cybersecurity Operations Supervisor

Department Overview

The Cybersecurity Operations Supervisor will be a part of the Identity and Access Management (IAM) team and will work in close collaboration with the IAM service managers, and Global Technology market personnel. This role will report to the Cybersecurity Operations Senior Manager and will be an individual contributor. This person will be responsible for developing and maintaining solid working relationships with our managed security service providers (MSSP) involved in the delivery of identity and access support and operations while fostering high levels of accountability among those teams.

This individual will be responsible for overseeing the day-to-day support of the IAM platform and the maturity of operational processes. The ability to translate technical findings into operational actions is critical, as is partnering closely with engineering, service managers, and up/downstream system teams. The pace can be fast, and this role requires someone who is driven, detail oriented, and able to adapt quickly to changing priorities while maintaining strong operational governance. This is an exciting opportunity to continue to evolve and enhance the global identity and access management platform at the world’s largest restaurant company!

Responsibilities

· Manage the day-to-day operational support of our IAM platform comprised of ten services.

· Monitor support queues across our IAM services to ensure appropriate ticket management based on best practice and service level agreements.

· Serve as a strong resource within the IAM team with an understanding of platform functionality, integrations, and dependencies.

· Analyze, coordinate, and partner with cross-functional teams to remediate data issues affecting the IAM platform and downstream systems.

· Monitor, analyze, and report on ticket volume along with patterns and trends to identify recurring problems and opportunities for operational improvement.

· Accountable for escalation management, serving as a key point of contact for high impact or time sensitive issues ensuring timely resolution.

· Create, maintain, and govern knowledge articles, standard operating procedures (SOPs), and knowledge transfer (KT) sessions.

· Manage operational observability, metrics, and reporting to provide visibility into platform health and performance, risks, and support.

· Drive continuous improvement initiatives related to cybersecurity operations processes, workflows, and documentation standards.

· Oversee Incident and Problem Management ensuring proper root cause analysis and resolution.

· Monitor and analyze performance metrics and KPIs to identify trends and areas for improvement to ensure productivity, customer satisfaction, and quality of services

Qualifications

· Bachelor’s degree or an equivalent combination of education, training, and work experience

· 3+ years of professional experience in an ITSM framework, IT Operations or equivalent

· Demonstrate experience in ITSM functions such as Change, Problem, Incident, Request, and Knowledge Management

· Ability to understand business challenges, drive process improvements and translate into solutions

· Experience in ITSM tools such as ServiceNow

· Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and stakeholders at various organizational levels

· Experience with data workflows, observability, and governance a plus

· Knowledge and experience of IAM concepts, protocols, and technologies are a plus

Compensation

Bonus Eligible: YES

Long - Term Incentive: NO

Benefits Eligible: YES

Salary Range

The expected salary range for this role is $104,482.00 - $130,602.00 per year
 
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we may also consider your experience, and other job-related factors.