Manager, Cybersecurity Operations (Identity and Access Management)

Department Overview

Leading the security of our business is the Global Cyber Security (GCS) organization made up of leading practitioners who partner with the enterprise and provide security for the next set of groundbreaking opportunities. We take on the highest security challenges for McDonalds – driving security platforms, enabling McDonalds to do business securely, and helping continuously mature secure practices for McDonalds all while improving operational effectiveness. GCS provides access to compelling career paths for seeking technologists. It’s bonus points when you get to see your family and friends using the tech you secure at their favorite McDonald’s restaurant.

Job Description

The Cybersecurity Operations Manager 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 collaborate with 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 led security service providers (MSSP) involved in the delivery of identity and access support and operations while encouraging high levels of accountability among those teams.

This individual will operate with an IT Service Management (ITSM) attitude ensuring industry procedures are followed to deliver a high level of value to McDonald’s. This person will supervise support queues across our IAM services to ensure tickets are handled accurately and in a timely manner, perform trend analysis, and supervise the effort to address these trends for continual service improvements. 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

• Provide ITSM oversight in the areas of identity and access management ensuring alignment with guidelines and security standards.
• Identify areas of opportunity based on business feedback, trend analysis, and collaborative effort to improve the IAM services and processes that surround them.
• Management of functions such as Change, Problem, Incident, Request, and Knowledge Management.
• Collaborate with multi-functional teams, including developers, engineers, and project managers on IAM services.
• Supervise Incident and Problem Management ensuring proper root cause analysis and resolution.
• Collaborate with IAM teams to provide insight towards the product roadmap, translate business needs into technical solutions, and consult on IAM processes.
• Develop and supervise reports and dashboards for improved awareness of ticket volume and state of the IAM platform.
• Partner with developers and the Deployment team when transitioning project and enhancement go-lives to operations.
• Lead IAM ticket blocking issues, set expectations, and improve our customer satisfaction.
• Oversee the MSSPs who support our IAM platform to ensure obligations and expectations are met.
• Collaborate with other IT teams, collaborators, and vendors to deliver effective IAM solutions.
• Supervise and analyze performance metrics and benchmarks to identify trends and areas for improvement to ensure productivity, customer satisfaction, and quality of services.

Qualifications

• Bachelor’s degree or equivalent experience or an equivalent combination of education, training, and work experience
• 5+ 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
• Demonstrable ability to lead technical products, driving clarity, understanding and discussing technical concepts, managing tradeoffs, and evaluating potential concepts with internal and external partners
• Ability to understand business challenges, drive process improvements and translate into solutions
• Experience in ITSM tools such as ServiceNow
• Analytical and problem-solving skills, with the ability to assess business requirements and translate them into practical IAM solutions
• Superb communication and social skills, with the ability to effectively collaborate with multi-functional teams and collaborators at various organizational levels
• Relevant ITSM framework certifications such as ITIL v3, ITIL 4, or similar
• Knowledge and experience of IAM concepts, protocols, and technologies are a plus
• Familiarity with cybersecurity principles and guidelines are a plus

Compensation

Bonus Eligible: YES

Long - Term Incentive: YES

Benefits Eligible: YES

Salary Range

The expected salary range for this role is $129,800.00 - $165,490.00 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.