Role Value Proposition

Our growing Authentication Operations team is seeking an experienced manager in the NAM region to manage the Level 3 Operations team in the Global Identity & Access Management (GIAM) organization of Citi. Ideal candidate will come from a background with a mix of skills in Information Technology, Information Security and Risk Management, and Digital Transformation. This role is a senior role and requires strong people management skills. Role will have both regional and global reporting lines.

Key Responsibilities

• Continuously improve operating procedures and documentation to achieve service excellence
• Work with other Citi business and technical teams to identify functional requirements and utilize them in the identification, justification, and implementation of technical solutions
• Apply a combination of risk and change management, security policies and controls, user account lifecycle management and access management best practices in solution recommendations
• Translate client's business requirements into specific system, application, or process designs
• Define and organize the application onboarding processes and the supporting service fulfillment efforts
• Communicate proposed work plans to the senior management and application support teams
• Identify and define appropriate data sources, tools, and techniques for extracting application support data
• Analyze trends based on recurring issues and provide solutions to improve processes and platforms
• Monitor and review service levels
• Participate and drive production incident resolution and root-cause analysis
• Take decisions independently and demonstrate accountability of outcomes
• Manage existing team members and hire new team members
• Take responsibility for the development and growth of individual team members
• Establish and operate Support Rota

The global operations team is 24 / 7 * 365 days with teams based out of APAC and North America (NAM) region. This position is to manage the larger L3 team located in the NAM region. Hence, some work outside regular working hours can be expected to ensure closer integration with peers in the APAC region.
Experience and Skills

Must-have Skills

• More than 10 years of relevant industry experience in one or more of the following:
  • Enterprise Single Sign On (SSO) and Multi-Factor Authentication solutions
  • Identity and Access Management tools and processes
• At least 3 years in a leadership role with experience in handling an operations team of 5 - 6 members
• Ability to break down complex information systems and view them as smaller building blocks and identify dependencies between them and with other systems
• Able to comfortably communicate with senior technology and business stakeholders on progress updates and proposed plans
• Good understanding of Service Operation processes e.g., Request Fulfilment, Incident Management, Problem Management
• Demonstrated ability to work under pressure. Especially, candidate should be able to think clearly during major production incidents
• Fluency in English with command over verbal and written communication

Desired Skills

• Experience in supporting complex, multi-tier, distributed systems - Webservers, App Servers, Network topologies (Demilitarized Zone, Firewall rules etc.)

• Experience in managing applications running on Red Hat Enterprise Linux (RHEL) and/or Windows Server 12 and above
• Good understanding of Industry Standards such as OpenID, OAuth 2.0, SAML 2.0
• Experience supporting API integrations (REST, SOAP) and Mobile applications (iOS and Android)
• Experience in High-level Programming languages like Java and scripting languages such as JavaScript, Python.
• Experience in integrating any access management products such as Okta, ForgeRock, RSA Access Manager, Broadcom SiteMinder, Ping Identity solutions

Education

• Bachelor's Degree.
• Certifications such as ITIL, CISSP are desired, but not mandatory. However, willingness to complete certification would be expected.

Job Family Group:
Technology

Job Family:
Information Security

Time Type:
Full time

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