Senior Manager - IAM Engineering Support

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Position Summary

The Senior Manager for IAM Engineering Support is responsible for leading a high‑performing team focused solely on the stability, reliability, and operational excellence of Identity and Access Management (IAM) services. This role requires extensive production support experience, deep knowledge of IAM technologies, and strong technical leadership. The Senior Manager will ensure 24/7 operational readiness, drive rapid incident resolution, and support complex enterprise transformations and go‑live events. The ideal candidate excels in team leadership, escalations management, and delivering consistent, high‑quality IAM service outcomes.

Key Responsibilities

• Lead daily IAM production support operations, ensuring service availability, timely response to incidents, and adherence to SLAs.
• Drive high-severity incident management, including triage, root cause analysis (RCA), corrective actions, and long‑term stability improvements.
• Provide hands‑on leadership during major IAM transformations, migrations, and critical go‑live cutovers, ensuring operational readiness and smooth execution.
• Partner with engineering, architecture, and program teams to ensure solutions are production‑supportable, resilient, and fully operationalized.
• Manage, mentor, and develop a team of IAM support engineers and analysts; build a culture of accountability, technical depth, and continuous learning.
• Oversee resource planning, performance management, and career development for the support organization.
• Ensure strict compliance with security, regulatory, and audit frameworks including SOX, GDPR, and NIST.
• Govern production changes through structured change management processes and Change Control Boards (CCB).
• Serve as the primary point of escalation for business units, engineering teams, and leadership regarding IAM service health.
• Provide clear, ongoing communication of operational status, risks, metrics, and improvement plans to senior leadership.

Required Qualifications

• 7+ years of experience in cybersecurity, information security, or IAM technical roles.
• 5+ years of hands-on experience with multiple IAM technologies such as:
  SailPoint, BeyondTrust, Centrify, Neo4J, provisioning/de‑provisioning automation, custom Java-based portals, automation APIs, identity proofing solutions, and supporting integration frameworks.
• 3+ years of leadership experience managing production support or technical operations teams.
• 3+ years supporting large-scale programs, complex migrations, and enterprise go‑live events in a mission‑critical environment.

Preferred Qualifications

• Demonstrated success leading diverse technical teams and driving operational excellence in high‑pressure environments.
• Experience with incident management platforms (e.g., ServiceNow) and monitoring tools.
• Proven history of delivering enterprise‑level IAM production support.
• Familiarity with AI-driven monitoring and automation for operational efficiency.
• Strong communication, stakeholder engagement, and executive‑level reporting skills.
• Ability to remain calm, focused, and decisive during critical incidents and major transformations.

Education

• Bachelor’s degree or equivalent experience (High School Diploma plus 4 years of relevant experience).

Pay Range

The typical pay range for this role is:

$106,605.00 - $284,280.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.  This position also includes an award target in the company’s equity award program. 
 

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