Senior Manager - Identity Ops & Resilience (Remote)

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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 scalab