Senior IT Operations - Identity & Access Management

The Senior IT Operations Specialist ensures the delivery of high-quality services to end users, with a focus and emphasis in the areas of Identity and Access Management (IAAM), Qualified Access Requests (QAR), CyberArk, and SailPoint in a highly regulated GxP environment. Fundamental to this role is experience with IAAM, QAR, CyberArk, and SailPoint tools, including but not limited to SolarWinds, ComplianceWire, and ServiceNow. This position is a stakeholder-facing role and requires that you establish and manage expectations within the business and collaborate with the IT team to achieve those expectations to a high standard. The specialist is responsible for ensuring that value is achieved as anticipated from the outsourced relationships under management, typically within a domain or service area. To ensure that the overall services as expressed in the Statement of Work and related exhibits, and the service levels for outsourced services/functions are maintained and continually improved, and that any problems with the day-to-day delivery of services provided by the Service Provider are minimized.

As a Senior IT Operations Specialist, a typical day might include the following:

• Responsible for managing Service Providers to ensure quality of service.
• Ensure the highest level of service availability and efficiency, benchmarked against industry standards and consistent with enterprise goals and constraints.
• Maintain high-performing operational service support functions for the support of operational "Run" activities for the Global IT Organization.
• Ensure compliance, security, and effective delivery of services throughout the business.
• As the owner of the escalation process, take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders, and post-incident review.
• Monitor, control, and support service delivery; ensuring systems, methodologies, and procedures are in place and followed.
• Champion service and support in operational projects and develop a strong understanding of projects impacting your service area, ensuring service impact is minimized and agreed upon.
• Be accountable for the quality of the end-to-end service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
• Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes.
• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
• Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services.
• Provide regular and accurate management reporting on IT service performance.
• Act as an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments.

This role may be for you if have:

• Strong experience in Infrastructure Operations, especially in a highly regulated manufacturing and automation environments.
• Strong experience with SolarWinds, ComplianceWire, and ServiceNow or equivalent tools required.
• Proficiency with Identity and Access Management (IAAM), Qualified Access Requests (QAR), CyberArk, and SailPoint tools.
• Deep experience of ITIL disciplines, Capacity Management and Reporting.
• Deep experience with GAMP 5 operational controls.
• Ability to work with Service PrExperience with Identity and Access Management (IAAM), Qualified Access Requests (QAR), CyberArk, and SailPoint tools.oviders to ensure effective operations and agreed upon service levels.
• Experience with Configuration Management Database (CMDB) systems.
• Able to demonstrate a high degree of flexibility including shift and out of hours working.

In order to be considered for this position, you must hold a BS/BA in Information Technology or related field and

• IT Operations Specialist: 2+ years experience
• Senior IT Operations Specialist: 5+ years experience
• Experience in an FDA or similarly regulated environment highly preferred
• May consider experie