Manager, Support Engineering, Identity and Access Management
We are seeking an experienced Manager, Support Engineering, Identity and Access Management, to lead a specialist team responsible for delivering reliable, secure and customer-focused support across identity and access services. You will provide direction and technical leadership for day-to-day operations, ensuring issues are resolved efficiently and that service levels, security controls and operational standards are consistently maintained. This role will work closely with engineering, security, compliance and customer-facing teams to improve the resilience and usability of authentication, authorisation, directory and access management capabilities.
Your responsibilities will include managing, mentoring and developing support engineers; establishing effective processes for incident, problem and change management; and overseeing the investigation and resolution of complex technical issues. You will monitor service performance, identify recurring problems and lead continuous improvement initiatives that reduce operational risk and improve the user experience. You will also contribute to service planning, workforce management, documentation, reporting and operational readiness for new products and significant changes. Where required, you will participate in an escalation rota and support the management of critical incidents, ensuring clear communication and timely stakeholder updates.
The successful candidate will have substantial experience leading technical support or operations teams within identity and access management, cybersecurity or a closely related discipline. You will have strong knowledge of authentication and authorisation concepts, directory services, single sign-on, privileged access, access governance and relevant protocols such as SAML, OAuth and OpenID Connect. Experience working with cloud-based identity platforms, IT service management practices and operational metrics is highly desirable. You should be an effective people manager and communicator, capable of translating complex technical matters for varied audiences, prioritising competing demands and making sound decisions under pressure. A proactive, collaborative approach and a commitment to secure, dependable service delivery are essential.
Manager, Support Engineering, Identity and Access Management
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