Unit Lead Identity Management Support
San Rafael de Escazu,Costa Rica,
hace 6 días
  • Job facts
  • The position Identity Management Support Unit Lead is accountable for managing the operational activities related to Identity Management System and Directory Infrastructure components.

    This includes operational support, performance, tactical lifecycle management and continuous improvement of the underlying technologies.

    In this role, you are responsible to lead an international team of employees and supervisor and ensure the proper execution of the corresponding employee performance and employee development processes.

    Your main responsibilities are :

  • Lead a global team of Specialists and Senior Specialists to provide world -class operational support for Identity Management Systems and Directory Infrastructure components.
  • Apply Employee Performance and Development processes while striving for operational excellence. Contribute and provide input for the yearly Compensation Management Process.
  • Provide second level support. Operationally manage and support the Identity Management Systems and Directory infrastructure, its associated components and applications.
  • Overall accountability for a remote Managed Service Provider delivering second level support.
  • Ensure high level of customer satisfaction in promptly responding to requests, resolving incidents and managing changes.
  • Responsible for platform installation, daily administration, technical support and in maintaining consistent configuration.
  • Accountable for the release management and tactical enhancement of the owned components.
  • Proactively monitor systems and platforms for performance, availability and capacity management and ensure that the solution and component escalations are minimized.
  • Constantly monitor the quality of service by reporting on metrics, KPIs and stakeholder input.

  • Perform active stakeholder management by assessing the needs, requirements and challenges main stakeholders are facing towards your services and address them accordingly.
  • Perform all processes and procedures to ensure that the corresponding services meet defined SLAs / OLAs for availability and performance.
  • Ensure procedures, processes and documentations are in compliance with regulatory guidelines and organizational standards.
  • Relevant concepts of ITIL and GxP are understood, implemented and followed. These include Request Management, Incident Management and Change Management.
  • Contribute to the enterprise project roadmap definition. Responsible for the delivery of global Identity & Access Management projects, ensuring that business requirements are fulfilled, quality standards are followed, smooth operational transition is ensured and appropriate organizational change management is performed.
  • Operational budget responsibilities for owned components, this includes the management of software licenses and maintenance contracts renewal with vendors and third party suppliers.
  • Actively focus on own self -development in creating actionable plans to improve.
  • Who you are

    You’re someone who wants to influence your own development. You’re looking for a company where you have the opportunity to pursue your interests across functions and geographies, where a job title is not considered the final definition of who you are, but the starting point.

    For this position, you bring the following experience, skills & qualifications :

  • 7 to 9 years of managerial experience working in a major global organization, preferably in a regulated industry and in providing solutions aligned with standards, security, validation, capacity and high availability.
  • Bachelor’s Degree in computer science, engineering or related discipline or recognition of prior working experience which is equivalent.
  • Strong experience of Identity & Access Management technologies and working experience in validated environment. Working experience with leading technologies such as Sailpoint, CyberArk, Microsoft Active Directory, Centrify, Radiant Logic is desirable.
  • Strong hands-on technical skills, operational background, and working experience with identity and access infrastructure technologies and business applications is an asset.
  • Strong understanding of operational process design and experienced in working with external service providers.
  • Strong understanding of Computer Systems Validation and working experience in validated environment.
  • Good understanding of IT Security systems and landscape with in depth knowledge of authentication and authorization technologies.
  • Takes a proactive, collaborative and supportive approach when interacting with colleagues.
  • Committed to operational excellence, with willingness to cross train and to learn additional technical expertise.
  • Strong customer focus and a highly responsive service delivery and support ethic.
  • Adaptable to change in a large organization. Excellent communication, stakeholder management, negotiation and documentation skills.
  • Proven interpersonal skills to interact effectively with individuals in multiple countries and in varying cultures.
  • Strong verbal and written English.
  • Occasional international travel is required.
  • Who we are At Roche, 94,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-
  • focused healthcare groups. Our success is built on innovation, curiosity and diversity.

    Roche is an equal opportunity employer.

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