Senior Manager Software Engineering

Role Description

This position will lead the Digital Identity Operations team responsible for driving operational excellence for enterprise Digital Identity capabilities supporting B2C and B2B portals, business partners, clients, members/consumers, and other enterprise identity populations.

• The Sr. Manager will be accountable for day-to-day operational support, incident management, escalation management, on-call governance, SLA adherence, operational readiness, and continuous improvement for Digital Identity platforms and services.
• This leader will streamline operational processes, reduce friction across support workflows, analyze ticket trends to identify recurring issues and service improvement opportunities, and drive measurable enhancements to operational performance.
• The Sr. Manager will ensure timely resolution of incidents and service requests, lead root cause analysis and problem management, and partner closely with engineering, cybersecurity, infrastructure, SRE, product, and line-of-business operations teams to support high availability, resilience, scalability, supportability, and user experience across the enterprise.
• This role will oversee the team’s response to daily alerts, major incidents, P1/P2 incidents, and war-room support, including initiating Digital Identity-led war rooms when needed and providing leadership support for enterprise incidents requiring Digital Identity expertise.
• The Sr. Manager will also be responsible for monitoring and alerting improvements, process maturity, audit support, operational communications, and clear reporting to technical, business, and senior leadership stakeholders.
• A key expectation of this role is to influence decisions with product, engineering, SRE, cybersecurity, infrastructure, and operations teams by translating operational insights, ticket trends, incident patterns, and customer-impacting issues into prioritized platform and process enhancements.
• This leader will apply an AI-first mindset to operations, identifying opportunities to use AI, automation, analytics, and intelligent tooling where appropriate to improve alert correlation, ticket triage, knowledge management, root cause analysis, automation, reporting, and overall operational efficiency.

Qualifications

• 7+ years of technology operations experience, including production support, incident management, escalation management, P1/P2 war-room leadership, problem resolution, enterprise SLA management, operational process improvement, ticket trend analysis, and continuous improvement for business-critical technology services.
• 4+ years of people management or technical leadership experience, including leading operational support teams in a large, matrixed enterprise environment.
• 3+ years of experience supporting enterprise Digital Identity platforms in a production environment, with working knowledge of identity and access concepts such as authentication, authorization, federation, single sign-on, MFA, and identity lifecycle operations.
• Experience leading operational support for high-availability, customer-facing, or business-critical platforms at enterprise scale, including environments supporting multiple applications, portals, business units, or customer/member populations.
• Experience operating in a large-scale enterprise environment supporting a broad portfolio of applications, portals, or digital services; experience supporting identity capabilities across hundreds of applications or portals.
• Proven ability to lead P1/P2 incident response, war rooms, escalation management, executive communications, root cause analysis, corrective action planning, and problem management activities.
• Experience using operational metrics, ticket trends, incident data, alert patterns, and service performance insights to identify recurring issues, reduce operational friction, improve support quality, and recommend platform or process enhancements.
• Ability to partner with product, engineering, SRE, cybersecurity, infrastructure, and line-of-business operations teams to influence priorities, drive operational improvements, and advocate for enhancements that improve resilience, scalability, availability, supportability, and user experience.
• Demonstrated ability to lead technical triage and problem-solving across complex enterprise systems, including coordinating cross-functional teams during P1/P2 incidents, escalations, and service-impacting events.
• Demonstrated ability to apply an AI-first mindset by identifying opportunities to use AI, automation, analytics, or intelligent tooling to improve alert correlation, ticket triage, knowledge management, root cause analysis, reporting, operational efficiency, and decision-making.

Requirements

• Bachelor’s degree in Computer Science, Information Systems, Cybersecurity, Engineering, or related field, or equivalent experience.
• Experience operating Customer Identity and Access Management (CIAM) platforms supporting consumer, client, partner, provider, broker, or member-facing portals at enterprise scale.
• Experience supporting large enterprise portal ecosystems, including environments with hundreds of applications, portals, relying parties, integrations, or business-facing services.
• Experience with OpenID Connect, OAuth 2.0, SAML, MFA, adaptive authentication, risk-based authentication, or modern authentication patterns.
• Familiarity with cloud environments and architectures, including Azure, AWS, or GCP.
• Experience with monitoring, observability, alerting, availability management, operational reporting, and service health dashboards.
• Experience using AI, automation, analytics, or AIOps capabilities to improve operational support, reduce manual effort, detect patterns, improve knowledge management, and accelerate incident resolution.
• Experience implementing or supporting Zero Trust, modern authentication, identity governance, or secure access strategies.
• Knowledge of API security, service-to-service authentication, token-based authentication, and secure integration patterns.
• Experience with Agile, SAFe, ITIL, or hybrid delivery/operations models.
• Experience supporting operational readiness for platform releases, migrations, new portal onboarding, service transitions, or major technology changes.
• Experience managing vendor, managed service provider, SaaS platform, or third-party support escalations.
• Prior experience supporting audits, access certifications, regulatory reviews, security reviews, or compliance activities in a regulated environment.
• Healthcare, financial services, or other regulated industry experience.
• Solid communication, stakeholder management, interpersonal, and presentation skills, including the ability to communicate clearly with technical teams, business stakeholders, senior leaders, and executive audiences during high-pressure incidents and escalations.
• Demonstrated ability to lead teams in a fast-paced, highly matrixed enterprise environment with solid ownership, accountability, judgment, prioritization, and a continuous improvement mindset.

Benefits

• A comprehensive benefits package.
• Incentive and recognition programs.
• Equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).

Application Deadline

This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.