Manager, Identity Access Operations

Job Description
Help make Hertz sparkle by joining our team!
The Identity and Access Management Operations Manager is responsible for facilitating and providing daily support and maintenance for Hertz's Global IAM Infrastructure. Responsibilities include but are not limited to identity provisioning/de-provisioning, on-boarding/off-boarding of Hertz employee, contractors, and provisioning access to Data and Applications.
Reporting to the Director of Identity and Access Management, the IAM Operations Manager leads a team of global IAM Operations Analysts who are accountable to Hertz business customers. The IAM Manager is responsible for delivering IAM services and support using internal staff and external partners. Responsible for facilitating and providing daily support and maintenance for Hertz's Global IAM Infrastructure. The IAM Operations team works with IAM Architecture and Engineering teams to deliver and support new and existing services to customers.
It is incumbent upon the IAM Operations Team Lead to ensure uniformity of services, adherence to standards, and consistency of infrastructure delivery. The IAM Operations Team Lead works with external partners to deliver quality services to Internal Customers.
ESSENTIAL FUNCTIONS:

• Facilitate and provide primary operational support of the IAM infrastructure which includes ensuring the Operations team provides internal and external customer support, troubleshooting, and issue resolution within defined Service Level Agreements with high quality and attention to detail
• Mentor and coach direct reports to achieve next-level success
• Responsible for direct reports engagement, performance management, and development
• Ensure proper change management processes are followed
• Responsible for adherence to all IAM policies and procedures
• Maintain constructive relationship with customers to ensure that IAM Infrastructure achieves high customer satisfaction
• Ensure high quality standards are achieved for all IAM technology platforms in all regions utilizing internal team in concert with external partners
• Work with overall IAM organization to systematically identify Incidents that can be escalated into problems
• Dive deep into problems to find root cause and consult with IAM Engineering and Architects to develop long term solutions and process improvements
• Support PCI, SOX, and other compliance initiatives with access reviews and user revalidation process
• Maintains an understanding of all current and emerging IAM technologies, open system standards, management technologies as they relate to the support of Hertz infrastructure
• Stays current on regional application and infrastructure projects as they apply to IAM
• Provides senior management and general staff with accurate and complete status information including tracking of ticket closer and SLAs
• Participates in technology pilots to evaluate emerging technologies and their applicability in support of Hertz business requirements and strategic goals.
• Participation in global 7x24 support model, projects, tasks, and support initiatives that are assigned

QUALIFICATIONS:
Core Technical Skills Required:

• Minimum 3 to 5 years of relevant practical leadership experience within information technology
• 4 years of direct Identity and Access Management experience
• Ability to mentor staff in the use of analytical techniques
• Knowledge or familiarity with ITIL processes and methods. ITIL Foundations certification preferred
• Experience with ServiceNow ticketing, issues, reporting, and change management
• Understanding of IAM technologies and processes which include but are not limited to
  • Identity Governance & Administration solutions such as Saviynt Identity Cloud platform
  • User Access Reviews, application access, and Separation of Duty
  • B2B and B2C identity management solutions and support
  • Identity Management Solutions such as Microsoft, Ping, and Okta
  • Active Directory (AD) and working knowledge of tools currently available to support AD
  • Microsoft 365, Azure AD and AD Connect
  • Active Directory Group Policy Objects (GPO) and NTFS permissions
  • MFA, SSO, Conditional Access
  • Public Key Infrastructures including Active Directory Certificate Services (AD CS) and external PKI providers
  • Role-based access
  • Privilege Access Management solutions
  • Windows Server version 2016 and above, as well as Microsoft client operating systems

General Skills and Competencies Required:

• Bachelor's degree in computer science or related field and/or equivalent experience
• Excellent English written and verbal communication skills
• Experience solving complex access issues and executing permission changes based on evolving information
• Excellent customer service skills
• Strong technical and non-technical communication skills
• Experience working with auditors and compliance teams
• Ability to establish and maintain high levels of client trust and confidence
• Knowledge of problem-solving methodologies to understand and solve challenging problem
• Empathetic perspective on the customer point of view

About Us
The Hertz Corporation operates the Hertz, Dollar Car Rental, Thrifty Car Rental brands in approximately 9,700 corporate and franchisee locations throughout North America, Europe, The Caribbean, Latin America, Africa, the Middle East, Asia, Australia and New Zealand. The Hertz Corporation is one of the largest worldwide airport general use vehicle rental companies, and the Hertz brand is one of the most recognized in the world.
US EEO STATEMENT
At Hertz, we champion and celebrate a culture of diversity and inclusion. We take affirmative steps to promote employment and advancement opportunities. The endless variety of perspectives, experiences, skills and talents that our employees invest in their work every day represent a significant part of our culture - and our success and reputation as a company.
Individuals are encouraged to apply for positions because of the characteristics that make them unique.
EOE, including disability/veteran