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Job Description

The Operations Manager for InfoSec IAM leads and continuously improves end-to-end service delivery for Identity and Access Management services on a regional and global basis. This role ensures secure, integrated, efficient, and reliable IAM operations that protect company information assets and align IT access with business needs.

Operations Managers are expected to:

• Deliver operational excellence through leveraging different practices such as ITIL and SRE
• Have an in-depth understanding of the service and business, and ensure that the support model and other operational requirements such as SLAs and OLAs meet the customer and partner’s expectations
• Continuously look for opportunities to drive efficiencies through standardization, automation, and simplification
• Lead the crisis management activities for complex and high impact outages.
• Participate in or are accountable for all aspects of service delivery including overall quality of service, service transition, vendor management, and service level management across critical IAM services

Job Description:

The Operations Manager for InfoSec IAM manages key IAM applications, Active Directory platforms, and supporting infrastructure used to enable secure authentication, authorization, and use of Group Policy Objects, as well as critical aspects of Company owned Entra ID. The role requires strong operational leadership, practical technical depth, and the ability to work across engineering, service delivery, vendors, security partners, and business stakeholders to maintain resilient and secure IAM services.

Your Team

This role is part of the InfoSec IAM Operations and supports global Active Directory Services, Entra ID, and related IAM capabilities. The team works across multiple regions and partners closely with Level 2 operations, Level 3 specialists, engineering, product and service owners, vendors, and security stakeholders to deliver stable, secure, and continuously improving IAM operations.

Key Responsibilities

• Lead end-to-end operational service delivery for assigned InfoSec IAM services, ensuring service quality, reliability, security, and compliance with internal standards and business expectations.
• Drive ITIL-based incident, problem, change, and service transition processes, including escalation leadership for complex or high-impact service issues.
• Resolve complex operational problems, improve procedures, and facilitate clear communication across technical teams, service owners, vendors, and business stakeholders.
• Define, monitor, and improve service levels, KPIs, metrics, operational health measures, and action plans that improve service performance and customer experience.
• Continuously identify opportunities to standardize, automate, simplify, and improve IAM operations using practices such as ITIL, SRE, agile, automation, and continuous service improvement.
• Lead or participate as an domain SME in crisis management activities for high-impact outages, ensuring timely coordination, decision-making, stakeholder communication, and post-incident learning.
• Maintain operational documentation, knowledge articles, procedures, training plans, and reports needed to support service quality, compliance, and business continuity.
• Partner with engineering, product owners, solution managers, and security stakeholders to ensure new capabilities are supportable, secure, measurable, and ready for operational transition.
• Provide vendor and partner oversight, ensuring support teams meet service expectations, follow approved processes, maintain documentation quality, and execute work within agreed operating models.
• Keep current on industry’s best practices and adhere to the latest design best practices, strategies, technologies, and industry changes.

Position-Specific Responsibilities

• Active Directory Operations: Oversee operational support, stability, security, hardening, monitoring, backup, auditing, disaster recovery readiness, and other operational aspects for enterprise Active Directory environments.
• Entra ID Operations: Support operational excellence for Entra ID capabilities including enterprise applications, application registrations, service principals, Graph API permissions, Conditional Access, PIM, MFA, Windows Hello for Business, Entra Connect, and identity synchronization.
• Active Directory Services Security: Lead or coordinate remediation of Active Directory security findings, implementation of secure baseline requirements, GPO governance, privileged access controls, Tier model alignment, and ongoing hardening efforts.
• Service Operations and Escalation: Ensure Level 2 and Level 3 teams effectively triage, route, troubleshoot, resolve, and document incidents, requests, and changes in ServiceNow or similar ITSM platforms.
• Operational Resilience: Ensure appropriate monitoring, alerting, backups, recovery procedures, continuity documentation, and disaster recovery exercises are maintained for IAM-owned services.
• Automation and Process Improvement: Drive automation, scripting, data hygiene, operational reporting, and simplification of recurring operational activities to improve quality, speed, and reliability.
• Change and Release Execution: Plan, approve, coordinate, and validate changes such as platform upgrades, patches, hardening activities, service migrations, tooling transitions, and operational improvements.
• Cross-Team Collaboration: Work with IAM service owners, engineering, architecture, security operations, application teams, infrastructure teams, vendors, and regional operations teams to deliver best-in-class service outcomes.

Job Qualifications

Required:

• 5+ years of IT experience, with at least 3 years focused within IAM and/or Active Directory, to include but not limited to:
  • LDAP
  • Active Directory Users & Computers
  • Domain Controllers
  • PowerShell
  • GPO
  • Windows Server 2019/'22/'25.
• At least 1 year of experience working within an IT Operations focused role
  • Maintaining and patching servers
  • Fulfilling and answering SNOW tickets
  • Responding to IT emergencies impacting the business
  • Safeguarding availability of AD services to the business
  • Defining and executing service improvement ideas/plans
  • Tracking & Improving service health metrics
• Able to define strategy and leads the delivery and transformation of business outcomes through IT within major business/organization services, products, or programs.
• Ability to work hybrid schedule in Cincinnati, OH based office.

Preferred:

• Certifications: MS Certified in applicable technology, ITIL V4 or V5, Site Reliability Engineer (SRE), CISSP, or any other applicable information security related certifcates.
• Bachelor's degree in Computer Science, Information Technology, Cyber Security, or related field.
  
  

Compensation for roles at P&G varies depending on a wide array of non-discriminatory factors including but not limited to the specific office location, role, degree/credentials, relevant skill set, and level of relevant experience. At P&G compensation decisions are dependent on the facts and circumstances of each case. Total rewards at P&G include salary + bonus (if applicable) + benefits.  Your recruiter may be able to share more about our total rewards offerings and the specific salary range for the relevant location(s) during the hiring process.

At P&G, we believe that diverse experiences help build strong leaders. Mobility is a key component of many management careers, providing opportunities to grow through different assignments, locations, and business challenges. Candidates should be prepared to consider relocation opportunities throughout their career as business needs and development opportunities arise. 

We are committed to providing equal opportunities in employment. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Immigration Sponsorship is not available for this role. For more information regarding who is eligible for hire at P&G along with other work authorization FAQ’s, please click HERE.

Procter & Gamble participates in E-Verify.

Qualified individuals will not be disadvantaged based on being unemployed. 

P&G is dedicated to meeting the needs of applicants requesting an accommodation/adjustment due to a disability in order to complete the online application process.  If you have a disability that affects your ability to complete our online application process, please visit our Disability Accommodation Page.

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