Manager, Cybersecurity Operations (Identity and Access Management)

Company Description:
McDonald's growth strategy, Accelerating the Arches, encompasses all aspects of our business as the leading global omni-channel restaurant brand. As the consumer landscape shifts we are using our competitive advantages to further strengthen our brand. One of our core growth strategies is to Double Down on the 3Ds (Delivery, Digital and Drive Thru). McDonald's will accelerate technology innovation so 65M+ customers a day will experience a fast, easy experience, whether at one of our 25,000 and growing Drive thrus, through McDelivery, dine-in or takeaway.
McDonald's Global Technology is here to power tomorrow's feel-good moments.
That's why you'll find us at the forefront of transformative technology, exploring new and innovative ways to serve our millions of customers and spread happiness one delicious Hot Fudge Sundae-dipped fry at a time.Using AI, robotics and emerging tech, we're digitizing the Golden Arches. Combine that with our unparalleled global scale, and we're reshaping all areas of the business, industry and every community that is home to a McDonald's restaurant.We face complex tech challenges every day. But that's where our diverse and talented teams come in. They're made up of the best and brightest from all over the globe, and they thrive in the space where feel-good meets fast-paced.
Check out the McDonald's Global Technology Technical Blog to learn how technology and our global team are directly enabling the Accelerating the Arches strategy.
Department Overview
Leading the security of our business is the Global Cyber Security (GCS) organization made up of leading practitioners who partner with the enterprise and provide security for the next set of groundbreaking opportunities. We take on the highest security challenges for McDonalds - driving security platforms, enabling McDonalds to do business securely, and helping continuously mature secure practices for McDonalds all while improving operational effectiveness. GCS provides access to compelling career paths for seeking technologists. It's bonus points when you get to see your family and friends using the tech you secure at their favorite McDonald's restaurant.
Job Description
The Cybersecurity Operations Manager will be a part of the Identity and Access Management (IAM) team and will work in close collaboration with the IAM service managers, and Global Technology market personnel. This role will report Cybersecurity Operations Senior Manager and will be an individual contributor. This person will be responsible for developing and maintaining solid working relationships with our managed security service providers (MSSP) involved in the delivery of identity and access support and operations while forstering high levels of accountability among those teams.
This individual will operate with an IT Service Management (ITSM) mindset ensuring industry best practices are followed to deliver a high level of value to McDonald's. This person will monitor support queues across our IAM services to ensure tickets are handled accurately and in a timely manner, perform trend analysis, and oversee the effort to address these trends for continual service improvements. This is an exciting opportunity to continue to evolve and enhance the global identity and access management platform at the world's largest restaurant company!
Responsibilities

• Provide ITSM oversight in the areas of identity and access management ensuring alignment with best practices and security standards.
• Identify areas of opportunity based on business feedback, trend analysis, and collaborative effort to improve the IAM services and processes that surround them.
• Management of functions such as Change, Problem, Incident, Request, and Knowledge Management.
• Collaborate with cross-functional teams, including developers, engineers, and project managers on IAM services.
• Over see Incident and Problem Management ensuring proper root cause analysis and resolution.
• Collaborate with IAM teams to provide insight towards the product roadmap, translate business needs into technical solutions, and consult on IAM processes.
• Develop and monitor reports and dashboards for improved visiblity to ticket volume and state of the IAM platform.
• Partner with developers and the Deployment team when transitioning project and enhancement go-lives to operations.
• Manage IAM ticket blocking issues, set expectations, and improve our customer satisfaction.
• Oversee the MSSPs who support our IAM platform to ensure obligations and expectations are met.
• Collaborate with other IT teams, stackholders and vendors to deliver effective IAM solutions.
• Monitor and analyze performance metrics and KPIs to identify trends and areas for improvement to ensure productivity, customer satisfaction, and quality of services.

Qualification

• Bachelor's degree or equivalent experience or an equivalent combination of education, training, and work experience
• 5+ years of professional experience in an ITSM framework, IT Operations or equivalent
• Demonstrate experience in ITSM functions such as Change, Problem, Incident, Request, and Knowledge Management
• Demonstrate ability to lead technical products, driving clarity, understanding and discussing technical concepts, managing tradeoffs, and evaluating potential concepts with internal and external partners
• Ability to understand business challenges, drive process improvements and translate into solutions
• Experience in ITSM tools such as ServiceNow
• Analytical and problem-solving skills, with the ability to assess business requirements and translate them into practical IAM solutions
• Superb communication and social skills, with the ability to effectively collaborate with multi-functional teams and collaborators at various organizational levels
• Relevant ITSM framework certifications such as ITIL v3, ITIL 4, or similar
• Knowledge and experience of IAM concepts, protocols, and technologies are a plus
• Familiarity with cybersecurity principles and guidelines are a plus

Compensation
Bonus Eligible: YES
Long - Term Incentive: YES
Benefits Eligible: YES
Salary Range
The expected salary range for this role is $129,800.00 - $165,490.00 per year
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we may also consider your experience, and other job-related factors.
Additional Information:
Benefits eligible: This position offers health and welfare benefits, a 401(k) plan, adoption assistance program, educational assistance program, flexible ways of working, and time off policies (including sick leave, parental leave, and vacation/PTO). Eligibility requirements apply to some benefits and may depend on job classification and length of employment.
Bonus eligible: This position is eligible for a bonus, calculated based on individual and company performance.
Long term Incentive eligible: This position is eligible for stock or other equity grants pursuant to McDonald's long-term incentive plan.
McDonald's is an equal opportunity employer committed to the diversity of our workforce. We promote an inclusive work environment that creates feel-good moments for everyone. McDonald's provides reasonable accommodations to qualified individuals with disabilities as part of the application or hiring process or to perform the essential functions of their job. If you need assistance accessing or reading this job posting or otherwise feel you need an accommodation during the application or hiring process, please contact [email protected]. Reasonable accommodations will be determined on a case-by-case basis.
McDonald's provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to sex, sex stereotyping, pregnancy (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), race, color, religion, ancestry or national origin, age, disability status, medical condition, marital status, sexual orientation, gender, gender identity, gender expression, transgender status, protected military or veteran status, citizenship status, genetic information, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Nothing in this job posting or description should be construed as an offer or guarantee of employment.