Provide Tier 2 and Tier 3 customer-facing support for federal ICAM environments. Resolve identity lifecycle, provisioning, entitlement, authentication, SSO, MFA, federation, and conditional access issues across SailPoint, Microsoft Entra ID, and GitHub. Document incidents in ServiceNow, perform root cause analysis, support change validation, maintain knowledge articles, report SLA metrics, and coordinate with engineering, security, platform, and government stakeholders.

Manage and integrate products across programs, plan/schedule/monitor projects, coordinate cross-functional Agile teams, support cloud migration/modernization, apply PM standards, track finances and EVM, and ensure timely releases through deployment.