Cybersecurity Operations Supervisor

 Department Overview

The Cybersecurity Operations Supervisor 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 to the 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 fostering high levels of accountability among those teams.

This individual will be responsible for overseeing the day-to-day support of the IAM platform and the maturity of operational processes. The ability to translate technical findings into operational actions is critical, as is partnering closely with engineering, service managers, and up/downstream system teams. The pace can be fast, and this role requires someone who is driven, detail oriented, and able to adapt quickly to changing priorities while maintaining strong operational governance. 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!

· Manage the day-to-day operational support of our IAM platform comprised of ten services.

· Monitor support queues across our IAM services to ensure appropriate ticket management based on best practice and service level agreements.

· Serve as a strong resource within the IAM team with an understanding of platform functionality, integrations, and dependencies.

· Analyze, coordinate, and partner with cross-functional teams to remediate data issues affecting the IAM platform and downstream systems.

· Monitor, analyze, and report on ticket volume along with patterns and trends to identify recurring problems and opportunities for operational improvement.

· Accountable for escalation management, serving as a key point of contact for high impact or time sensitive issues ensuring timely resolution.

· Create, maintain, and govern knowledge articles, standard operating procedures (SOPs), and knowledge transfer (KT) sessions.

· Manage operational observability, metrics, and reporting to provide visibility into platform health and performance, risks, and support.

· Drive continuous improvement initiatives related to cybersecurity operations processes, workflows, and documentation standards.

· Oversee Incident and Problem Management ensuring proper root cause analysis and resolution.

· Monitor and analyze performance metrics and KPIs to identify trends and areas for improvement to ensure productivity, customer satisfaction, and quality of services

· Bachelor’s degree or an equivalent combination of education, training, and work experience

· 3+ 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

· Ability to understand business challenges, drive process improvements and translate into solutions

· Experience in ITSM tools such as ServiceNow

· Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and stakeholders at various organizational levels

· Experience with data workflows, observability, and governance a plus

· Knowledge and experience of IAM concepts, protocols, and technologies are a plus

Bonus Eligible:  YES

Long - Term Incentive:  NO

Benefits Eligible: YES

The expected salary range for this role is $104,482.00 - $130,602.00 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. 

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.