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Digital Identity Support Leader (CIAM)

Digital Identity Support Leader (CIAM)

RandstadMexico City Metropolitan Area, Mexico
Hace 3 horas
Descripción del trabajo

A world leader in employee benefits solutions, Edenred is a Fintech offering payment solutions for specific uses serving businesses and people at work through more than 250 programs.

Edenred is a pioneer, a tech leader and the everyday companion for people at work across more than 46 countries. Our 12,000 employees are committed to making the world of work a better place for all, one that is safer, more efficient, and more user-friendly. At Edenred, our passion for customers, respect, imagination, simplicity and entrepreneurial spirit are our values. For anyone who needs to vibe in their professional life, we are the best place for you to work and grow.

Edenred is listed on the Euronext Paris stock exchange and included in the following indices : CAC Next 20, FTSE4Good, DJSI Europe and MSCI Europe.

As Digital Identity Support Leader, you’ll be part of the Digital Identity tribe, a combined Product and Tech team and part of Edenred’s Core Products organization.

Digital Identity is in charge of customer identity and access management (CIAM), Consent & Preference Mgt platforms and Notifications services.

Our services are critical for Edenred’s business and are largely used by 30 countries across 3 regions (Central / South America, EMEA and APAC).

YOUR MISSION AS CORE SUPPORT LEADER

As Digital Identity Support Leader, you will be responsible for ensuring the smooth operation, support, and continuous improvement of key services including :

  • CIAM (Customer Identity and Access Management),
  • Notification services (Infobip, AWS SNS, etc.),
  • Consent & Preference Management platforms (OneTrust, Didomi).

You will act as the primary point of contact for operational issues, incident management, and service performance, collaborating closely with global and local teams.

KEY RESPONSIBILITIES

Operational Excellence

  • Manage day-to-day support operations for Digital Identity services.
  • Define and monitor relevant KPIs (e.g., contact rate, NPS, SLA adherence).
  • Coordinate incident resolution and root cause analysis.
  • Ensure compliance with security, privacy, and regulatory standards.
  • Maintain and update documentation and operational procedures.
  • Lead service reviews and continuous improvement initiatives.

    • Collaborate with vendors and internal stakeholders to ensure service reliability and scalability.

    Team Leadership & People Management

  • Directly manage a team of three Support Engineers, providing clear direction, coaching, and performance feedback.
  • Set individual and team objectives aligned with business goals.
  • Identify training needs and support career development plans.
  • Handle administrative aspects of team management, including time tracking, workload balancing, and if necessary, dismissal procedures.

    • Your mission and scope can be extended to others sub domains of Core Products.

    REQUIRED SKILLS & EXPERIENCE

  • Proven experience in IT operations or support roles.
  • User centric behavior and mindset.
  • Familiarity with CIAM platforms, notification services, and consent management tools.
  • Strong problem-solving and communication skills.
  • Ability to work in a multicultural and distributed environment.
  • Fluent in English and Spanish.
  • Knowledge of network concepts.
  • Understanding of security technologies including WAF and digital certificates.
  • Familiarity JAVA and SQL
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    Digital • Mexico City Metropolitan Area, Mexico