Manager, Technology Experience (IAM) ID-1915
Netflix is one of the world's leading entertainment services with 278 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.
The Role
We are looking for a highly motivated and experienced Technology Experience Manager (IAM) to lead our dynamic team in Manila, operating in a hybrid office environment in Makati City. As a key member of a Global Team, you will oversee and manage the account and access needs across all regions, ensuring the security and integrity of our systems and data. The role requires close collaboration with various departments to implement and enforce access policies, provide support for access-related issues, and drive continuous improvement in our processes.
As a leader, you will champion the end-user experience by driving product and workflow improvements. You will play an essential role in transforming user friction with technology into seamless, effortless experiences, aligning with the mission of the Netflix Technology team (N-Tech) to be a proactive Learning Engine for Netflix.
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KEY RESPONSIBILITIES:
Led a team of stunning colleagues through a rapid-paced environment focused on organizational health, change management, and people leadership.
Act as a technical escalation when needed, providing guidance and assistance to the team in unlocking issues.
Create a healthy team environment while balancing operational excellence.
Review and manage key performance indicators such as SLAs, ticket backlogs, etc.
Utilize metrics and data to analyze business priorities, drive strategic decision-making, and set goals. Align team objectives with the broader organizational mission and vision, ensuring that efforts contribute to overall business success.
Foster a curiosity-based mindset within the team and help lead individuals through personal growth planning.
Partner with peers and stakeholders across different regions to ensure alignment and transparency in business discussions.
Build and maintain strong relationships with stakeholders and partners in a global workforce.
Manage financial forecasts and budget planning for the team. Ensure efficient resource use and maintain financial discipline while achieving operational goals.
| SKILLS AND EXPERIENCE :
Proven experience in a management role in Identity Access Management, IT Support, or a related field, with the added advantage of having led a team of 8+ individuals.
Strong understanding of Identity Access Management principles, technologies and best practices.
Experience with IAM tools such as Okta, Azure AD, or similar.
Strong foundational understanding of IT infrastructure, networking, cloud and SaaS applications, and hands-on experience in Google G Suite.
Proficient in advanced troubleshooting for Mac OS, Chrome OS, Windows OS, Linux, and various applications
Extensive experience in operations and/or support environments at scale.
Strong leadership and team management skills.
Ability to adapt to an ever-changing and growing environment.
Proficiency in financial forecast management and budget planning.
Demonstrated capacities in workforce and resource management.
Expertise in tiered support structures, escalation matrices, and gleaning insights from ticketing systems.
Proven track record of fostering collaborative relationships with partner teams.
Strong communication skills to effectively engage with both technical and non-technical stakeholders in a global and diverse environment. Executive communication, a plus.
Experience making informed and agile decisions at the global, regional, or country level, with a focus on high-velocity execution.
Awareness of ensuring that your team and structure align with the greater organization's mission and vision.
Expertise in utilizing metrics and data to analyze and assess business priorities, drive decision-making, set strategy, and measure success in achieving organizational goals.
Flexibility in working hours to meet the needs of the business.
We are an equal opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, ethnicity, religion, color, place of birth, sex, gender identity or expression, sexual orientation, age, marital status, military service status or disability status.
