Michael Herdeen

About Michael Herdeen

I’m a Technical Operations Manager specializing in Identity & Access Management, leading global teams to deliver reliable, high-quality managed services for complex enterprise environments. At IDMWORKS, I oversee daily operations, coach and develop a distributed team, and drive continuous improvement across processes, documentation, and customer engagement.I manage escalations and major incidents (L1/L2, P1/P2) for one of the largest SailPoint implementations in the world, supporting more than six million identities, while maintaining strong SLA performance and clear, proactive communication. I partner closely with customers to understand their needs, translate requirements into actionable enhancements, and coordinate cross-functional execution that aligns with their long-term success.My focus is simple: build trust, elevate delivery, strengthen operational discipline, and ensure every customer interaction reflects excellence.Previously:At the helm of Accenture\'s Life & Annuity Platform (ALIP) DevOps and Technical Support Services, my leadership has been pivotal in delivering scalable solutions and managing large-scale infrastructure projects. Leading a team of 50+ Support Analysts, DBA\'s and Technical Architects spread across the US, Mexico, and India, my expertise in technical support and IT operations has driven significant cost reductions and enhanced system performance for client teams.Championing a culture of innovation, collaboration, and continuous improvement, our team successfully transitioned a cloud-based production system to a client-owned solution, saving the client $720K annually. Led multiple data center migrations, reducing costs by 15% and minimizing disruption. My relentless focus on operational excellence and team empowerment ensures that every project under my stewardship not only meets but exceeds our clients\' expectations.

Experience

1. Technical Operations Manager

   IDMWORKS

   Apr 2025 — Present

Education

• Cittone Institute (Lincoln Tech now)

  Certificate, Computer Programming

Skills

• Microsoft Sql Server
• Sdlc
• Db2
• Agile Methodologies
• Aix
• Pmo
• Pmp
• Solaris
• Software Project Management
• Tomcat
• Project Management
• Web Services
• Oracle HR
• Ibm Aix
• Sybase
• Software Development
• Soa
• Systems Analysis
• Weblogic
• Oracle
• Requirements Analysis
• Websphere
• Integration
• Sql
• Business Analysis
• Linux
• Xml