• Oversee daily access request intake through ServiceNow, ensuring all requests include required data (employee identity, manager, employment type, location, access intent) and follow approved provisioning workflows • Own and execute the IAM escalation protocol across all tiers: Tier 1 (Day 1–3): Ensure IAM Provisioners/Analysts complete standard follow-up on open tickets • Tier 2 (Day 4–8): Serve as the formal escalation point with SLA tracking and documentation • Tier 3 (Day 8–10): Coordinate cross-functional escalation meetings with IAM Director • Tier 4+ (Day 10–14): Facilitate handoff to Partnership Success and executive stakeholders with formal incident reports • Monitor and enforce IAM SLAs: client access provisioning ≤14 days from approved request; termination SLA = 24 hours • Collaborate with Risk, Compliance, and Audit teams to meet regulatory and internal control requirements (HIPAA, SOC 2, HITRUST) • Identify and eliminate manual, repetitive intake and escalation processes — manual provisioning is technical debt • Partner with IAM engineering to onboard intake workflows into SailPoint, ServiceNow Flow Designer, and Entra ID for automation • Serve as the IAM liaison with Partnership Success for client-facing escalation communication • Participate in request fulfillment — this will be 40% or more of time

• Ensures THD At Home Services compliance with state and local regulatory license requirements which includes holding and maintaining specific trade licenses. • Building and maintaining relationships with state and local officials and trade organizations. • Overseeing Field compliance activities (e.g. Service Provider compliance with licensing, permitting, professional standards, etc.). • Performing Service Provider jobsite quality and compliance audits. • Responsible for the compliance of all jobs performed by THD Service Providers in their specific categories and geography. • Responsible for ensuring Service Providers are complying with all state and local regulatory contractor requirements (licensure, permitting, inspection) and trade standards. • Perform all duties necessary to attain and/or maintain specific trade licenses on behalf of THD, such as take state regulated exams and complete continuing education requirements. • Primary decision-maker regarding resolution of customer complaints related to THD Services installations. • Meet with state and local officials and/or trade groups to discuss and/or resolve compliance issues. • Perform ad hoc data analysis to identify areas of risk and/or non-compliance; report findings and propose solutions and suggested process improvements.

• Delivering value by coaching end users on product enhancements, surgical parameter optimization, intraoperative technique, and procedure changes. • Demonstrating clinical expertise and reliability through a regular presence in the operating room with Alcon surgical equipment users. • Execute product trials in the operating room or wet lab settings to showcase features, benefits, and functionality to Alcon equipment users. • Maintain technical excellence in Cataract and Vitreoretinal Surgery, and ophthalmic surgical visualization through continuous learning. • Provide primary support for troubleshooting during surgeries, ensuring smooth intra-operative experiences for end users. • Generate leads, draft sales proposals, and lead the equipment sales process with a focus on meeting end users' needs. • Document site visits accurately and promptly, capturing essential details to enhance customer support and outcomes. • Support Alcon Employee Instrumentation training programs, contributing to the skill development of employees for improved overall performance. • Serve as a clinical and technical expert to drive adoption of Alcon technology while completing all administrative responsibilities accurately and on time, including CRM updates, forecasting, and expense management.

• Leading, mentoring, and developing a highly engaged team of software developers and team leads. • Managing multiple software development projects through the full Software Development Lifecycle (SDLC), from planning through production release. • Partnering with business stakeholders, IT leadership, and cross-functional teams to deliver scalable business solutions. • Driving Agile and Scrum best practices, development processes, release planning, and continuous improvement initiatives. • Providing leadership and oversight for enterprise application architecture, design decisions, and technical direction. • Evaluating technical trade-offs and ensuring solutions align with business objectives, scalability requirements, and long-term technology strategy. • Supporting application modernization initiatives and cloud-based solutions leveraging Microsoft Azure. • Managing development workflows, planning activities, and delivery metrics using Jira and the Atlassian platform. • Identifying opportunities to improve team effectiveness, documentation, governance, and operational processes. • Contributing to strategic initiatives including AI adoption, international expansion projects, and enterprise technology transformation efforts.