Senior Engineer, IGA/IAM Support Operations

Responsabilities

• Resolve technical issues through debugging, research, and investigation
• Provide support for the system within agreed service levels
• Manage the effectiveness of Incident, Service Request, Change, and Problem management processes for the service area
• Provide technical oversight on P1/SEV1 incidents
• Provide ongoing communication of ticket status per SLA
• Attend customer facing status calls daily/weekly, when appropriate
• Train, mentor, and host workshops for engineers on emerging technology, processes or level up new hires
• Responsible for the maintenance of system configurations and process documentation, operating procedures, and infrastructure support documentation
• Help with operations after go-live, ensuring SLAs are adhered to and met
• Work closely with business, Engineering, Infrastructure/DevOps and Security teams on activities related to supporting the IAM service offerings
• Follow approved life cycle methodologies
• Create knowledge documentation for testing, troubleshooting, mitigation, and resolution

Qualifications

• Bachelor's or equivalent experience in Engineering or CIS/Cyber Security/IT field
• 4-5 years of customer facing Technical Support OR 3-4 years of industry experience in administration of Identity Management and Governance products in design, development, customization, configuration, and deployment
• 1-2 years as a technical lead and mentor or trainer
• Experience with ticketing tools such as Freshdesk, ServiceNow, JIRA, Remedy, etc
• Experience with log analysis using tools such as Observe, Splunk, Loggly, etc
• Understanding of SLAs and the importance of meeting SLAs
• Ability to provide 24/7 on-call support as an SME (on a rotational basis)
• Experience with documentation of policies and procedures as well as KCS principles and/or KM discipline
• Ability write and read complex MySQL/SQL queries that will be used to troubleshoot incidents
• Knowledge and experience in invoking REST/SOAP webservices using tools such as Postman
• Experience with cloud platforms (AWS, Azure) and use of Elasticsearch
• Knowledge of Java/J2EE
• Experience in Unix Shell/Perl scripting
• Knowledge of Microservices (Kubernetes or Spring Cloud)
• Knowledge of and experience with cloud monitoring (Datadog, Dynatrace, etc) or similar industry technologies is preferred


• Ability to excel in a team-oriented, project-based work environment
• Strong critical thinking skills, and the ability to think on your feet, adapt and overcome
• Strong interpersonal and business communication skills
• Must be able to thrive in a fast-paced, high energy environment
• Ability to dissect requirements into usable test cases and a test plan that covers new functionality, while keeping an eye on all other aspects that ensure full testing coverage