L3 Identity Engineer

• Core Responsibilities: Act as the primary authority on identity management systems, offering strategic insights and guidance.
• Address complex challenges and issues autonomously.
• Maintain a comprehensive understanding of security policies and standards related to identity management.
• Perform thorough analyses of system-related issues, recommending long-term solutions for persistent problems and suggesting areas for enhancement.
• Serve as a point of contact for collaboration with other IT teams, vendors, and stakeholders to facilitate integration efforts and troubleshoot cross-functional challenges.
• Execute shift hand-off responsibilities to guarantee a smooth transition of open items between shifts.
• Become the go-to resource for Level 2 Identity Engineers during your shift, providing expert support.
• Key Responsibilities: IAM Support Expert: Apply your knowledge of Oracle Identity Management (OIM) and similar platforms such as Azure Active Directory and Ping Identity to deliver exceptional support.
• ITSM Ticketing and Monitoring: Utilize your experience with IT Service Management (ITSM) ticketing systems like ServiceNow to effectively handle incidents and alerts.
• Observability Tools: Skillfully employ observability platforms like Dynatrace for both infrastructure and application monitoring, facilitating detailed root cause analyses for alerts.
• Troubleshooting Specialist: Exhibit your ability to quickly and effectively troubleshoot and resolve issues.
• Strong Communicator/Collaborator: Work collaboratively with team members and stakeholders, ensuring effective communication at all levels.
• Self-Sufficient Problem Solver: Show your capability to resolve issues independently, especially when no documented solutions are available.
• Escalation Procedures: Adhere to strict escalation protocols, seeking escalation only after all potential resolutions have been explored.
• Knowledge Management: Take charge of updating and creating knowledge base articles, enhancing the team's overall expertise.
• Ownership of Tickets: Manage tickets from initiation through to resolution, ensuring a consistent customer experience.
• Patching Services: Deliver patching services as part of the identity management process, enhancing the security and stability of systems.
• Perform additional support tasks as required.
• Additional Focus Areas: Provide enhanced service by documenting alert specifics, conducting thorough root cause analyses, and striving for resolutions prior to escalating to Level 2 or Level 3 support.
• Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Significant experience and proficiency in technical support.
• Expertise in ServiceNow, Jira, and Confluence.
• Comprehensive understanding of identity management technologies and observability tools like Dynatrace, as well as log aggregation platforms (e.g., Splunk or Logscale) for root cause analysis.
• Strong knowledge of identity management platforms and protocols, demonstrating expertise in at least one major solution (e.g., Azure Active Directory, Okta, Ping Identity).
• Familiarity with CyberArk and Oracle.
• Experience working with both Windows and Linux operating systems.
• Understanding of Vulnerability Management procedures and experience with related tools (e.g., Archer).
• Exceptional troubleshooting abilities with a proven track record of resolving issues.
• Outstanding communication and collaboration skills.
• Capacity to work independently and take ownership of responsibilities.
• Aptitude for identifying automation opportunities within a support framework.
• Willingness to learn and adapt in a fast-paced environment.
• Relevant certifications are advantageous.

Essential and Required Areas:

Experience with BIG Panda and Dynatrace is mandatory.

We are looking for candidates with robust experience in supporting both Windows and Linux operating systems, familiarity with ITSM processes (Incident, Change, and Problem Management, preferably in ServiceNow), and proficiency in monitoring tools such as Dynatrace, Logscale, and Elastic. Knowledge of response and resolution SLAs and escalation metrics, along with a solid understanding of Certificate Management (using Difenda), OS Patching, and experience in Vulnerability Management, are highly desired.