L3 Identity Engineer

Job Description:

About Us: Become a part of Artech, where we are leading the way in innovative identity management solutions. This position goes beyond mere support; it is an opportunity to engage in a pilot initiative that demonstrates our capabilities and paves the way for future advancements. As a Level 3 Identity Engineer, you will play a crucial role in showcasing our expertise and ensuring the effectiveness of our operations.

Primary Responsibilities:

• Act as the subject matter expert for identity management systems, delivering strategic insights.
• Tackle complex challenges with minimal supervision.
• Maintain a comprehensive understanding of security policies and standards related to identity management.
• Perform thorough analyses of system issues, recommending long-term solutions for recurring problems, and suggesting improvements and enhancements.
• Serve as a liaison between various IT teams, vendors, and stakeholders to facilitate integration efforts and address cross-functional challenges.
• Execute shift hand-off tasks to ensure a smooth transition between shifts for ongoing issues.
• Be the go-to support and Subject Matter Expert for Level 2 Identity Engineers during their shifts.

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 Alert Management: 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 comprehensive infrastructure and application monitoring, facilitating detailed root cause analysis on alerts.
• Troubleshooting Specialist: Exhibit your ability to swiftly and effectively troubleshoot and resolve issues.
• Effective Communicator and Collaborator: Work collaboratively with team members and stakeholders, ensuring clear communication across all levels.
• Independent Problem Solver: Showcase your capability to independently resolve issues, particularly in the absence of documented solutions.
• Escalation Procedures: Adhere to a strict escalation protocol, escalating issues only after thoroughly exploring all resolution options.
• Knowledge Management: Take responsibility for updating and creating knowledge base articles, enhancing the team's collective knowledge.
• Ticket Management: Own tickets from start to finish, ensuring a seamless experience for customers throughout the process.
• Patching Services: Provide patching services as part of the overall identity management strategy, contributing to system security and stability.
• Additional support tasks as needed.

Additional Focus Areas:

• Enhance service value by documenting alert specifics, performing thorough root cause analysis, and attempting resolutions prior to escalating to Level 2 or Level 3 support.

Qualifications:

• Bachelor's degree in computer science, Information Technology, or a related field with equivalent experience.
• Extensive experience in technical support.
• Proficient in ServiceNow, Jira, and Confluence.
• In-depth understanding of identity management technologies and observability platforms like Dynatrace, as well as log aggregation tools (e.g., Splunk or Logscale) for root cause analysis.
• Strong grasp of identity management platforms and protocols, with expertise in at least one major platform (e.g., Azure Active Directory, Okta, Ping Identity).
• Familiarity with CyberArk and Oracle.
• Experience with both Windows and Linux operating systems.
• Knowledge of Vulnerability Management processes and experience with Vulnerability Management tools (e.g., Archer).
• Strong troubleshooting abilities with a proven track record of resolving issues.
• Excellent communication and teamwork skills.
• Ability to work independently and take full ownership of assigned tasks.
• Capability to identify opportunities for automation within a support environment.
• Willingness to learn and adapt in a fast-paced environment.
• Relevant certifications in applicable technologies are a plus.