L3 Identity Engineer

• Primary Responsibilities: Serve as the subject matter expert for identity management systems, providing strategic guidance. • Handle complex issues and problems with little to no supervision. • Maintain deep understanding of security policies and standards for identity management. • Conduct in-depth analysis of system issues and recommend permanent solutions to recurring problems and provide suggestions for improvement and/or enhancements. • Act as a liaison with other IT teams, vendors, and stakeholders to coordinate integration efforts and resolve cross-functional issues. • Complete shift hand-off tasks to ensure that there is a seamless transition between shifts on open items. • Be a Subject Matter Expert and go-to support for the Level 2 Identity Engineers on shift when they need assistance. • Key Responsibilities:IAM Support Rockstar: Utilize your expertise in Oracle Identity Management (OIM) and similar platforms like Azure Active Directory, Ping Identity, etc., to provide top-notch support. • ITSM Ticketing and Alerting: Leverage your experience with IT Service Management (ITSM) ticketing systems such as ServiceNow to efficiently manage incidents and alerts. • Observability Platforms: Proficiently use observability platforms like Dynatrace for infrastructure and application observability, enabling detailed root cause analysis on alerts. • Troubleshooting Guru: Showcase your knack for troubleshooting and resolving issues swiftly and effectively. • Effective Communicator/Collaborator: Collaborate seamlessly with team members and stakeholders, ensuring clear communication at all levels. • Independent Problem Solver: Demonstrate the ability to figure things out independently, especially when there's no documented resolution available. • Escalation Protocol: Follow a rigorous escalation protocol, escalating only when all avenues for resolution have been thoroughly explored. • Knowledge Management: Take ownership of updating and creating knowledge base articles, contributing to the collective expertise of the team. • Ticket Ownership: Own tickets from inception to resolution, ensuring a seamless customer experience throughout. • Patching Services: Provide patching services as part of the overall identity management process, contributing to the security and stability of systems. • Other support tasks as assigned. • Additional Focus Areas: Deliver a higher value service by documenting alert details, performing comprehensive root cause analysis, and attempting resolution before considering escalation to Level 2 or Level 3 support. • Qualifications: Bachelor's degree in computer science, Information Technology, or equivalent experience in related field. • Extensive experience and expertise in technical support. • Proficiency in ServiceNow, Jira and Confluence. • In-depth knowledge of identity management technologies and observability platforms like Dynatrace and Log aggregation platforms (e.g., Splunk or Logscale) for root cause analysis. • Strong knowledge 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 & Oracle. • Experience with both Windows and Linux. • Familiarity with Vulnerability Management processes and experience with Vulnerability Management tools (e.g. Archer). • Strong troubleshooting skills with a track record of issue resolution. • Excellent communication and collaboration skills. • Ability to work independently and take ownership of tasks. • Ability to identify automation opportunities within a support environment. • Eagerness to learn and adapt in a dynamic environment. • Certifications in relevant technologies are a plus. Focused and Required Areas: BIG Panda, dyntrace is required. ​We need candidates who have very strong experience in supporting Windows & Linux operating systems, experience with ITSM processes (Incident, Change and Problem Management – ideally in Service Now), and experience using monitoring tools such as Dynatrace, Logscale and Elastic. Experience in working with response & resolution SLAs and escalation metrics, a good understanding of Certificate Management (using Difenda), OS Patching, and experience with Vulnerability Management are also areas where previous experience is desired. Skills: Dynatrace, Vulnerability, Itsm Experience: 4.00-6.00 Years