L3 Identity Engineer

ob Description:

About Us: Join our team at Artech, where we're pioneering innovative solutions in identity management. This role is not just about providing support; it's about being a part of a pilot program that showcases our capabilities and sets the stage for future growth. As a Level 3 Identity Engineer, you'll be at the forefront of proving our expertise and ensuring the success of our operations.

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.