L3 Indentity Engineer

Job Title: Level 3 Identity Engineer Backfill role Work from office - India - Must work from Artech Office in Bangalore. 2 to 4 yrs Job 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. Skills: Active Directory, Saml, Oauth, Ldap, Identity Management, Access Control, Security Protocols, API Security Experience: 4.00-8.00 Years