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.
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).
Robust 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.