Level 3 Identity Engineer

Shift: 10:30 PM To 07:00 AM IST Both Side Cab Available

Work from office - India - Must work from Artech Office in Bangalore.

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 workplace.
- Eagerness to learn and adapt in a dynamic environment.
- Certifications in relevant technologies are a plus.

Skills: Splunk, Iam, Kibana, Vulnerability Management, Cyberark, Datadog

Experience: 4.00-10.00 Years

📌 Level 3 Identity Engineer (Bengaluru)
🏢 Artech Infosystems Private
📍 Bengaluru