Sr. Engineer, IAM Support - Federal Operations
About the job
Job Description
Requirements:
- Resolve technical issues through debugging, research, and investigation
- Provide support for the system within agreed service levels
- Manage the effectiveness of Incident, Service Request, Change, and Problem management processes for the service area
- Provide technical oversight on P1/SEV1 incidents
- Provide ongoing communication of ticket status per SLA
- Attend customer-facing status calls daily/weekly, when appropriate
- Train, mentor, and host workshops for engineers on emerging technology, processes, or level up new hires
- Responsible for the maintenance of system configurations and process documentation, operating procedures, and infrastructure support documentation
- Help with operations after go-live, ensuring SLAs are adhered to and met
- Work closely with business, Engineering, Infrastructure/DevOps, and Security teams on activities related to supporting the IAM service offerings
- Follow approved life cycle methodologies
- Create knowledge documentation for testing, troubleshooting, mitigation, and resolution
Qualifications:
- U.S. Citizenship: Applicants must be United States citizens.
- Bachelors or equivalent experience in Engineering or CIS/Cyber Security/IT field
- 4-5 years of customer-facing Technical Support (in FedRAMP environment preferred) OR 3-4 years of industry experience in the administration of Identity Management and Governance products in design, development, customization, configuration, and deployment
- 1-2 years as a technical lead and mentor or trainer
- Experience with ticketing tools such as Freshdesk, ServiceNow, JIRA, Remedy, etc
- Experience with log analysis using tools such as Observe, Splunk, Loggly, etc
- Understanding of SLAs and the importance of meeting SLAs
- Ability to provide 24/7 on-call support as an SME (on a rotational basis)
- Experience with documentation of policies and procedures as well as KCS principles and/or KM discipline
- Ability to excel in a team-oriented, project-based work environment
- Strong critical thinking skills, and the ability to think on your feet, adapt and overcome
- Strong interpersonal and business communication skills
- Must be able to thrive in a fast-paced, high-energy environment
- Ability to dissect requirements into usable test cases and a test plan that covers new functionality, while keeping an eye on all other aspects that ensure full testing coverage
- Ability write and read complex MySQL/SQL queries that will be used to troubleshoot incidents
- Knowledge and experience in invoking REST/SOAP webservices using tools such as Postman
- Experience with cloud platforms (AWS, Azure) and use of Elasticsearch
- Experience in Unix Shell/Perl scripting
- Knowledge of Microservices (Kubernetes or Spring Cloud)
- Knowledge of and experience with cloud monitoring (Datadog, Dynatrace, etc) or similar
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