Remote Technical Analyst

Summary

Join IDMWORKS as an integral member of their tight-knit team of IAM pros, delivering amazing customer experiences and creating long-term business partnerships. As a pioneer in remote-work for 20 years, IDMWORKS offers a comprehensive range of services to enable enterprises to effectively manage, secure, and scale employee and customer access to systems, data, and software applications.

Requirements

• Extensive customer support and management experience
• 4 - 8 years of experience and exposure to at-least one IAM product (OIM, Sailpoint, MIM, etc.)
• Experience on Enterprise directories (LDAP, Active Directory, etc.)
• Hands-On experience to Incident Management system (Remedy, OTRS, Service Now etc.)
• Basic knowledge of Java, .NET, or similar object-oriented programming language (any one)
• Relational databases (Oracle, MSSQL, MySQL, etc.)
• Operating systems (Windows and Unix)
• Application servers (Tomcat, WebSphere, WebLogic etc.)
• Excellent communication and interpersonal skills
• Excellent analytical approach and problem solving skills
• Understanding of software development life cycle, source control and support tools
• ITIL v3 Foundation or above is a plus

Responsibilities

• Must have experience in Identity and Access Management
• Good hands-on experience in Ping Products (other IAM/SSO products are a plus)
• Excellent problem solving and troubleshooting skills especially with Ping Products
• Experience in L2/L3 Support and support processes
• Ability to communicate effectively
• Provide real time resolution on a wide range of technical and non-technical customer issue
• Strong analytical and troubleshooting skills for problem determination, workaround resolution, root cause analysis, major incident management etc
• On-Call: willingness to receive calls and support during off-office hours and over weekend (as required)
• Willingness to learn new technology (primary and secondary skill)
• Perform development and enhancement activities based on customer requirements
• Guide team to perform day-to-day operations and mentor them to enhance their skills
• Skillful to get knowledge of existing implementation from customer / vendor
• Provide assistance and cover for other team members
• Play the role of individual contributor and become a focal point of contact for customer
• Gather requirements from customer for enhancement requests
• Provide a high level of customer service with pro-active communication
• Work with vendor product support to open, troubleshoot, and resolve product issues
• Should be able to provide inputs for Weekly Status Report/Periodic Status Report