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IAM Authentication Support Engineer - v1
IAM Authentication Support Engineer - v1
IAM Authentication Support Engineer - v1
The IAM Authentication Support Engineer spends most of the time (75% or more) supporting
end users and responding to system related incidents. Ensuring that authentication and
authorization systems are operating efficiently and are stable is a business-critical function.
Aside from responding to end user requests and system incidents, the monitoring of production
servers and services will be conducted and reported to IAM leadership on an agreed upon
cadence. It is expected that this resource will act in a professional manner to support end users
and assist on other work efforts, as needed, for an effective authentication and authorization
program.
Strong working knowledge of the following software, tools, standards, and protocols:
Entrust GetAccess, Ping, Azure ADB2C, SAML, OAuth 2.0, OIDC, REST API, JWT,
SOAP, MFA, Postman and other authentication and authorization standards
Proficient in analyzing logs
Experience with Java programming, Oracle database, Apache, and IIS
Familiar with AppDynamics for monitoring and tuning
Scripting abilities a plus
Strong knowledge in load balancing methodology and in redundant and high availability
services
Ability to set priorities and follow project schedules
Knowledge of integration processes with directory services such as Active Directory and
Azure AD
Strong analytical and troubleshooting skills
Strong Middleware and runtime installation skills on Linux and Windows
Knowledge of operational support for production systems
Ensure operational processes are followed and evaluated for efficiency
Strong proficiency in reverse proxy architecture
Strong organizational, written, verbal and interpersonal communication skills
Must be able to work with and communicate with people of various knowledge levels
from the very technical to the casual user
Strong customer service skills
High level of attention to detail
Adhere to defined SLAs for incident and ticket response
Experience
Major Responsibilities:
Respond to end user requests and other system(s) incidents via internal ticketing system
Monitor, download, and apply the supported applications' upgrades, updates, and fixes
Monitor applications and services provided by those applications using monitoring tools
Monitor, report, and present metrics on performance to management on progress
Provide support with issues as needed
Report and respond to critical production outages
Provide technical assistance and consulting on problems that may be application related
Document process diagrams, data flow diagrams, flow charts, data maps, and data
dictionaries as appropriate
Investigate and document root cause for system outages
Collaborate with cross-functional technical teams to ensure high standards and quality of
products and services
Script or create simple programs to automate daily operational tasks
Review and propose standards and procedures
Update operations and user documentation as needed
Maintain technical knowledge of various applications and development tools
Provide technical assistance to team members as needed
Maintain documentation of processes to ensure accuracy
Perform other duties as assigned