Security Services Team manages the infrastructure and environment to support the Enterprise Directory, Identity Management, Authentication and Access Management that enable other IO and Solution Delivery teams to provide secure applications to our customers.
The IO IAM Administration Technologist is responsible for
Supporting the group to ensure Identity and Access Management (IAM) related services are delivered to meet customer business needs and expectations.
Ensuring proper documentation, notification, escalation, tracking and follow up of all incidents
Performs initial level of problem identification and attempts to resolve when appropriate; otherwise, documents all troubleshooting efforts in problem ticket and makes prompt notification to responsible party for resolution in order to minimize the amount of time taken to resolve customer issues.
Assists with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement.
Ensures that correct resolutions are found and involves appropriate areas in resolving problems when needed
Performs incident notification and escalation to ensure problems/request/issues are communicated effectively and receiving proper management attention.
Actively participates in preventive maintenance, by documenting common problems and sharing information required for the team to be successful
Documents and maintains internal procedural standards relating to support role as required
Completes periodic reports as requested by manager
Provides after-hour and weekend on call support when required
Maintains a high-degree of professional conduct at all times
Develops and maintains product knowledge, business and professional skills by participating in on-the-job and other training courses Knowledge/Skills
Experience (1-2yrs +) of a technical support or ID management environment.
Experience (1 yr+) of an operational environment preferably Microsoft Active Directory or Windows server 2003
Experience (1-2 yrs +) within the customer service area
Good analytical, troubleshooting and problem-solving skills
Good priority management skills
Good communication and collaboration skills
Ability to develop technical documentation, technical communications and project work plans.
Ability to facilitate knowledge transfer within team and outside customer groups
Ability to install and use a variety of software applications
Team player who also works well independently; self-motivated. * Understand and work with a culturally diverse team.
Experience: 6 months to 1 Year