Excellent knowledge of the Oracle Identity Management product (Oracle 11g, modules OIM and OIA). Excellent abilities to analyze and resolve incidents reported by the users via the 1st Level support team. Excellent problem management skills.
Excellent understanding of identity and user management processes.
Experience in service management processes, especially incident management, problem management, change management.
Ability to analyze identity and access management data to ensure the data quality and the related interfaces.
Execute and test mass data changes.
Perform delegated operations activities.
Be able to run jobs, scripts, & perform simple configuration and data changes in the system.
Document new work procedures and perform training for new employees in the team.
Responsible for handling / tracking & escalation of faults to/from 1st line/2nd line support teams and 3rd parties
Interaction and follow-up with Service Desk / VT-IS and Application Operations team for resolution of Incidents & Service Requests
Liaising with support groups and other departments on planned maintenance activities, technical issues and major incidents
Managing Incidents/ Service Requests/User Access Requests End to End and associated activities within agreed SLAs
Performing routine checks and preventative application maintenance
Responsible for generating reports from the system.
Create and maintain hand-over documents.
Daily reporting to team and senior operators on the completion of operational processes
Basic knowledge of Active Directory and LDAP identity and access management systems
Basic Knowledge of ITIL, incident management, problem management etc.
Basic Monitoring Tools knowledge.
Working knowledge in Remedy or similar ticketing tool.
Average Unix Knowledge: Unix Operating Systems, Shell Scripting, Error Diagnostic and Fixing,
Good Database Knowledge: Ability to execute SQL queries and other DML and DDL commands. Good understanding of database concepts.
Good analytical & troubleshooting skills.
Excellent Communication skills.