Production Support Analyst

4 weeks ago

Blank, United States Judit Inc Full time
Job DescriptionJob Description

JOB TITLE:

IAM Production Support Analyst

JOB LOCATION:

Remote

JOB DESCRIPTION

This position is a senior-level technical role that provides overall production support for the implementation and administration of the IAM system, built on the Oracle Identity Governance platform, IAM-related interfaces, and other areas such as multi-factor, identity access, privilege access controls, and active directory.

  • Essential functions support and maintain ERCOT IAM technology solutions and services and ensure a high availability and secure authentication for these systems.

  • Process changes, fixes and requests while minimizing the risk to the stability of the IAM applications.

  • Collaborate and participate in problem engagement during triage, service restoration, root cause analysis and facilitation, permanent fix resolution, and prevention of recurrence in accordance with ERCOT practices.

  • Troubleshoots performance concerns, install certificates, analyze application system logs, manually deploy code, etc.

  • Manage and document operational functions in the IAM environment.

  • Requires excellent communication skills and the ability to interface across the organization with cross- functional teams such as IT and business personnel.

Responsibilities:

  • Performs restorative and maintenance actions to deliver services and maintain SLAs

  • Escalates and resolves priority requests and issues as needed

  • Assists staff as a training resource and point of contact to any personnel that utilizes the Employee Access processes

  • Establishes and maintains knowledge and understanding of current applications, databases, department functions.

  • Identifies and diagnoses technical problems with IAM, IAM interfaces, and PAM.

  • Establishes strong working relationships with key staff members across the company

  • Participates in projects and maintains knowledge of current and emerging technologies

  • Contributes actively to the development, monitoring, and refining of the IAM workflow and business processes to meet the goals of ERCOT Operations

  • Conveys team goals effectively through strong written and verbal communication skills

  • Works on moderately complex issues where analysis of situations requires an in-depth evaluation of variable factors

  • Experience with application and database integrations with IAM platforms

  • Proven experience with the components of complex identity based systems in the areas of identity and access management, directory services, workflow, security, provisioning, and compliance

  • Understand and anticipate analytical needs across the Identity and Access Management domain, autonomously plan and execute the efforts to address needs for daily operational effectiveness

  • Available for 24x7 on-call support

  • Proven experience troubleshooting and incident support for IAM related issues for multiple platforms and technologies

  • Serves as a Subject Matter Expert and provides guidance to junior team members

  • May schedule work, train, mentor, and coach other employees

Experience

  • Excellent knowledge of IAM domain platforms

  • Extensive knowledge and experience supporting IAM systems in the production environments

  • Experience with large complex java WebLogic application configuration and support, web hosting with multiple server tier levels, and application and server level clustering and load balancing

  • Excellent knowledge on Linux, Networking (TCP/IP), Information security

  • Prefer working knowledge of technical support, configuration, and administration of Oracle IAM software and directory integrations

  • Prefer minimum 3 years responsible experience providing Active Directory and or privileged account management administration support

  • 3+ years of experience with the administration of middleware application server installations on Red Hat Linux

  • Requires experience with one or more databases such as Oracle, IBM and MS SQL etc.

  • Understanding of ITIL framework

  • Prefer experience with connected and disconnected resources, connectors, schedulers, and data lookups

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