Location - Hybrid

As a member of the OneID Support Team, you will provide Level 2 support for products utilizing our identity management services and federated solutions. Your responsibilities include diagnosing issues related to subscription management tools and authentication services on the OneID platform. You will be accountable for issue handling, problem identification, and delivering expert analysis, ensuring resolution feedback is provided to business partners. This role reports to the OneID Platform Support Director.

Responsibilities

Monitor, react to and investigate incidents raised by business partners or as a result of system generated alerts

Use incident management process to create, track and document all communications regarding incident investigation, status and resolution

Monitor and analyze application performance logs as wells as infrastructure related metrics/data

Contribute to or establish continual process improvement based on observed platform performance and issues data, analysis of system logs and historical monitoring metrics

Consult with systems support and operational intelligence teams to establish system performance and alerting tolerance thresholds to ensure maximum system availability

Work with senior management and support team members as required to resolve issues, engage development teams when appropriate and collaborate with operation teams

Collaborate with business development teams and professional services to resolve authentication and authorization workflow issues related to federated implementations  

Consult and align to workflows related to support processes including troubleshooting methodology

Participate in development team managed Knowledge Transfer (KT) to gain knowledge of new products and emerging technologies related to authentication and authorization services

Use defect management system to request expert analysis or to report bugs that require development intervention to resolve

Experience:

Bachelor Degree in Computer Sciences or related technical discipline or equivalent combination of work experience and education

5 years experience supporting web applications and systems

Experience supporting Federated SSO implementations

Experience using ITIL certified software to document and track issues

Experience with Application Performance Monitoring (APM) tools and DB monitoring such as DynaTrace, AppDynamics, Datadog, AWS CloudWatch. MS AppInsight

experience supporting Digital Identity management solutions for cloud-based applications is a plus

Experience with cloud applications in AWS and/or Azure

Compensation:

Target salary range CA, CT, CO, DC, HI, IL, MD, MN, NY, RI, WA: $95,560 - $133,750