Subject Matter Expert (Support&Ops)

Job Summary

One Identity L3 - JDWork Experience: 10 to 15 Years

Work Location: Chennai/Noida

Technology Stack: One Identity Stack

Job Overview: The One Identity L3 Support Engineer plays a crucial role in ensuring the smooth operation and security of the One Identity Manager platform within an organization. This position is responsible for advanced troubleshooting, issue resolution, and providing expert-level support for complex technical problems related to One Identity solutions.

Key Responsibilities:

• Act as a Subject Matter Expert and escalation point for complex technical issues related to the One Identity Manager platform.

• Troubleshoot and resolve issues escalated beyond L1/L2 support, often involving deep system knowledge and advanced debugging techniques.

• Provide day-to-day administration, configuration, and support of the One Identity Manager platform.

• Perform system/job queue monitoring, patching, and upgrades of the One Identity Manager environment.

• Manage dynamic role and policy configurations within One Identity Manager.

• Handle bulk data imports, reports, and minor bug fixes related to the platform.

• Document changes and standard operating procedures to ensure consistent and efficient support.

• Contribute to automation and continuous improvement initiatives related to the One Identity platform.

• Participate in release testing and quality assurance activities for One Identity solutions.

• Provide leadership, mentorship, and technical guidance to Level 2 engineers.

Required Skills and Experience:

• Strong experience (typically 3-5+ years) working with One Identity Manager.

• In-depth knowledge of One Identity Manager features, including workflows, job chains, role models, attestation, and connectors.

• Proficiency in SQL Server and PowerShell scripting for administration and automation tasks.

• Familiarity with identity and access management (IAM) principles and best practices.

• Strong troubleshooting and problem-solving skills, with the ability to diagnose and resolve complex technical issues.

• Experience in an agile environment and familiarity with tools like Jira.

• Excellent communication and interpersonal skills, with the ability to effectively communicate with technical and non-technical audiences.

Desired Skills and Experience:

• Experience with other identity management solutions or related technologies.

• Knowledge of Active Directory and Azure Active Directory (Microsoft Entra ID).

• Understanding of security best practices and compliance frameworks relevant to identity management.

• Experience with cloud platforms and technologies, particularly as they relate to identity management.

Key Responsibilities

1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA

2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.

3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning

4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced

5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

Skill Requirements

null

Other Requirements

null