Production Specialist, AVP

Your key responsibilities

• Provide application support by handling and consulting on BAU, Incidents/emails/alerts for the respective applications.
• Act as an escalation point for user issues and requests and from Level 1/L2 support. Report issues to senior management.
• Manage and mentor regional L1/L2 team to ensure the team is upto speed and picks up the support duties.
• Gain detailed knowledge of all business flows, the application architecture and the hardware configuration for supported applications.
• Define, document and maintain procedures, SLAs and knowledge base to support the platforms to ensure consistent service levels are achieved across the global support team.
• Build and maintain effective and productive relationships with the stakeholders in business, development, infrastructure and third party systems data providers.
• Manage incidents through to resolution, keeping all stakeholders abreast of the situation and working to minimize impact wherever possible.
• Conduct post-mortems of incidents and drive relevant feedback into Incident, Problem and Change management programs.
• Facilitate coordination across L1/L2 and L3/Engineering teams to investigate and resolve an ongoing infrastructure/platform or application issue impacting multiple business lines.
• Drive the development and implementation of the tools and best practices needed to provide effective support.
• Collaborate and deliver on initiatives and install these initiatives to drive stability in the environment.
• Assist in the process to approve all new releases and production configuration changes; ensure development includes all necessary documentation for each change and conduct post-release testing where required.
• Perform reviews of all open production items with the development team and push for updates and resolutions to outstanding tasks and reoccurring issues.
• Regularly review and analyze service requests and issues that are raised; seek to improve the process and remove reoccurring tasks where possible.
• Perform reviews of existing monitoring for the platform and make improvements where possible.
• The candidate will have to work in shifts as part of a rota covering APAC and EMEA hours between 06:30 IST and 10:30 PM IST ( 2 shifts). In the event of major outages or issues we may ask for flexibility to help provide appropriate cover.
• Weekend on-call coverage needs to be provided on rotational/need basis.

Preferred: Prior experience working in Authentication & Authorization (A&A) and Identity and Access management ( IDAM ) domain

• Good analytical and problem solving skills.
• Exceptional written and oral communication skills, including the ability to communicate technical information to a non-technical audience and with executive levels.
• Understanding of ITIL best practices for supporting a production environment
• Preferred: ITIL v3 foundation certification.
• Understanding of how to get things done in large organizations, where to use processes and how to build and operate a network.
• Ability to work across countries, regions and time zones with a broad range of cultures and technical capability.

TECHNICAL COMPETENCIES

• Authentication and Authorization ( A&A ) and Identity and Access management ( IDAM ) domain knowledge
• Proven experience of SSO ( single sign on ) technologies
• Proven experience/expertise with Access/Authentication Manager products, preferably VASCO VACMAN controller (One Span) , VASCO (One Span) IDENTIKEY Authentication Server (IAS).
• Experience in implementing SSO using OAuth and OpenIdConnect
• Proven working experience of Enterprise Web/J2EE environment, Web/application/data layer using WebLogic,Tomcat, JBoss, Apache Server 2.x, IIS
• Strong technical skills on Federated Identity management/SSO using SAML protocol and good experience in implementing Single Sign on using Federated identity solution
• Technical proficiency navigating UNIX servers, running basic UNIX commands and writing debugging shell scripts.
• Familiar with job scheduling tools: Cron and experience with application monitoring tools, such as Geneos
• Knowledge of web services ( SOAP based and RESTful Web services )
• Prior experience in L3 support along with L2 support will be preferred.
• Specific Cloud expertise of Google GCP environments using GKE.
• Knowledge of Forgerock Authenticaton Manager and OpenJDK LDAP server.
• Specific experience of RedHat OpenSSO and RedHat Openshift 3 or 4.
• Knowledge of Cloud based distributed Oracle Database (EXACC).
• Monitoring Knowledge of New Relic/Grafana/GeneOS.

Education/ Qualifications

• Bachelor Degree from an accredited college or university with a concentration in Computer Science or IT-related discipline (or equivalent work experience )
• ITIL Foundation Certificate