ForgeRock OpenAM L3 Support

Job Title: ForgeRock OpenAM L3 Support

Location: Noida, India

Mode of work: Work from the office (Daily)

Experience: 4 to 6 Years

Qualification:

• Bachelor's degree in Computer Science/Information Technology, or a related field.
• 4-6 years relevant experience in IAM support (ForgeRock OpenAM).
• Experience in driving L3 Level troubleshooting of IAM Solution with ForgeRock.
• Experience in handling change management with ForgeRock.
• MSP (Managed Services Provider) experience supporting multiple customers infrastructure.
• Should have experience working with large-scale IAM implementation with multiple stakeholders.
• Product certification (preferred).

Job Description:

• Handle end-to-end IAM-managed support (as per SLA) e.g. Incident Management, problem management, change management, and knowledge management.
• Coordinate and collaborate with customer Teams.
• Drive complex ForgeRock AM integrated issues resolution and resolve the issues.
• Drive RCA and handle the complete problem management process.
• Act as the primary point of contact for all onsite IAM-related issues, queries and deployments.
• Proactively facilitate face-to-face meetings with customers to understand their needs and provide timely solutions.
• Do custom development, and product performance optimisation e.g. Application onboarding, workflow changes and SSO integration.
• Responsible for Change management, raising CRs in Service Now/JIRA etc.
• Understand IAM solution design and configuration. Transition services post-deployment and operationalizing IAM solutions.
• Generate regular reports on IAM system performance, issues, and resolutions for customer review. Should be able to generate incident reports to be shared with customers.
• Execute minor and major system upgrades and patches related to the product.
• Own the environment and handle regular maintenance activities (DR drills, log rotation, health checks).
• Should be able to develop advanced scripts, rules, and workflows. Knowledge of REST APIs and debugging tools.
• Good understanding of Java Coding. Ability to write complex SQL queries. Knowledge of Active Directory/LDAP and databases.
• Familiar with code repositories (Git).
• Knowledge of Windows and Linux environments. Capable of installing, configuring, and providing support of SailPoint/ForgeRock on Windows and Linux environments.
• Should be capable of doing automation scripts.
• Should be able to take release from development to test and can deploy into production.

Required Skills:

• ForgeRock AM Experience with SailPoint IIQ as secondary skills
• Strong communication, presentation and collaboration skills.
• Direct Customer handling experience (Onsite)
• Problem-Solving Attitude
• Strong L3 Level Knowledge with exposure to coding of ForgeRock OpenAM
• Strong knowledge of Support Processes and Procedures