IAM Production Support Engineer (SSO)

You will be part of the SSO team, which provide identity and access management tooling as a middleware delivery team. The work on authentication and authorisation for both internal and external customers. Using several standardised frameworks, the team maintains and governs access policies and works to deliver technologies to ensure that the right entities have the appropriate access to technology resources.

You will be part of multi-geographical (presence in 3 regions and 6 locations) and multi-disciplined team, providing support and project delivery for the SSO and Identity Management platforms in the following topics:

• Architecture
• Project Delivery
• Platform Support and Maintenance
• Incident and Problem Management
• Change Management
• General
The candidate will also be well versed with cryptographic notions such as RSA, symmetric and asymmetric, encryption, certificates and digital signatures etc

Responsibilities:

The jobholder will be part of a multi-disciplined team, providing support and enhancement for the SSO and Identity Management platforms. The role is focused on production support, and requires a wide range of technical skills. The Production Engineer will work closely and in partnership with development and infrastructure.

Platform Support and Maintenance

• Pro-actively monitor, manage and improve availability and performance of the production environments (from presentation and application layers to Infrastructure layers)
• Pro-actively manage the capacity of production applications
• Customize production tools (monitoring, deployment, scheduling etc.)
• Provide feedback and propose solutions to management on performance, capacity and design issues
Incident and Problem Management

• To work with partner teams to conduct analysis of major and critical incidents.
• To identify tactical or strategic improvements that can be introduced to help reduce the number of on-going incidents within the SSO and IDM area.
Change Management

• To work within the change management framework adopted and to ensure that all changes to the production environment are planned and executed in a controlled manner.
• To take responsibility for the quality of changes within the SSO and IDM environments, ensuring that changes raised are of sufficient standard in terms of technical and planning detail.
• Change preparation and deployment following standard application deployment tools and methodology
The Production Engineer will also work with other teams to respond to incidents and resolve issues promptly, often under pressure, to restore normal services to the business. Therefore, ability to be on call and provide support out of hours is essential.

As this is a production support role, focusing across a range of different and evolving technologies, candidates must possess the aptitude and desire to learn.

General

• Perform pre-assigned tasks to accomplish the function responsible for.
• Work cooperatively with the other members of the team
• Ensure adherence to processes and procedures
• Request improvement of knowledge (training) when needed
• Apply own initiative, within the levels of acceptable risk
• Whenever in doubt, escalate and seek advice and guidance
• If the nature of the position is user-facing, then all the guidelines and principles of user service mentality and behaviour should be applied
• Escalate risks / issues to the manager of the team
• Minimise operational failure, including but not exclusively, the risk of fraud, by helping to devise, and by implementing, sufficient regular controls.
• Ensure appropriate escalation to management and/or Permanent Control (or Compliance as appropriate) as soon as an issue is identified.
• Provide a direct contribution to the operational permanent control framework.

Department: Infrastructure & Cloud Services
Function: Information Technology
Experience Level: Not Applicable