Senior Support Analyst - Technical IAM Engineer - L2 Support

Position Purpose
Support for the technical IAM Infrastructure (Sailpoint): is a position to maintain and monitor the infrastructure, ensure that the applications are up and running and manage incidents and requests.

Responsibilities

• Infrastructure Maintenance
• Ensure the IAM infrastructure (SailPoint/ ETAC/ LDAP IDM) is available and functional with a daily Monitoring check
• Check and remediation: exploration errors, Authorization, Servers integration
• Provisioning check and remediation on servers to meet KPI expectations
• Infrastructure/ Application availability & monitoring
• Incident Management:
• First user contact: Support users in the resolution of incidents (ServiceNow/Email)
• Incident analysis and resolution
• Entry point for Expert escalation
• Contribution to continuous production optimization (curative and preventive)
• Service Requests management: Support people of end user queries (ServiceNow/Email)
• Strong hands-on experience on Web and Application servers
• Provide technical leadership and Propose improvements related to the support activity (job performance, service request, production incidents)
• Good knowledge on Incident/Change/Problem management process (ServiceNow).
• Have good knowledge on setting up monitoring of servers through Dynatrace tools

• Contribute to the knowledge transfer with Paris OPS teams
• Contribute to the definition of procedures and processes necessary for the team
• Help build team spirit and integrate into BNP Paribas culture
• Contribute to the regular activity reporting and KPI calculation
• Contribute to continuous improvement actions
• Contribute to the acquisition by ISPL team of new skills & knowledge to expand its scope

• Knowledge of ITIL
• General IT infrastructure knowledge
• Strong infrastructure skills Cloud & OPEN (OS Linux RHEL, Windows Server, Middleware, etc.)
• Particular knowledge and experience with IAM tool: SAILPOINT/ Cyberark - Entreprise Password vault
• Good written and spoken English
• French speaking will be appreciated
• Measure and identify areas for improving Quality and overall Delivery
• Able to communicate efficiently
• Good Team Player

• Strong infrastructure skills Cloud & OPEN (OS Linux RHEL, Windows Server, Middleware, etc.)
• SailPoint expertise.
• LDAP IDM knowledge nice to have
• Strong interest in Incident Management with analytical and investigative skills

Skills Referential

Behavioural Skills: (Please select up to 4 skills)

• Adaptability
• Ability to collaborate / Teamwork
• Client focused
• Attention to detail / rigor

Transversal Skills: (Please select up to 5 skills)

• Analytical Ability
• Ability to understand, explain and support change
• Ability to manage a project
• Ability to develop and adapt a process
• Ability to develop others & improve their skills

Education Level:

Master Degree or equivalent

Experience Level

At least 3 years.