Senior Support Engineer – ForgeRock OpenAM (L3)

Roles & Responsibilities

Support Engineer (L3 Support) for ForgeRock OpenAM.

The Engineer will be part of RNS’s overall IAM managed services Team deployed at the customer site to deal with ForgeRock AM incident support, problem management, change management, platform configuration, performance improvement & maintenance.

Location:

Mode of work:

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).

• 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