Sr. Support Engineer ForgeRock OpenAM (L3)

Role Overview: As a Senior Support Engineer for ForgeRock OpenAM (L3) at our client's location in Noida, you will be responsible for providing end-to-end IAM-managed support, driving complex issue resolution, coordinating with customer teams, and ensuring the successful implementation and maintenance of IAM solutions. Your role will involve handling incident management, problem management, change management, knowledge management, and customer communication. Key Responsibilities: - Handle end-to-end IAM-managed support (as per SLA) including incident management, problem management, change management, and knowledge management. - Coordinate and collaborate with customer teams to address and resolve complex ForgeRock AM integrated issues effectively. - Drive root cause analysis (RCA) and manage the complete problem management process to ensure timely resolution of issues. - Act as the primary point of contact for all onsite IAM-related issues, queries, and deployments, providing proactive and timely solutions to customers. - Perform custom development and product performance optimization tasks such as application onboarding, workflow changes, and SSO integration. - Take ownership of change management activities, including raising change requests in Service Now/JIRA, and ensure smooth transition post-deployment. - Generate regular reports on IAM system performance, issues, resolutions, and incidents for customer review, demonstrating a proactive approach to customer service. - Execute minor and major system upgrades, patches, and regular maintenance activities to ensure the stability and efficiency of the IAM environment. - Develop advanced scripts, rules, and workflows, and possess knowledge of REST APIs, debugging tools, Java coding, SQL queries, Active Directory/LDAP, and databases. - Familiarity with code repositories like Git, and capable of installing, configuring, and providing support for SailPoint/ForgeRock on Windows and Linux environments. - Proficient in automation scripting, release management, and deployment processes from development to production environments. Qualifications Required: - Bachelor's degree in Computer Science/Information Technology, or a related field. - 4-6 years of relevant experience in IAM support, specifically with ForgeRock OpenAM. - Experience in driving L3 Level troubleshooting of IAM solutions with ForgeRock, handling change management, and supporting multiple customers" infrastructure. - Product certification in IAM solutions is preferred. - Strong communication, presentation, collaboration, problem-solving skills, and a customer-centric approach. - Direct customer handling experience onsite, with a strong understanding of support processes and procedures. - Knowledge of ForgeRock AM with SailPoint IIQ as secondary skills, and the ability to code in ForgeRock OpenAM. - Ability to work effectively in Windows and Linux environments, develop advanced scripts, and optimize product performance. (Note: Additional details about the company were not provided in the job description.),