Sr. Support Engineer ForgeRock OpenAM

As a Sr. Support Engineer - ForgeRock OpenAM (L3) at TekWissen, your role will involve handling end-to-end IAM-managed support, driving complex ForgeRock AM integrated issue resolution, and acting as the primary point of contact for all onsite IAM-related issues, queries, and deployments. Your responsibilities will include coordinating and collaborating with customer teams, driving Root Cause Analysis (RCA), generating regular reports on IAM system performance, executing system upgrades and patches, and providing regular maintenance activities. Additionally, you will be involved in custom development, product performance optimization, change management, and transitioning services post-deployment. **Key Responsibilities:** - Handle end-to-end IAM-managed support (as per SLA) such as 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. - Conduct custom development and product performance optimization, such as 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). - 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. - Capable of creating automation scripts. - Take release from development to test and deploy into production. **Qualifications:** - 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. - Experience working with large-scale IAM implementation with multiple stakeholders. - Product certification (preferred).,