Job Title

Role: Lead Support Engineer - One Identity Manager (Level 2) Experience: 5 to 10 years Work Location: Pune, Hinjewadi Phase 3 Shift Schedule: Rotational shift (11:00am IST to Midnight IST)Job Summary:We are seeking a skilled and motivated Level 2 Support Engineer with expertise in One Identity Manager to join our IT operations team. The ideal candidate will be responsible for providing technical support, troubleshooting issues, and ensuring the smooth operation of our identity management systems. This role requires a strong understanding of identity management concepts, excellent problem-solving skills, and the ability to communicate effectively with both technical and non-technical stakeholders.Key Responsibilities:Technical Support : Provide Level 2 support for One Identity Manager, addressing and resolving incidents and service requests related to identity management processes and workflows. Troubleshooting : Analyze and diagnose issues related to One Identity Manager configurations, integrations, and performance. Collaborate with Level 3 support and development teams for complex issues. User Management : Assist with user provisioning, deprovisioning, and role management within One Identity Manager, ensuring compliance with organizational policies. Documentation : Maintain and update technical documentation, knowledge base articles, and user guides related to One Identity Manager processes and configurations. Monitoring and Reporting : Monitor system performance and generate reports on user access, system health, and incident resolution metrics. Collaboration : Work closely with cross-functional teams, including security, compliance, and application support, to ensure seamless integration of identity management solutions. Training and Support : Provide training and support to end-users and other IT staff on One Identity Manager functionalities and best practices. Continuous Improvement : Identify opportunities for process improvements and automation within identity management workflows. Participate in system upgrades and enhancements.Qualifications:Education : Bachelor’s degree in computer science, Information Technology, or a related field, or equivalent work experience. Experience : Minimum of 2-4 years of experience in identity management or IT support, with specific experience in One Identity Manager preferred. Technical Skills : Strong understanding of identity management principles and practices. Experience with One Identity Manager configuration, administration, and troubleshooting. Familiarity with Active Directory, LDAP, and other identity sources. Knowledge of scripting languages (e.g., PowerShell, SQL) for automation and reporting. Problem-Solving Skills : Excellent analytical and troubleshooting skills with the ability to resolve complex technical issues. Communication Skills : Strong verbal and written communication skills, with the ability to convey technical concepts to non-technical stakeholders. Certifications : Relevant certifications in identity management or ITIL are a plus.Preferred Skills:Experience with other identity management solutions (e.g., SailPoint, Okta) is a plus. Familiarity with security best practices and compliance regulations (e.g., GDPR, HIPAA).Flexibility and Adaptability:Willingness to work outside of normal hours and adjust to changing priorities or unexpected issues. Role requires working in rotational shift from 11:00am IST to Midnight IST.