Tower Lead - IAM Project management

Tower Lead - IAM Project Management

This position is responsible for the expert technical knowledge of and ability to effectively provide managed services and support of chosen expertise both at the individual product level and solution level within the client environment.

Key Responsibilities:

• Monitoring of SiteMinder, Advanced Authentication and VIP Auth Hub solution components.
• Preventive maintenance and health checks.
• Performance fine tuning of solution components as applicable.
• Check Status of System Logs, Solution components, Scheduled Jobs and Processes on a periodic basis.
• Perform scheduled backup and restore and test of backup on a periodic basis.
• Periodic Performance analysis & fine tuning, Capacity analysis, Disaster recovery and Patching activities as applicable.
• Utilize Managed Services Best Practices to accurately and efficiently implement products of chosen expertise as a solution within the client environment.
• Triage Support Calls. Effectively troubleshoot technical product implementation issues for products of chosen expertise.
• Ability to interact with Support to open and track product issues when necessary.
• Ensure incidents, service requests and support tickets are resolved as per agreed Service Level Agreements (SLA's).
• Actively engage as part of the project team with the purpose of contributing product and solution expertise, and to contribute as required to deliver a successful client engagement.

Skill Requirements:

Job Specific Authority and Scope Generally, works without consulting their manager. Independent decisions are made daily. Accountable and responsible for the managed services and support activities from a technical perspective. Examples of typical decisions without manager consultation: Decision regarding product and/or solution installation or patching or upgrade. Decision regarding product and/or solution configuration in client environment. Decision regarding technical troubleshooting process. Typically has no direct reports. Typically has no total staff. Typically, does not manage a budget. Other Requirements Business travel is based on business or customer demand. Physical demands: Work from office or remote as per project requirements and organization policy. Working in Shifts as required. No special physical demands.

Preferred Education Bachelor's Degree or global equivalent in Computer Science or business-related field. Work Experience Typically, 8 or more years of work experience as an IT professional are required for this position. Educated in Information Technology and prefer a minimum of 8 years of experience at an IT professional services or software organization. Skills & Competencies SiteMinder installation, patching, upgrade & configuration. Knowledge of LDAP Directory Server. Advanced Authentication installation, patching, upgrade & configuration. VIP Auth Hub installation, patching, upgrade & configuration. Development and/or Scripting skills applicable for automation. Basic knowledge of RDBMS databases with respect to SQL queries and debugging. Able to understand Solution Architecture. Expert knowledge in Kubernetes, Dockers, and VMWare. General concepts of High Availability, Fail Over and Disaster Recovery. Experience in Security Domain in one or more of the following areas Certificate Life cycle PKI concepts Identity & Access management concepts. Demonstrate ability to engage in hands-on service and support of software technology at a complex level for the individual products of chosen expertise. Proven comprehension of solution capabilities and how specific products within the solution are designed to be integrated into the client environment. Possess advanced technology troubleshooting skills for products of chosen expertise and basic general technology troubleshooting capabilities. Triage incidents and support issues and take them to closure. Ability to work under pressure. Excellent written and oral communication skills in English. Certifications Within first 90 days must achieve CA Technologies product training and certification in a minimum of 2 chosen products of expertise as agreed to by your Manager. Also, complete associated solution training that aligns with chosen products. External operating system or specific technology certifications are a plus. Must maintain updated training as required annually. Demonstrated product proficiency, by achieving either a Professional or Business Analyst level CA Services Certification (or similar technical accreditation) or CA Services work experience may substitute for external work experience, as determined by CA Services in its discretion.