Senior Specialist, Technical Support

About the role

Senior member of the Identity & Access Management team working as part of a global group to support a fast-paced environment. Responsibilities include ensuring conformance to established system architecture, security, regulations, standards, and practices, as well as participating in and driving their creation and upkeep. The role requires technical expertise, project management proficiency, innovation, security focus, self-motivation, and drive. The candidate will join the global Tier 2 Identity and Access Management Operations team, handling operational duties across all supported platforms. Strong communication, documentation, and compliance experience are essential, along with the ability to collaborate across teams to implement secure solutions.

Responsibilities

• Day-to-day operation supporting multiple Identity and Access Management services, including PingFederate, PingAccess, Delinea Secret Server, Symantec VIP, MS Authenticator, SailPoint IdentityNow, Quest Password Manager, and Hitachi Password Manager.
• Perform installation of security patches, version upgrades, bug fixes, performance tuning, and reporting for all Identity and Access Management products.
• Coordinate, provide guidance, and support services during critical service outages.
• Gather business and technical requirements to set up Single Sign-On (SSO) with third-party vendor applications.
• Coordinate with multiple application and infrastructure teams to identify privileged accounts and onboard them to Delinea Secret Server to mitigate security risks.
• Configure and support SailPoint IdentityNow for access certifications, including Identity Certifications and periodic access reviews to comply with audit requirements.
• Perform product migration analysis and support for Identity and Access Management Services.
• Evaluate services using monitoring tools, conduct client meetings to present security gaps, and recommend enhancements to prevent breaches.
• Establish periodic vulnerability scans of Identity and Access Management services to mitigate security risks.
• Conduct Disaster Recovery (DR) exercises to ensure minimal impact on Identity and Access Management services during data center disasters.
• Utilize Java, Linux scripts, or PowerShell scripts to automate security features not supported by product APIs.
• Conduct meetings with security teams, gather client requirements, validate feasibility, and plan implementation.
• Drive improvement, quality, and value in Identity and Access Management operations.

Requirements

• Bachelor’s degree or equivalent experience in Computer Science, Computer Science Engineering, or a related field.
• Subject matter expertise in PingFederate, PingAccess, Delinea Secret Server, Symantec VIP, MS Authenticator, SailPoint IdentityNow, and underlying infrastructure.
• 7+ years of experience supporting large-scale enterprise Identity and Access Management environments and related services.
• Ability to provide real-time support for moderated services and events.
• Ability to acquire new skills in diverse environments.
• Fluent in English, both verbal and written.
• Experience with least privileged access concepts.
• Experience with Microsoft Windows Server and RedHat Linux infrastructure.
• Advanced knowledge of large networks, including F5 load balancer concepts.

Skills

• Active Directory (AD)
• Application Managed Services
• Availability Management
• Change Controls
• Cyber Operations
• Database Security
• Incident Management
• Information Security
• IT Project Lifecycle
• Managed Services
• Management System Development
• Multi-Factor Authentication (MFA)
• Problem Management
• Quality Assurance (QA)
• SailPoint IdentityNow
• Service Delivery
• SLA Management
• Software Configurations
• Software Development Life Cycle (SDLC)
• Software Lifecycle Management (SLM)
• Stakeholder Engagement
• Testing

Pay

The salary range for this role is $106,200.00 - $167,200.00. An employee’s position within the salary range will be based on factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business needs. The successful candidate will be eligible for annual bonus and long-term incentive, if applicable.

Benefits

• Comprehensive medical, dental, vision, and other insurance benefits for employee and family.
• Retirement benefits, including 401(k).
• Paid holidays, vacation, compassionate, and sick days.

Schedule

• 10% travel requirements.
• Hybrid flexible work arrangements.
• 1st shift (day).