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Managed Services Engineer

2 months ago

Manchester UK, Greater Manchester, United Kingdom ProofID Full time

ProofID is a leading Identity and Access Management (IAM) specialist. With a global presence, UK HQ and offices in the US, we help organizations effectively manage their digital identities. Our extensive experience with top IAM software vendors enables us to deliver unmatched value as a trusted partner for identity management programs.


At ProofID, our mission is clear - we strive to provide pain-free, secure, and seamless digital user experiences for our clients. Whether it's addressing legacy systems, compliance issues, or M&A transitions, our team has the expertise to navigate complex projects and ensure smooth implementations.


With over 100 employees worldwide, we still maintain a close-knit culture. Join us at ProofID and be part of an exciting journey towards revolutionising identity management while working alongside world-leading customers.

Role Summary:


IAM Managed Services Engineer provides technical customer support to complex identity and access management solutions. They are a key contributor in a high-performance culture and team that is focused on delivering success for our customers. Managed Service Engineers are accountable for the quality of service provided to customers in a manner which minimizes or removes the need for interruption to their business.


Key Responsibilities


  • Monitor customer environments, proactively anticipate issues and co-ordinate with other resources, advise customers, propose solutions and effectively respond to service performance issues using the ITIL lifecycle model.
  • Manage small consultancy style projects and handle complex incidents.
  • Ensure that work is prioritized using the workflow management and ticket system.
  • Maintain clear, effective communications with all stakeholders both external and internal.
  • Create easy to follow documentation in a variety of situations - RCAs, change records, user guides etc.
  • Manage own time effectively to complete assigned work and adapt schedule based on customer needs and priorities.
  • Make a positive contribution to ProofID’s Managed Services team, through continuous improvement and sharing skills.
  • Keep up to date on various technology developments through internal & external trainings.
  • Able to build professional rapport with a range of customer and internal contacts
  • Works collaboratively and iteratively across customer and internal organizations ensuring high levels of communication across a number of issues at any one time
  • Positive and pro-active in all interactions
  • Able to translate technical information and regulations into understandable language and chooses appropriate format to ensure understanding


Key Competencies

SailPoint:

  • Integrate SailPoint with core systems identified including Active Directory, LDAP, PAM and other applications
  • Deliver IAG processes including Recertification, Joiner/Mover/Leavers (JML), Access Request, Segregation of Duties, RBAC
  • Configure connectors on-board applications including out of the box, Web Service, JDBC, RACF/ACF2 and/or custom connectors
  • Develop supporting rules (application, correlation, identity mapping, etc)
  • Develop life cycle event triggers and business process to meet the business requirements
  • Develop required reports and audit
  • Demonstrate product capability
  • Demonstrate product troubleshooting and solutioning.
  • Support post implementation for user testing, debugging, support and maintenance
  • Experience with Source Code Management (GitHub) and code deployment


Desirables:

  • Knowledge of Access Management Solutions: Ping / Forge Rock / Microsoft
  • Knowledge of IGA Solutions: Sailpoint / Net IQ / Ideiio
  • Knowledge of PAM Solutions: Cyber Ark / Delinea
  • HTML or Java Development Skills
  • Infrastructure knowledge: Microsoft / AWS
  • ITIL Certification
  • Scripting Languages: Java, Groovy Scripting, HTML, PHP, Python


Our Values:

WE DO GREAT WORK WE VALUE OUR CUSTOMERS

WE SUPPORT OUR COLLEAGUES WE ARE CURIOUS


ProofID is an equal opportunity employer. We do not discriminate based on sex, gender identity, ethnicity, religion, sexual orientation, neurodiversity, disability or any other protected basis because we believe the best and brightest come from all walks of life. We aspire to foster a community in which diversity is valued in both our employees and our ideas.