iAM Operation Support Engineer

Location : Hyderabad(Work From Office).

Experience : 57 Years (specifically in IAM Operations Support for PingOne Advanced Identity Cloud).

Employment Type : Full-Time.

Notice Period : Immediate Joiners Preferred.

We are looking for an experienced Identity and Access Management (IAM) Operations Support Engineer with 5 to 7 years of relevant experience in supporting PingOne Advanced Identity Cloud (Ping).

The ideal candidate will be responsible for operational support, incident management, minor enhancements, troubleshooting, and ensuring sustainable and secure IAM operations.

Key Responsibilities :

- Attend and triage tickets from the CVR Ping queue in ServiceNow.

- Perform analysis and resolve incidents escalated by the L1 support team.

- Proactively monitor and remediate issues for sustainable Ping cloud instances.

- Handle problem and change management

- Apply minor configuration changes for incident resolution.

- Perform minor platform changes for break-fix scenarios.

- Document problem solutions in the knowledge base.

- Support quarterly Access Certification.

- Participate in recurring support review meetings, presenting challenging cases and ideas for remediation/mitigation.

- Coordinate technically with Ping application teams for bug fixes.

- Provide minor enhancement support and application support (up to 40 hours/month) in areas like user journeys, approval workflows, certification templates, application bookmarks, application SSO, connectors, reporting, etc.

- Generate and maintain periodic reports (weekly, monthly, adhoc).

- Ensure timely, effective closure of tickets within defined SLAs.

- Troubleshoot technical issues related to identity and access management.

- Respond to audit findings and assist with remediation measures.

- Maintain, troubleshoot, and fix all currently configured items in Ping.

- Migrate changes through the three cloud instances and maintain version control of changes.

- Maintain the RSC Gateway applications.

Required Skills & Qualifications :

- 5 to 7 years of hands-on experience in IAM Operations Support, specifically with PingOne Advanced Identity Cloud.

- Strong understanding of ServiceNow ticketing and triage processes.

- Experience with proactive monitoring and troubleshooting IAM environments.

- Good knowledge of change and problem management processes.

- Ability to work closely with cross-functional teams and stakeholders.

- Excellent documentation and reporting skills.

- Strong troubleshooting and root-cause analysis skills in IAM domains.

Location : Hyderabad (Work from Office).