CSO ISPS Identity & Authentication Service Operations Specialist L2, AVP
Role Description
- We ( TDI/CSO/ISPS Authentication ) are part of the Technology Data and Innovation group Chief Security Office responsible for providing technical application support for authentication platforms used by several lines of business, utilizing a follow the sun support model. The ISPS-Authentication line of business has a current portfolio of 12+ global critical authentication platforms. Being at the forefront of supporting these applications our team also works closely with the front to back business teams on a daily basis within a fast paced dynamic environment.
- ISPS-Authentication domain provides production support for the banks strategic on platforms such as Web Single Sign on, Cloud Identity Provider , Enterprise Identity Provider , One Time Password (OTPS) , MFA Gateway and LDAP directory services.
Your key responsibilities
- Provide application support by handling and consulting on BAU, Incidents/emails/alerts for the respective applications.
- Act as an escalation point for user issues and requests and from Level 1/L2 support. Report issues to senior management.
- Manage and mentor regional L1/L2 team to ensure the team is up to speed and picks up the support duties.
- Gain detailed knowledge of all business flows, the application architecture and the hardware configuration for supported applications.
- Define, document and maintain procedures, SLAs and knowledge base to support the platforms to ensure consistent service levels are achieved across the global support team.
- Build and maintain effective and productive relationships with the stakeholders in business, development, infrastructure and third party systems / data providers.
- Manage incidents through to resolution, keeping all stakeholders abreast of the situation and working to minimize impact wherever possible.
- Conduct post-mortems of incidents and drive relevant feedback into Incident, Problem and Change management programs.
- Facilitate coordination across L1/L2 and L3/Engineering teams to investigate and resolve an ongoing infrastructure/platform or application issue impacting multiple business lines.
- Drive the development and implementation of the tools and best practices needed to provide effective support.
- Collaborate and deliver on initiatives and install these initiatives to drive stability in the environment.
- Assist in the process to approve all new releases and production configuration changes; ensure development includes all necessary documentation for each change and conduct post-release testing where required.
- Perform reviews of all open production items with the development team and push for updates and resolutions to outstanding tasks and reoccurring issues.
- Regularly review and analyse service requests and issues that are raised; seek to improve the process and remove reoccurring tasks where possible.
- Perform reviews of existing monitoring for the platform and make improvements where possible.
- The candidate will have to work in shifts as part of a rota covering APAC and EMEA hours between 06:30 IST and 10:30 PM IST ( 2 shifts). In the event of major outages or issues we may ask for flexibility to help provide appropriate cover.
- Weekend on-call coverage needs to be provided on rotational/need basis.
Your skills and experience
- 10+ years for an AVP providing hands on IT support and interacting with application end users.
- Preferred: Experience in an investment bank, financial institution or large corporation; Good Technology background.
- Preferred: Prior experience working in Authentication & Authorization (A&A) and Identity and Access management ( IDAM ) domain
- Good analytical and problem solving skills.
- Exceptional written and oral communication skills, including the ability to communicate technical information to a non-technical audience and with executive levels.
- Understanding of ITIL / best practices for supporting a production environment
- Preferred: ITIL v3 foundation certification.
- Understanding of how to get things done in large organizations, where to use processes and how to build and operate a network.
- Ability to work across countries, regions and time zones with a broad range of cultures and technical capability.
TECHNICAL COMPETENCIES
- Authentication and Authorization ( A&A ) and Identity and Access management ( IDAM ) domain knowledge
- Proven experience of SSO ( single sign on ) technologies
- Proven experience/expertise with Access/Authentication Manager products, preferably VASCO VACMAN controller (One Span) , VASCO (One Span) IDENTIKEY Authentication Server (IAS).
- Experience in implementing SSO using OAuth and OpenIdConnect
- Proven working experience of Enterprise Web/J2EE environment, Web/application/data layer using WebLogic,Tomcat, JBoss, Apache Server 2.x, IIS
- Strong technical skills on Federated Identity management/SSO using SAML protocol and good experience in implementing Single Sign on using Federated identity solution
- Technical proficiency navigating UNIX servers, running basic UNIX commands and writing / debugging shell scripts.
- Familiar with job scheduling tools: Cron and experience with application monitoring tools, such as Geneos
- Knowledge of web services ( SOAP based and RESTful Web services )
- Prior experience in L3 support along with L2 support will be preferred.
- Specific Cloud expertise of Google GCP environments using GKE.
- Knowledge of PING (Forgerock) Authentication Manager and OpenJDK LDAP server.
- Specific experience of RedHat OpenSSO and RedHat OpenShift 3 or 4.
- Knowledge of Cloud based distributed Oracle Database (EXACC).
- Monitoring Knowledge of New Relic/Grafana/GeneOS.
Education/ Qualifications
- Bachelor Degree from an accredited college or university with a concentration in Computer Science or IT-related discipline (or equivalent work experience )
- ITIL Foundation Certificate
