Troubleshoot and resolve complex incident tickets, service requests, system alerts, and production issues.
Work closely with engineers and other technical teams to diagnose and resolve issues requiring advanced analysis or specialized expertise.
Administer and support ICAM software, tools, platforms, and operating environments.
Support directory services and identity technologies, including LDAP, Active Directory, directory synchronization, permission groups, roles, and access controls.
Administer and troubleshoot cloud-hosted systems and services in environments such as Microsoft Azure.
Analyze system logs, monitoring data, authentication flows, error messages, and configuration information to identify root causes.
Troubleshoot account provisioning, authentication, authorization, entitlement, permission, and identity synchronization issues.
Escalate critical or unresolved issues to the appropriate engineering, development, cybersecurity, vendor, or infrastructure teams.
Coordinate incident triage, technical troubleshooting, escalation, resolution, and validation.
Document troubleshooting activities, findings, corrective actions, and ticket resolutions in ServiceNow.
Monitor system health, availability, performance, capacity, and operational alerts.
Perform routine system administration, configuration, maintenance, patching, and lifecycle support activities.
Support approved production changes, releases, upgrades, deployments, and configuration updates.
Participate in change reviews and validate systems following production changes.
Identify recurring incidents, configuration issues, technical risks, and opportunities for automation or service improvement.
Support problem-management activities and contribute to root-cause analyses and corrective-action plans.
Support continuity of operations, disaster recovery, contingency planning, system restoration, and operational resilience activities, as applicable.
Participate in Scrum calls, incident reviews, change reviews, technical exchange meetings, and other program ceremonies.
Share technical knowledge and provide guidance to less-experienced team members.
