L3 Support Engineer

Responsibilities:

Application Support

• Level 3 support for Java-based IAM systems (e.g., ForgeRock, Oracle IAM, or custom-built).

• Troubleshoot and resolve production incidents, bugs, and performance issues.

• Perform deep-dive log analysis using tools like Splunk, ELK, or native application logs.
  

Incident & Problem Management

• Perform root cause analysis (RCA) of recurring issues.

• Collaborate with L1/L2 teams to avoid reoccurrence through knowledge sharing and automation.

• Participate in incident bridges and post-incident reviews.
  

Change & Release Support

• Validate and support deployment of hotfixes, patches, and minor enhancements.

• Participate in CAB reviews and production release validations.

• Maintain rollback plans and ensure zero-downtime upgrades.
  

IAM Focused Tasks

• Troubleshoot user provisioning, deprovisioning, authentication, SSO, and role-based access issues.

• Support integrations with LDAP, Active Directory, SAML, OAuth, OpenID Connect, and other IAM protocols.

• Monitor connectors and APIs for onboarding/offboarding workflows.
  

Environment and Monitoring

• Maintain support for production and lower environments (UAT, SIT).

• Automate monitoring and alerting for key services and APIs.

• Work with DevOps or SRE teams for infrastructure performance tuning.
  

Required Skills & Experience

Technical

• 5+ years of experience in Java-based enterprise application support (especially in IAM domain).

• Strong in Java, REST/SOAP APIs, JSON, XML, JDBC, and logging frameworks.

• Experience with IAM tools like ForgeRock or Oracle IAM.

• Proficient in SQL (Oracle/SQL Server), LDAP, and directory integrations.

• Familiarity with CI/CD tools (e.g., Jenkins, Git, Maven) and ticketing systems (e.g., ServiceNow, Jira).

• Hands-on with Unix/Linux scripting and basic networking.
  

Functional

• Understanding of Identity lifecycle, RBAC, authentication/authorization flows.
  

Nice to Have:

Exposure to cloud IAM (Azure AD, AWS IAM).

Experience with containers (Docker/Kubernetes).

Knowledge of security standards: OWASP.