SCUID Operations Engineer - NetIQ Identropy, Inc.
The SCUID Operations Engineer manages the environment health and activities for clients using the SCUID Operations service. Daily activities include event root-cause analysis, issue remediation, baselining of errors, managing of patch schedules, and developing/testing customer-requested enhancements. The SCUID Operations Engineer also works with the Service Manager to make recommendations to customers on where to focus effort, and communicates status of in-progress items regularly.
Responsible for ensuring appropriate collection and analysis of SCUID Operations events based on critical client IAM use cases and expectations.
Responsible for generating client delivery documentation (in conjunction with SCUID Operations Practice Manager) such as technical connector design documents, Visio diagrams, and technical component presentations.
Ensures technical SCUID Operations strategy alignment with client standard SDLC (System Development Life Cycles).
Works closely with SCUID Operations Practice Manager to identify key IAM technical components as aligned to client service level agreement (SLA) requirements, assist in prioritizing development efforts, catalog IAM component to SLA requirements, and assign them to client use cases and sprints.
Conducts in depth technical IAM research, needs assessments and performance analysis to support, design, and develop new SCUID Operations IAM components for clients.
Identifies client?s technical stakeholders, and provides effective training and mentoring to maximize leadership and consulting effectiveness, client learning and overall project team productivity.
Work with a broad base of client IAM environments and industries, analyzing, interpreting and prioritizing proactively discovered errors.
Escalating to appropriate team members for issues that are new or don?t have known resolutions.
Training on an assigned Identity and Access Management (IAM) system to be able to troubleshoot and remediate issues discovered, as well as to configure requested changes and make recommendations.
Occasional (2-4 times per year) travel will be required.
Qualifications and Skills (NetIQ-specific)
A 4 year degree in computer science or one of the natural sciences
5+ years? experience in integrating security and IAM products with common identity stores (LDAP, relational databases, application servers, virtual directory servers, and physical access management systems.)
3+ years of experience with NetIQ?s Designer and iManager tools, including experience configuring IDM and UserApp
3+ years of experience with LDAP and directory structures
Motivation to learn and seek guidance
Excellent verbal and written communication skills
Capability working with SQL and SSIS packages
Motivation to learn on their own using excellent online research skills
Excellent email and phone communication abilities.
Intuitive troubleshooting skills
Exemplification of Identropy?s core values.
Training and Mentoring
Discover and proactively learn what IAM products and product features are currently demanded or will be demanded by clients and communicate to Identropy SCUID Operations Practice Manager.
Identify training and mentoring opportunities for additional knowledge growth.
Assist SCUID Operations Practice Manager in developing internal training materials based on SCUID Operations client needs.
Stay current on vendor training opportunities and communicate training requirements to SCUID Operations Practice Manager.
Facilitate knowledge sharing amongst less experienced practice members, including setting precedence as a role model for knowledge sharing (?practice what you preach?).
Productivity & Throughput
Oversee technical quality control for projects within the practice.
Assist SCUID Operations Practice Manager in staying on time and on scope with technical work tasks.
Perform as architect/engineer on projects within the SCUID Operations practice when necessary to boost project productivity and versatility.
Ensures client billable time is logged into time and expense system every other weekday. Expenses should be logged on a weekly basis.
Core Value Responsibilities
Responsible for driving and fostering an environment of client amazement and delivery of excellence.
Responsible for driving a minimum of two client or Identropy based innovation outcomes (i.e. New Event Monitoring Models or Methodologies), which impact service or operational delivery to clients and promotes increases in Quality of Service.
Responsible for constantly driving an environment, which fosters integrity with client and Identropy team members.
Responsible for setting expectations for integrity amongst Identropy team members and clients for driving SLA outcomes and execution while delivering on expected client service level objects and agreements.
Responsible for providing quality customer service while improving Throughput and efficiency for any given SCUID Operations client Quality involves providing world-class service delivery by implementing and tracking customer key technical requirements for a successful project, Key Performance Indicators such as customer satisfaction, open tickets, and client value tracking amongst others.
Responsible for assisting the SCUID Operations Practice Managers in communicating the Identropy Quality of Service vision to Identropy colleagues and clients for the purpose of aligning tasks to overall customer SLA and requirements.
Accountable for setting a positive momentum and drive solution development delivery and execution for client projects. Accountable for clearly identifying and communicating the technical delivery requirements, quality expectations, and be the voice of the customer with the other members of the project team.
Responsible for driving and ensuring productivity with least amount of supervision.
Responsible for managing work tasks and time and raising concerns regarding level of supervision to functional manager.
SCUID Operations Engineers are responsible for driving an atmosphere of partnership with Identropy team members and client stakeholders.
SCUID Operations Engineers are accountable for leading by example and communicating with other members that errors are ?ok?. Errors happen during project execution. The key here is to help other team members in resolving errors with grace and humility
Responsible for sharing at least 4 areas of knowledge or expertise with members of the practice.
Responsible for taking active coaching or mentoring roles within the organization.
SCUID Operations Engineers will be an example for the Identropy SCUID team. It is of critical importance that SCUID Operations Engineers set the attitude and pace for day-to-day execution of Identropy and client projects. Friendliness and partnership with other team members is a core and key requirement as a member of the Identropy team.
SCUID Operations Engineers will be accountable for fostering an environment of transparency when dealing with Identropy and client projects.
SCUID Operations Engineers will be accountable for clearly communicating and articulating technical solutions, functional; requirements or deficiencies, including critical impact to project execution based on current client SLA requirements.
SCUID Operations Engineers will be accountable for clearly communicating all technical requirement conflicts that will impact client SLAs and on time delivery of client deliverables.
The compensation and benefits will be both comprehensive and competitive.
||Austin, TX |