Authentication Platforms Level 3 (L3) Operation Support team is responsible for providing support services to all critical Single Sign-On (SSO) Platforms that are used across Citi. This team is looking for a suitable candidate to join support team as a Level 3 Operations Support Analyst.

Ideal candidate should be able to work in a well-defined team structure as well as independently with minimal supervision. The job is heavy on client interaction and should have a good command of English, possess strong oral and written business communication skills. Candidate should be a fast-learner, able to do multitasking and can work under pressure.

Key Responsibilities

• 8+ Years in support business and work with System administrators, developers, and analysts with troubleshooting issues.
• Perform change management and incident management utilizing documented procedures through Service Now (SN) or similar change management tools
• Support service recovery procedures
• Be the point of contact for the Level 2 Team escalation.
• Participate in Problem Management processes to identify solutions for recurring problems
• Document problem resolutions and publish knowledgebase.
• Work with vendor support, System administrators / architects on a regular basis and track issues to closure as a Subject Matter Expert.
• Support maintenance and migrations on the SSO infrastructure.
   

Regular weekend work and working on shifts is expected.

Experience and Skills

Must-have Skills
3-5 years of relevant industry experience in one or more of the following:

• Enterprise Single Sign On (SSO), Authentication and Authorization Products
• Identity and Access Management tools and processes
• Strong ability to utilize Unix and Linux systems like Red hat Enterprise Linux 8.x/7.x/ 6.x.
• Supporting complex, multi-tier, distributed systems - Webservers, App Servers, Network topologies (Demilitarized Zone, Firewall rules etc.) required to support applications utilizing the authentication infrastructure.

Desired Skills

• Knowledge of PING Directory or other Light-Weight Directory Access Protocol servers.
• Experience supporting REST and SOAP API web services calls.
• Experience in High-level Programming languages like JAVA and scripting languages such as JavaScript, Python.
• Experience with supporting one-time password technology using Voice, SMS, and Biometrics.

Education

• Bachelor's Degree.
• Certifications such as ITIL, CISSP are desired, but not mandatory. However, willingness to complete certification would be expected.

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