Wolters Kluwer, is looking for a Senior Support Engineer.

As a member of the OneID support team you will be tasked with providing Level 2 support for products that utilize our identity management services and federated solutions. Diagnose issues related to the use of subscription management tools and authentication services based on our OneID platform. Provide accountability on issue handling and problem identification as well as expert analysis on issues with resolution feedback to business partners. The support engineer reports to the OneID platform support director.

Roles and Responsibilities

Monitor, react to and investigate incidents raised by business partners or as a result of system generated alertsUse incident management process to create, track and document all communications regarding incident investigation, status and resolutionMonitor and analyze application performance logs as wells as infrastructure related metrics/dataContribute to or establish continual process improvement based on observed platform performance and issues data, analysis of system logs and historical monitoring metricsConsult with systems support and operational intelligence teams to establish system performance and alerting tolerance thresholds to ensure maximum system availabilityWork with senior management and support team members as required to resolve issues, engage development teams when appropriate and collaborate with operation teamsCollaborate with business development teams and professional services to resolve authentication and authorization workflow issues related to federated implementations  Consult and align to workflows related to support processes including troubleshooting methodologyParticipate in development team managed Knowledge Transfer (KT) to gain knowledge of new products and emerging technologies related to authentication and authorization servicesUse defect management system to request expert analysis or to report bugs that require development intervention to resolve

Other Duties

Provide training as requested on new support processes and technologiesAlign to local/regional workdays and business hours

Education:

Bachelor Degree in Computer Sciences or related technical discipline or equivalent combination of work experience and education

Experience:

Mid-seniority experience supporting web applications and systemsExperience supporting Federated SSO implementationsExperience using ITIL certified software to document and track issuesExperience with Application Performance Monitoring (APM) tools and DB monitoring such as DynaTrace, AppDynamics, Datadog, AWS CloudWatch. MS AppInsightMid-seniority experience supporting Digital Identity management solutions for cloud-based applications is a plus

Other Desirable Knowledge, Skills, Abilities or Certifications:

Excellent English written and spoken communication skillsStrong customer service orientation and interpersonal skillsDemonstrated ability to understand logical sequence, root cause analysis, problem identification and escalationAble to work independentlyThe ability to document and illustrate cause and effect as part of problem solving is a mustCertifications in AWS, Azure, ITIL are nice to haveAble to write queries to retrieve data for analysisUtilized technologies: Ping Federate, Ping Directory, Linux, Apache, JBOSS, J2EE, JavaScript, GWT, REST Web Services, MSSQLKnowledge of REST API Web services.Knowledge in Linux, Apache, JBOSS, J2EE, Bash/Perl scripting for log analysis.Development-Operations (DevOps) knowledge supporting web-based applications is a plus