ForgeRock

Location-Any location.

Job Summary:

Seeking an experienced ForgeRock AM Application Support Lead to oversee the operational support and maintenance of ForgeRock platform for EIAM application. The candidate needs to have deep technical expertise in ForgeRock AM, with a strong background in application support, incident management, and operational best practices. The candidate will be responsible for leading a team of support engineer, ensuring the stability and efficiency of EIAM ForgeRock operations, and driving continuous improvement initiatives.

Key Responsibilities:

· Lead and Manage Support Operations:

§ Oversee day-to-day operations of the EIAM ForgeRock platform, ensuring high availability, reliability, and performance.

§ Manage a team of support analysts, providing guidance, training, and performance feedback.

§ Act as the primary point of contact for escalated issues and critical incidents, ensuring timely resolution.

· Incident, Defect and Problem Management:

§ Lead incident & Defect response efforts, including root cause analysis and problem management for recurring issues.

§ Maintain and improve incident management processes, ensuring adherence to SLAs and minimizing downtime.

· Platform Maintenance and Upgrades:

§ Plan, schedule, and execute regular maintenance activities, including patching, upgrades, and configuration changes.

§ Monitor system health and performance, proactively identifying and addressing potential issues.

· Process Improvement and Documentation:

§ Develop and implement best practices for operational support, including standard operating procedures, runbooks, and knowledge base articles.

§ Ensure all changes and incidents are properly documented in accordance with internal standards and compliance requirements.

· Stakeholder Communication:

§ Communicate effectively with stakeholders, providing regular updates on system status, ongoing issues, and upcoming changes.

§ Work closely with project teams to ensure smooth transitions from project delivery to operational support.

Key Skills

· Should have good understanding of ForgeRock AM.

· Install, customize, configure, support access management tools.

· Must have good knowledge on development and delivery of new Integrations (OIDC and SAML), Authentication Trees, custom nodes, OPenDJ related tasks, amster and ssoadm utility, knowledge on SSL cert renewals.

· Should have sound knowledge of ELK or similar log monitoring tools.

· Must have knowledge on troubleshooting issues and identifying appropriate fix.

· Should have knowledge on creation process of new audit reports, templates, ad-hoc and runs current audit reports for SOX, ISAE for specific application.

· Should have basic knowledge on SDLC and CI/CD process.

· Should have knowledge on documentation, workflow diagrams, and developing test scripts for testing automation.

· Should have knowledge on git and version controlling.

· Should have basic java coding knowledge

· Should have basic understanding of DevOps and Agile mode of working.

· Should have good communication skills