Managed Services Engineer

Job Description ProofID is a leading Identity and Access Management (IAM) specialist.
With a global presence, UK HQ and offices in the US, we help organizations effectively manage their digital identities.
Our extensive experience with top IAM software vendors enables us to deliver unmatched value as a trusted partner for identity management programs.
At ProofID, our mission is clear - we strive to provide pain-free, secure, and seamless digital user experiences for our clients.
Whether it's addressing legacy systems, compliance issues, or M&A transitions, our team has the expertise to navigate complex projects and ensure smooth implementations.
With over 100 employees worldwide, we still maintain a close-knit culture.
Join us at ProofID and be part of an exciting journey towards revolutionising identity management while working alongside world-leading customers.
Role Summary:   Managed Services Experienced Engineer provides technical customer support to complex identity and access management solutions.
They are a key contributor in a high-performance culture and team that is focused on delivering success for our customers.
Managed Service Engineers are accountable for the quality of service provided to customers in a manner which minimizes or removes the need for interruption to their business.
  Key Responsibilities   Monitor customer environments, proactively anticipate issues and co-ordinate with other resources, advise customers, propose solutions and effectively respond to service performance issues using the ITIL lifecycle model.
   Manage small consultancy style projects and handle complex incidents.
   Ensure that work is prioritized using the workflow management and ticket system.
Maintain clear, effective communications with all stakeholders both external and internal.
Create easy to follow documentation in a variety of situations - RCAs, change records, user guides etc.
Manage own time effectively to complete assigned work and adapt schedule based on customer needs and priorities   Make a positive contribution to ProofID's Managed Services team, through continuous improvement and sharing skills Keep up to date on various technology developments through internal & external trainings.
   Able to build professional rapport with a range of customer and internal contacts Works collaboratively and iteratively across customer and internal organizations ensuring high levels of communication across a number of issues at any one time Positive and pro-active in all interactions    Able to translate technical information and regulations into understandable language and chooses appropriate format to ensure understanding Direct, clear interaction with customers (and partners), ensuring high quality and timely responses     Key Competencies ·                 Experience with the Ping Identity suite of products or other IAM solutions is highly desirable ·                 Experience in managing and design schemas in a directory, understanding indexing and usage context.
·                 Experience of LDAP Solutions.
·                 Experience or knowledge of SAML, infrastructure and information security practices.
·                 Relevant technical background and knowledge of federation and multi-factor authentication – this could be OAuth / OpenID standards knowledge, OIDC, SP, IDP configuration.
·                 Active working knowledge of Linux and Bash Scripting.
·                 Proficient with Linux Command line and Linux Package Management.
·                 Troubleshooting SQL Queries and HTTP error codes.
·                 Working with REST API's.
·                 XML and JSON Knowledge.
·                 Be able to read and analyze browser network traces.
·                 A consultative approach based on sound functional expertise ·                 Ability to build support for proposals and SOW's.
·                 Experience of Change Management.
  Desirables:     Knowledge of Access Management Solutions: Ping / Forge Rock / Microsoft Knowledge of PAM Solutions: Cyber Ark / Delinea Knowledge of IGA Solutions: Sailpoint / Net IQ / Ideiio HTML or Java Development Skills   Infrastructure knowledge: Microsoft / AWS ITIL Certification Scripting Languages: Java, Groovy Scripting, HTML, PHP, Python   Our Values : WE DO GREAT WORK                                      WE VALUE OUR CUSTOMERS WE SUPPORT OUR COLLEAGUES                   WE ARE CURIOUS ProofID is an equal opportunity employer.
We do not discriminate based on sex, gender identity, ethnicity, religion, sexual orientation, neurodiversity, disability or any other protected basis because we believe the best and brightest come from all walks of life.
We aspire to foster a community in which diversity is valued in both our employees and our ideas.
      Requirements Key Responsibilities Monitor customer environments, proactively anticipate issues and co-ordinate with other resources, advise customers, propose solutions and effectively respond to service performance issues using the ITIL lifecycle model.
Manage small consultancy style projects and handle complex incidents.
Ensure that work is prioritised using the workflow management and ticket system.
Maintain clear, effective communications with all stakeholders both external and internal.
Create easy to follow documentation in a variety of situations - RCAs, change records, user guides etc.
Manage own time effectively to complete assigned work and adapt schedule based on customer needs and priorities.
Make a positive contribution to ProofID's Managed Services team, through continuous improvement and sharing skills.
Keep up to date on various technology developments through internal & external trainings.
Able to build professional rapport with a range of customer and internal contacts Works collaboratively and iteratively across customer and internal organizations ensuring high levels of communication across a number of issues at any one time Positive and pro-active in all interactions Able to translate technical information and regulations into understandable language and chooses appropriate format to ensure understanding Direct, clear interaction with customers (and partners), ensuring high quality and timely responses Key Competencies Manage and troubleshoot Microsoft Azure Cloud services.
Manage and monitor Azure cloud environments, ensuring optimal performance and security Deploy and configure virtual machines, storage, and networking components in Azure.
Implement and optimize Azure resources for scalability and efficiency.
Work with Azure Active Directory and Office 365 Admin Portal for user and group management.
Virtual Server Administration.
Administer Windows servers, Domain Controllers, and Active Directory Basic understanding of TCP/IP, DNS, and general networking.
Basic understanding of Cisco routers/switches and VoIP.
Basic understanding of Firewalls/Gateways.
Utilize PRTG for network monitoring and proactive issue resolution.
Experience in working in or with data centres, ensuring hardware reliability and uptime.
Perform routine audits of systems and software.
Develop knowledgebase documentation.
Experience with Microsoft Active Directory / Azure Active Directory Experience with RSA SecurID Desirables: Knowledge of Access Management Solutions: Ping / Forge Rock / Microsoft Knowledge of IGA Solutions: SailPoint / Net IQ / Ideiio Knowledge of PAM Solutions: Cyber Ark / Delinea HTML or Java Development Skills Infrastructure knowledge: Microsoft / AWS ITIL Certification Scripting Languages: Java, Groovy Scripting, HTML, PHP, Python Our Values: WE DO GREAT WORK WE VALUE OUR CUSTOMERS WE SUPPORT OUR COLLEAGUES WE ARE CURIOUS ProofID is an equal opportunity employer.
We do not discriminate based on sex, gender identity, ethnicity, religion, sexual orientation, neuro-diversity, disability or any other protected basis because we believe the best and brightest come from all walks of life.
We aspire to foster a community in which diversity is valued in both our employees and our ideas.