Serve as technical subject matter expert for Program service offerings
Develop a deep expertise in a complex suite of applications in order to provide expert, off-script application troubleshooting to complex (i.e. Tier 3) help requests
Interface with high-level government officials, external partners, and application users to resolve and address their help requests with the utmost professionalism
Proactively analyze metrics and logs to avoid operational incidents based on system trends
Create detailed write-ups and analysis of potential issues for the development team when tickets are escalated to the application development team
Support the program in developing, writing, and maintaining both technical and procedural documentation
On call to provide issue resolution for Priority 1 and Priority 2 issues
Support the program in analyzing support ticket trends and common issues
REQUIRED QUALIFICATIONS:
Systems administration of Linux OS, COTS / FOSS software, and/or web services
Deep understanding of network and transport layer architectures and implementations
Understanding of cloud and on-premises architectures
Experience with configuring and managing monitoring and metrics tools to proactively track system usage
Strong communication skills, both verbal and written
Proven ability to quickly learn new software and IT concepts
Possesses a firm architectural understanding of enterprise IAM services, Identity Governance / Provisioning, Active Directory, LDAP, and PKI
Demonstrates initiative, independent problem-solving skills, strong analytical abilities, creativity, and a customer service-orientated personality
Demonstrates an ability to prioritize and organize efforts in a fast-paced environment
Bachelor’s of Science, Technology, Engineering and Mathematics (STEM) degree or equivalent work experience
DESIRED QUALIFICATIONS:
Experience with ICAM standards such as SAML, OAuth2, OpenID Connect, or SCIM
Experience supporting and responding to security findings
Experience supporting multi-ops / COOP enterprise class systems
Experience developing enterprise applications and integrating COTS products within multi-tiered architectures
Experience performing software deployments
Experience working in an agile development environment with DevOps experience
Java / J2EE development experience
Scripting languages and algorithms
Security Protocols/Concepts (SSL/TLS, etc.)
COMP TIA Security+ (have or able to obtain), ISC2 CISSP, or other cybersecurity certification
