L2 CIAM Specialist

About the Role

Ericsson is seeking a qualified professional to join its Enterprise Applications team as an L2 CIAM Specialist, responsible for supporting and managing key enterprise systems within a continuous 24/7 production environment. This role emphasizes ensuring the high availability, optimal performance, and compliance with service-level agreements for complex application systems, especially those involving Customer Identity and Access Management (CIAM) platforms.

Key Responsibilities

• Deliver Level 2 support for designated systems and services.
• Continuously monitor production environments to maintain performance stability.
• Address issues raised by Level 1 support or monitoring teams and collaborate with Level 3 and vendor teams to restore system faults.
• Resolve incident tickets and manage daily customer challenges.
• Work closely with IT and network teams to troubleshoot operational and functional problems.
• Fulfill ad hoc requests from various internal teams.
• Perform log analyses to diagnose issues, escalate problems proactively, and recommend alternative solutions.
• Implement change requests in production while ensuring operational continuity.
• Adhere to ITIL best practices, including incident, problem, and change management processes.
• Maintain SLA adherence for applications and incident resolutions.
• Actively pursue knowledge development in emerging solutions and certifications.
• Provide comprehensive feedback on solution inefficiencies and engage with design, Level 3, and vendors to execute improvements.
• Participate in root cause analysis (RCA) sessions and support ongoing enhancement initiatives.

Qualifications and Experience

• Bachelor's degree in Telecommunications, Computer Science, or a related field.
• Between 5 and 15 years of relevant professional experience.
• Practical expertise configuring and operating ForgeRock CIAM platforms.
• Experience managing containerized application stacks on Red Hat OpenShift.
• Proficient in log monitoring and analysis using Splunk or ELK stacks.
• Solid understanding of SQL databases including PostgreSQL and MySQL.
• Skilled in Oracle WebLogic Server and Oracle WebCenter Sites administration.
• Hands-on with technologies including Single Sign-On (SSO), LDAP, JBoss, Tomcat, Apache, IIS, Multi-Factor Authentication (MFA), OAuth2, OpenID Connect, and SAML protocols.
• Competent in scripting with Shell and Python.
• Effective time management and strong aptitude for continuous learning.
• Ability to work autonomously as well as collaboratively in team settings.
• Strong communication capabilities.
• Availability and willingness to operate within a 24/7 support environment.

Additional Preferred Skills

• Basic knowledge of the telecommunications sector and related integrated applications such as billing systems, Enterprise Application Integration (EAI), messaging platforms, and payment gateways.
• Good grasp of web services including SOAP and REST.
• Familiarity with deployment and maintenance of web applications using established design patterns.
• Experience with application performance monitoring tools like AppDynamics.
• Advanced skills with Linux command-line tools.
• Background in web application development and support.
• Hands-on experience with monitoring and analytics tools such as Dynatrace and Grafana.
• Knowledge of continuous integration and deployment tools like Jenkins and Git.
• Capability to perform effectively under pressure in production-critical situations.

Why Join Ericsson?

At Ericsson, you will have the opportunity to apply your expertise and creativity to push technological boundaries and tackle challenging global problems. You will work alongside a diverse team of innovators dedicated to pioneering future-forward solutions. Ericsson values diversity, inclusion, and collaborative innovation to foster growth and excellence. The company is an Equal Opportunity Employer welcoming candidates from all backgrounds.

Location

This position is based in Dubai, United Arab Emirates.

Additional Information

Job ID: 788277