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General Electric Identity Management Operations Engineer in Bengaluru, India

Job Description Summary

Responsible for delivering product service support globally collaborating with operational teams and Service owners. This role is responsible for enhancing the user experience by continuously improving the service and experience.

Job Description

Roles and Responsibilities

In this role, you will:

  • Support GE's Sailpoint Identity IQ (IDM), Compliance Manager, and password reset applications, striving to provide excellent customer service to employees from GE Businesses

  • Define requirements for and/or develop automated monitoring and alerting solutions to drive performance and availability

  • Create new metrics and use existing metrics to identify ticket trends or recurring problems that need root cause analysis.

  • Investigate root cause for identified problems and recommend solutions

  • Develop and implement solutions for defects and when appropriate collaborate with IDM engineering team on solutions

  • Be aware of system-wide changes and application deployments that might impact application availability for users

  • Effectively manage escalations to resolution

  • Identify efforts to improve and simplify end-user experience by reducing the volume of tickets, reducing touch points, improve accountability, and driving the usage of the self-service tools

  • Drive a higher level of customer satisfaction by improving support team quality, knowledge, and training

  • Partner with other regional teams and services owners to share and promote best practices and lessons learned

Education Qualification

Bachelor's Degree in Computer Science or “STEM” Majors (Science, Technology, Engineering and Math) with basic experience.

Desired Characteristics

Technical Expertise:

  • Demonstrated experience with Identity Management solutions like Sailpoint, SPML, Directories, Java, JSP, HTML, J2EE, SOAP, XML, MFA, Oracle Identity Manager, Centrify, CA Identity Suite, IBM Security Identity Governance and IBM Security Identity Manager

  • Experience with common scripting languages (Bash, Perl, Python, Ruby)

  • Experience writing SQL to read/write from databases and creating filters to read for LDAP directories

Business Acumen:

  • Strong oral and written communication skills

  • Strong business analysis and problem solving skills

  • Proactively engages with cross-functional teams to resolve issues and design solutions using critical thinking and analytical skills and best practices

  • Ability to interact at all levels of the organization and with other GE businesses

Leadership:

  • Excellent communicator, works well in a team environment, and welcomes challenges

  • Self-starter with ability to manage multiple priorities in a fast paced work environment

  • Strong problem solving and analytical skills demonstrated the ability to assimilate new information and understand complex topics

Additional Information

Relocation Assistance Provided: No

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