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Tier-1 brand, mid-level generalist title, metro location, and broad required skillset produce high applicant competition.
Specialized CIAM/IAM expertise and protocol knowledge create strong domain bias, limiting easy cross-industry transferability.
Explicit 6–9 years, CIAM platform mandates, and 24x7 on-call shift requirements make shortlisting highly strict.
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Provide Level 3 operational production support for enterprise Customer Identity and Access Management (CIAM) platforms and authentication services, including monitoring performance and resolving incidents within SLAs.
Perform root cause analysis, drive corrective/preventive actions, and support incident, problem, change, and release management processes in a 24x7 two-shift rotational model with on-call duties.
Collaborate with engineering and security teams to improve platform stability, manage SSO and identity integrations, ensure compliance with security standards, and maintain operational documentation and automation initiatives.
6 to 9 years of experience in Application Support, IAM, CIAM, Identity Operations, or Production Support environments.
Hands-on experience with CIAM platforms such as Okta (Auth0), ForgeRock, Ping Identity, Microsoft Entra External ID (Azure AD B2C), SAP Gigya, or Keycloak.
Strong knowledge of identity and authentication technologies including OAuth 2.0, OpenID Connect (OIDC), SAML 2.0, MFA, Federation, and API troubleshooting.
Ability to work in a 24x7 support environment with two-shift rotation and be part of on-call incident management.
Experienced in supporting and troubleshooting customer-facing authentication platforms at scale, with deep understanding of SSO integrations, federation, and API authorization protocols.
Comfortable working in high-availability environments requiring rigorous incident management and continuous service improvement.
Familiar with ITIL-based support processes, DevOps and cloud-native technologies, and able to interface effectively with diverse technical and stakeholder teams.