Wolters Kluwer is looking for a Senior Application Support Engineer.
As a member of the OneID support team you will be tasked with providing Level 2 support for products that utilize our identity management services and federated solutions. The Senior Application Support Engineer reports to the OneID platform support director.
Roles and Responsibilities
* Diagnose issues related to the use of subscription management tools and authentication services based on our OneID platform.
* Provide accountability on issue handling and problem identification as well as expert analysis on issues with resolution feedback to business partners
* Monitor, react to and investigate incidents raised by business partners or as a result of system generated alerts and analyze application performance logs as wells as infrastructure related metrics / data
* Use incident management process to create, track and document all communications regarding incident investigation, status and resolution
* Contribute to or establish continual process improvement based on observed platform performance and issues data, analysis of system logs and historical monitoring metrics
* Consult with systems support and operational intelligence teams to establish system performance and alerting tolerance thresholds to ensure maximum system availability
* Work with senior management and support team members as required to resolve issues, engage development teams when appropriate and collaborate with operation teams
* Collaborate with business development teams and professional services to resolve authentication and authorization workflow issues related to federated implementations
* Participate in development team managed Knowledge Transfer (KT) to gain knowledge of new products and emerging technologies related to authentication and authorization services
* Use defect management system to request expert analysis or to report bugs that require development intervention to resolve
Must-have Experience :
* Experience with Application Performance Monitoring (APM) Tools
* Strong knowledge in cloud computing (AWS or Azure)
* Mid-seniority experience supporting web applications and systems
* Mid-seniority experience supporting Digital Identity management solutions for cloud-based applications
* Excellent English written and spoken communication skills
Education :
* Bachelor Degree in Computer Sciences or related technical discipline or equivalent combination of work experience and education
Other Desirable Knowledge, Skills, Abilities or Certifications :
* Strong customer service orientation and interpersonal skills
* Demonstrated ability to understand logical sequence, root cause analysis, problem identification and escalation
* Experience using ITIL certified software to document and track issues
* Able to write queries to retrieve data for analysis
* Knowledge in Linux, Apache, JBOSS, J2EE, Bash / Perl scripting for log analysis.
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