Cognizant Technology Solutions Corporation

Practice - CIS - Cloud, Infrastructure, and Security Services

About Cloud Infrastructure & Security Services: Cognizant’s Cloud, Infrastructure, and Security Services Practice (CIS), is all about embracing digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the rapidly evolving needs of the digital era. Our holistic approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to run the business in a secure environment.

Job Summary

We are seeking a highly skilled experienced L2 Support Engineer to join our Identity and Access Management (IAM) Operations team with work model of remote. The candidate will be responsible for the day-to-day operational support maintenance and troubleshooting of our enterprise-level CA SiteMinder and Ping Identity platforms. This role involves resolving complex incidents participating in problem management implementing changes and ensuring the stability and performance of critical IAM services

Responsibilities

Incident Management & Troubleshooting (L2)

• Provide expert L2 support for incidents and service requests related to CA SiteMinder and Ping Identity products (e.g PingFederate PingAccess, PingDirectory, PingOne, PingID)
• Diagnose and resolve complex authentication authorization and federation issues (SAML OAuth OpenID Connect WS-FED)
• Analyze logs (SiteMinder Policy Server Web Agents Ping logs web server logs) and tracing tools (HTTP tracing) to identify root causes of issues.
• Utilize monitoring tools (e.g. Splunk) to proactively identify and address performance bottlenecks and system health concerns.
• Collaborate with L1 support teams for escalation and knowledge transfer and with L3/engineering teams for advanced issue resolution and code fixes.
• Manage customer expectations and ensure adherence to Service Level Agreements (SLAs) for incident resolution

Problem Management

• Identify recurring issues and patterns to drive problem management activities.
• Propose and implement permanent solutions to prevent future incidents including configuration changes process improvements and automation opportunities.
• Contribute to root cause analysis (RCA) documentation
• Platform Maintenance & Operations
• Perform routine health checks monitoring and performance tuning of SiteMinder and Ping Identity components.
• Assist with the installation configuration and maintenance of SiteMinder Policy Servers Web Agents Policy Stores and Ping Identity servers.
• Support upgrades patching and certificate management (SSL federation partnership certificates) for IAM infrastructure.
• Ensure all IAM services are operating optimally and proactively address potential issues

Configuration & Deployment

• Implement configuration changes for policies rules realms responses authentication schemes in SiteMinder.
• Configure user directories and directory mappings for authentication and authorization.-
• Onboard new applications to the SSO/federation platforms based on business requirements.
• Support the deployment of new features and fixes to production environments
• Create and maintain comprehensive operational documentation Standard Operating Procedures (SOPs) and knowledge base articles.
• Ensure all support processes are well-documented and up-to-date.
• Collaboration & Communication: -
• Work closely with cross-functional teams including application owners infrastructure teams (Linux Windows Networking Load Balancers Firewalls) security teams and project teams.
• Communicate effectively with technical and non-technical stakeholders regarding incident status resolutions and system changes.
• Participate in on-call rotations as required to provide 24/7 support for critical incidents.
• Ensure compliance with security policies regulatory requirements (e.g SOX HIPAA GDPR NIST) and best practices in all IAM operations.
• Support internal and external audits by providing necessary access reports and evidence of control execution.

Qualifications

• 3-5+ yrs of experience in Identity and Access Management (IAM) operations and L2 support roles.
• Proven hands-on experience with CA SiteMinder components including Policy Server Web Agents Access Gateways and Policy Stores.
• Strong experience with Ping Identity products such as PingFederate PingAccess PingDirectory PingOne and PingID.
• Experience with Single Sign-On (SSO) and Federation protocols (SAML 2.0 OAuth 2.0 OpenID Connect).
• Familiarity with Multi-Factor Authentication (MFA) solutions.
• Experience troubleshooting web-based applications including analyzing HTTP traces and application server logs.

Technical Proficiency

• Deep understanding of authentication and authorization concepts.
• Solid knowledge of directory services (LDAP Active Directory) and their integration with IAM platforms.
• Working knowledge of web servers (Apache IIS IBM HTTP Server NGINX Tomcat) and application servers.
• Proficiency in Linux/Unix and Windows server operating systems.
• Familiarity with networking concepts (Load Balancers Firewalls IP DNS).
• Experience with scripting languages (e.g. Bash PowerShell Python) for automation and task execution.
• Familiarity with monitoring tools (e.g. Splunk ELK stack Grafana Prometheus).

Soft Skills

• Excellent problem-solving and analytical skills with the ability to perform root cause analysis.
• Strong written and verbal communication skills with the ability to explain complex technical issues clearly.
• Ability to work independently and as part of a team in a fast-paced dynamic environment.
• Strong organizational skills and attention to detail.
• Customer-focused with a strong commitment to service excellence.
• Ability to prioritize and manage multiple tasks effectively

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Applications will be accepted until 20 June 2025.

Salary and Other Compensation:

The annual salary for this position is between $[114,500 - 134,000] depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

The Cognizant community:

We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 300,000 associates around the world.
• We don’t just dream of a better way – we make it happen.
• We take care of our people, clients, company, communities and climate by doing what’s right.
• We foster an innovative environment where you can build the career path that’s right for you.

About us:

Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

Disclaimer:

Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.