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IAM Federation & Infra Analyst

Role mission


* As an Identity and Access Management (IAM) Support Analyst, your role is crucial in ensuring the Security and Integrity of our organization's digital assets.


* Technical platform ownership of core Identity platforms that include Identity governance and Authentication.


* Managing service levels, operations KPI's, audit remediation actions and continuous improvements.


* We are looking for a Ping Identity Support Engineer to manage, troubleshoot, and support enterprise IAM solutions using Ping Identity products, including PingFederate, Ping Access, and PingID.


* You will serve as a key technical point of contact for resolving authentication and SSO issues and ensuring availability of critical IAM infrastructure.

Main responsibilities


* Provide Level 2 and Level 3 support for Ping Identity products (PingFederate, Ping Access, PingID), resolving advanced technical issues related to authentication, single sign-on (SSO), and multi-factor authentication (MFA).


* Investigate and resolve authentication failures, federation errors, and SSO integration challenges, using log analysis, trace tools, and protocol-level debugging of SAML, OAuth, and OIDC flows.


* Ensure high availability and optimal performance of identity services, leveraging proactive monitoring, health checks, and alert mechanisms across all Ping Identity components.


* Configure and support SSO integrations with enterprise and cloud applications, implementing secure protocols (SAML, OAuth, OIDC) and coordinating metadata exchange with internal and third-party providers.


* Manage SSL/TLS certificates across Ping environments, including timely renewals, keystore management, and enforcing secure communication practices.


* Collaborate with security, infrastructure, and application teams to triage incidents, implement fixes, and ensure IAM services align with security standards and compliance requirements.


* Support version upgrades, patches, and environment migrations, including planning, testing, and executing changes in development, QA, and production environments.


* Develop and maintain technical documentation and knowledge base articles outlining common issues, solutions, integration procedures, and operational best practices.


* Respond to and manage IAM-related support tickets, ensuring timely resolution, customer communication, and proper categorization of incidents and service requests.


* Lead or assist with onboarding new applications to the Ping Identity platform, handling end-to-end configuration, attribute mapping, and user testing for SAML/OIDC setups.


* Guide application teams through integration procedures, following standard operating protocols and ensuring consistent implementation of IAM policies across systems.


* Participate in maintenance and on-call support rotations, responding to critical incidents and performing scheduled upgrades or deployments outside business hours.
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