Engineer - IT Product Support

Overview

Support and administer Customer Identity and Access Management (CIAM) services on the Okta platform, covering operational support, user and access administration, application onboarding, policy management, issue resolution, reporting, and documentation.

What you'll do

• Monitor ServiceNow queues, incidents, change orders, and support emails on a regular basis.
• Review and respond to Sev 1, Sev 2, and Sev 3 tickets within agreed service levels.
• Investigate and resolve access-related and application-related issues raised by users and application teams.
• Support urgent business requests, including testing-related access requirements, where applicable.
• Manage Okta group mapping for existing applications, including assignment and removal of groups.
• Assign Okta groups to users based on approved access requests.
• Create external user accounts for applications in line with approved business requests.
• Update primary email addresses for external users when required.
• Reset passwords for external users and perform MFA resets as needed.
• Create Okta groups to support application onboarding and access requirements.
• Support onboarding of new applications in Okta, including SAML, OIDC, and service applications.
• Implement approved configuration changes for existing applications.
• Partner with application owners and TPMs to understand onboarding requirements, identity provider setup, and authentication needs.
• Create and manage authentication and access policies for applications.
• Manage password, MFA enrollment, and global session policies across the Okta environment.
• Create and maintain Identity Providers in Okta.
• Manage authorization servers, including scopes, claims, and access policies.
• Manage Okta branding elements, including themes, hosted pages, and custom email templates.
• Create and maintain Okta automations and workflows.
• Monitor new Okta feature releases and assess their impact on applications and services.
• Contribute to the continuous improvement of CIAM processes and platform capabilities.
• Provide standard and custom Okta reports to application owners on request.
• Maintain process documents, standard operating procedures, and support documentation in Wiki and Confluence.
• Keep operational and knowledge documents current to support effective service delivery.

What you'll need

• Bachelor's degree in computer science, Information Technology, or a related field, with 1–4 years of relevant professional experience.
• Good understanding of Okta CIAM capabilities and platform administration.
• Experience in user lifecycle management, access management, and group-based access control.
• Knowledge of SAML, OIDC, Identity Providers, and authentication mechanisms.
• Experience managing authentication, access, password, MFA, and session policies.
• Strong understanding of IAM concepts and secure access management, with good problem-solving skills.
• Knowledge of delegated authentication concepts.
• Foundational knowledge of related platforms/tools such as Active Directory (AD), Workday, and CyberArk.
• Familiarity with Okta workflows, branding, and authorization server configuration.
• Strong troubleshooting, analytical, and incident management skills.
• Good communication, documentation, and stakeholder management skills.
• Ability to work collaboratively with application owners, TPMs, and support teams.

Nice to have

• Experience with ServiceNow.

Details

• Location: Noida/Gurugram, India (Hybrid), with rotational night shifts.
• Hybrid work: at least three days per week in the office, with one anchor day per week for office-based teams.
• Number of positions: 1.
• Grade B2.
• Business / Function: MMC Technology / Application Management Services (AMS). Segment: Customer Identity Access Management.