Job Summary

We are looking for a CIAM Engineer / CIAM Analyst / Specialist – L1/L2 with hands-on operational knowledge of Okta Auth0 and a strong understanding of customer authentication, Single Sign-On (SSO), federation and production support. The resource will troubleshoot authentication issues, support application integrations, manage incidents and changes through ServiceNow, participate in migration activities, maintain operational documentation, and provide weekend on-call support as required.

Provide L1/L2 operational support for CIAM services with a primary focus on Okta Auth0. Troubleshoot customer login, authentication, authorization, SSO and federation issues by reviewing relevant logs and configurations. Support SAML 2.0 and OpenID Connect (OIDC)/OAuth 2.0 based application integrations and resolve configuration or connectivity issues. Understand OIDC/OAuth concepts including authorization flows, client applications, redirect URIs, scopes, claims, ID tokens and access tokens. Handle incidents and service requests in ServiceNow with correct prioritization, work notes, SLA tracking, escalation, resolution and closure. Follow the Incident Management process for investigation, stakeholder communication, service restoration and escalation, including support for high-priority incidents. Follow the Change Management process for CIAM configuration and production changes, including implementation, validation, rollback planning, and post-change verification. Support application launch, testing and production readiness activities. Support CIAM migration activities including planning, user/application migration, cutover execution, validation, troubleshooting, rollback readiness, and post-migration stabilization. Participate on the weekend on-call support roster for critical CIAM production incidents, planned changes and migration/cutover activities as required. Perform CIAM health checks, operational monitoring and reporting, and maintain SOPs, runbooks, knowledge articles, and troubleshooting documentation. Support certificate management activities for expiration monitoring, renewal/replacement coordination, validation, and post-change verification. Coordinate effectively with L1/L2/L3, application, infrastructure, network, security and vendor teams.

Key Responsibilities

NA

Skill Requirements

2–5 years of overall IAM/CIAM or identity/application production support experience preferred. Practical L1/L2 exposure to Okta Auth0 or comparable identity platforms. Experience supporting enterprise SSO integrations, production incidents, changes, and migration activities. Strong analytical, troubleshooting, documentation, and stakeholder communication skills. Basic DNS, HTTP/HTTPS, SSL/TLS and certificate troubleshooting. Ability to work under SLA-driven operational processes and coordinate across multiple technical teams. Experience supporting certificate renewal/replacement activities for SSO or identity integrations, including coordination and validation to avoid authentication of service disruption.

Other Requirements

NA