API GATEWAY,SiteMinder

Cloud Analytics Technologies, LLC; Chicago (IL); On-site; USD 80,000 - 110,000; Full time

Job summary

A leading technology services firm in Chicago is looking for a Subject Matter Expert (Support & Ops) to oversee incident resolution and enhance customer satisfaction. The ideal candidate will have strong analytical skills and be proficient utilizing CA API Gateway and CA Siteminder. Responsibilities include mentoring team members, ensuring compliance with SLAs, and improving service delivery through effective communication and documentation. This role offers a dynamic work environment and opportunities for professional development.

Qualifications

• Optional certifications in CA API Gateway and CA Siteminder preferred.
• Experience in incident management and resolution is a must.
• Ability to communicate effectively with stakeholders.

Responsibilities

• Ensure on-time resolution of escalated incidents using CA tools.
• Mentor team members on best practices in API security.
• Enhance customer satisfaction through active participation in service delivery improvement.
• Perform root cause and trend analyses to guide operational decisions.

Skills

Proficient in CA API Gateway (Layer 7)

Strong analytical skills

Excellent communication skills

Familiarity with identity management principles

Mentoring abilities

Tools

CA Siteminder

Job description

Job Summary The Subject Matter Expert (Support & Ops) plays a critical role in ensuring the timely resolution of escalated incidents while adhering to quality standards and service level agreements (SLAs). This position is pivotal in enhancing customer satisfaction through effective communication, mentoring, and operational excellence within the support and operations team.

Key Responsibilities

• Ensure On-Time Resolution And Quality Compliance Of Escalated Incidents By Utilizing Ca Api Gateway (Layer7) And Ca Siteminder To Analyze And Troubleshoot Issues, Meeting Agreed Slas.
• Mentor Team Members On Best Practices And Standards Related To Identity Management And Api Security, While Preparing Sops And Maintaining Comprehensive Documentation To Support Operational Efficiency.
• Validate And Oversee The Change Order Implementation Plan And Human Error Compliance, And Actively Contribute To Capacity Planning Initiatives To Optimize Resource Utilization.
• Enhance Customer Satisfaction By Participating In Customer Meetings, Understanding Issues Faced, And Providing Actionable Insights To Improve Service Delivery.
• Conduct In-Depth Analyses Such As Root Cause Analysis And Trend Analysis Using Relevant Tools, And Prepare Performance Reports To Present Findings And Recommendations To Key Business Stakeholders.

Skill Requirements

• Proficient In Ca Api Gateway (Layer 7) And Ca Siteminder
• Strong Analytical Skills With Experience In Incident Management And Resolution
• Excellent Communication And Interpersonal Skills For Effective Stakeholder Engagement
• Familiarity With Identity Management Principles And Practices
• Ability To Mentor And Guide Team Members In Technical And Operational Matters

Certification

• Optional But Valuable Certifications: Ca Api Gateway Certification, Ca Siteminder Certification, Itil Foundation Certification

CLOUD ANALYTICS TECHNOLOGIES LLC is an equal opportunity employer inclusive of female, minority, disability and veterans, (M/F/D/V). Hiring, promotion, transfer, compensation, benefits, discipline, termination and all other employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, national origin, citizenship/immigration status, veteran status or any other protected status. CLOUD ANALYTICS TECHNOLOGIES LLC will not make any posting or employment decision that does not comply with applicable laws relating to labor and employment, equal opportunity, employment eligibility requirements or related matters. Nor will CLOUD ANALYTICS TECHNOLOGIES LLC require in a posting or otherwise U.S. citizenship or lawful permanent residency in the U.S. as a condition of employment except as necessary to comply with law, regulation, executive order, or federal, state, or local government contract.