API GATEWAY,SiteMinder

Ethereum Technologies LLC; Chicago (IL); On-site; USD 75,000 - 95,000; Full time

Job summary

A growing technology company located in Chicago is seeking a Subject Matter Expert (Support & Ops) to ensure timely resolution of escalated incidents and enhance customer satisfaction. The ideal candidate will have proficiency in CA API Gateway (Layer 7) and CA Siteminder, alongside strong analytical and communication skills. This role involves mentoring team members and actively participating in capacity planning initiatives to optimize resources. Join us to make a significant impact within the team.

Qualifications

• Proficient in CA API Gateway (Layer 7) and CA Siteminder.
• Experience in incident management and resolution.
• Ability to mentor and guide team members.

Responsibilities

• Ensure on-time resolution and quality compliance of escalated incidents.
• Mentor team members on best practices and standards.
• Enhance customer satisfaction through meetings and insights.

Skills

CA API Gateway (Layer 7)

CA Siteminder

Strong Analytical Skills

Excellent Communication Skills

Mentoring

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. (1.)

Key Responsibilities

• Ensure On-Time Resolution And Quality Compliance Of Escalated Incidents By Utilizing Ca Api Gateway (Layer 7) 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

Equal Opportunity Employer Statement

ETHEREUM 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. ETHEREUM 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 ETHEREUM 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