Manage Incident Advisor (Guadalajara)

Summary

Responsible for supporting the operational stability, integration, and strategic development of IAM solutions. Manage incident resolution, lead architecture and roadmap planning, and collaborate across internal and external teams to ensure secure and seamless identity services. Key responsibilities include ticket triage, system health monitoring, documentation, and the design and implementation of scalable IAM architectures. This position requires strong analytical skills, technical expertise, and the ability to drive continuous improvement in identity management processes.

Essential Functions

• Support CIAM architecture, physical design, and technology strategy.
• Triage and resolve P3/P4 tickets related to ForgeRock CIAM components.
• Support integration and troubleshooting of Social Identity Providers (IDPs).
• Participate in incident management and root cause analysis.
• Attend command center calls and provide real-time issue updates.
• Collaborate with internal teams (e.g., BEC, CEC, AlwaysON) for issue resolution.
• Maintain and update technical documentation and knowledge base articles.
• Generate operational and performance reports as needed.
• Ensure smooth transition of project deliverables to support CIAM operations teams.
• Handle escalated cyber incidents for CIAM Operations team, handling DDoS attacks, etc.

Required Education and Experience

• Bachelor's degree in Information Technology, Computer Science, Business or related field.
• Minimum of 5-10 years with IAM, inclusive of a minimum of 2 years of experience leading technical initiatives/teams.

Knowledge & Skills

• Hands‑on experience with ForgeRock Identity Platform (AM, IDM, DS, IG).
• Strong understanding of CIAM concepts, protocols (SAML, OAuth2, OIDC), and directory services (LDAP).
• Experience with incident and ticket management tools (e.g., ServiceNow, Jira).
• Familiarity with monitoring tools and log analysis (e.g. Datadog).
• Experience supporting CI/CD Pipelines (e.g. Github, Gitlab).
• Skilled in maintaining documentation (e.g. JIRA, Confluence).
• Skilled in basic scripting (e.g. Python, Javascript).
• Knowledge in supporting deployment from stage and production.