Imprivata L3 Engineer

Role : Imprivata L3 Engineer

Location : - REMOTE IN USA

Imprivata L3 Engineer

Role Summary

The Imprivata L3 Support Engineer is responsible for providing expert-level support and maintenance of Imprivata solutions, including OneSign and Confirm ID. This role ensures seamless authentication services, manages escalated incidents, and coordinates with vendors and internal teams to maintain high service availability and performance.

Key Responsibilities

SSO & Authentication Management : Handle Single Sign-On (SSO) configurations and resolve authentication-related issues across integrated systems.

Incident Resolution : Lead troubleshooting efforts for escalated issues, including break-fix resolutions and service restoration.

Root Cause Analysis : Conduct detailed RCA for recurring or critical incidents and maintain comprehensive documentation of findings and resolution artifacts.

Vendor Coordination : Liaise with Imprivata product vendors to resolve product-related issues and restore failed services.

Profile & Upgrade Management : Maintain and manage existing user profiles in production; support N-2 client and server upgrades to ensure compatibility and performance.

Script & Screensaver Management : Administer login scripts and screensaver policies to align with organizational security and usability standards.

System Monitoring : Monitor system health, performance, and logs to proactively identify and address potential issues.

Documentation & Knowledge Sharing : Maintain detailed documentation and provide guidance to L1 / L2 teams for knowledge transfer and process improvement.

Managed Services Support : Provide 16x5 support coverage as part of managed services operations.

On-Call Support : Be available for P1 and P2 incident resolution during non-business hours as part of the on-call rotation.

Required Skills & Qualifications

Bachelor's degree in Computer Science, Information Technology, or related field.

8+ years of experience in IT support, with at least 4 years in Imprivata L3 or equivalent role.

Strong understanding of identity and access management (IAM) principles.

Hands-on experience with Imprivata OneSign, Confirm ID, and Virtual Desktop Infrastructure (VDI).

Proficiency in Windows Server, Active Directory, Group Policy, and Citrix / VMware environments.

Excellent troubleshooting and analytical skills.

Strong communication and documentation abilities.

Preferred Certifications

Imprivata Certified Engineer (ICE)

Microsoft Certified : Windows Server or Azure Administrator

ITIL Foundation