Sailpoint L3 Professional

JD for L3 SailPoint -

Escalated Incident Management

• Acknowledge, analyse, and resolve escalated incidents and service requests from the Level 2 support team within defined SLAs.
• Troubleshoot and resolve complex system issues , including failures in provisioning, authentication, policy enforcement, and identity lifecycle management.
• Perform Root Cause Analysis (RCA) for P1 (Critical) incidents , identifying underlying problems related to:
• Process Failures Workflow disruptions, approval routing errors, or configuration mismatches.
• Code Issues Defective scripts, broken business logic, or integration failures.
• Implement permanent fixes and preventive measures to avoid recurrence of incidents.

Bug Fixes and Issue Resolution

• Conduct in-depth analysis to diagnose defects, security vulnerabilities, and configuration inconsistencies within the IGA platform .
• Develop and apply bug fixes , ensuring thorough validation and impact assessment before deployment.
• Provide remediation support for erroneous provisioning, policy enforcement issues, and data integrity concerns.
• Troubleshoot connector-related issues , ensuring seamless integration with target systems (e.g., Active Directory, SAP, Workday, and cloud-based applications).
• Validate fixes in pre-production environments before deploying to production.

Patch, Upgrade, and Release Management

• Support and validate version upgrades and patch deployments of SailPoint IdentityIQ , ensuring compatibility with existing configurations and customizations.
• Analyze, plan, and coordinate patch adoption strategies , advising Costco management on whether to accept, defer, or modify upcoming software patches/releases.
• Collaborate with the product vendor (SailPoint) to resolve defects and obtain necessary guidance/documentation for smooth integration.
• Perform comprehensive testing of patches, security updates, and new releases in staging environments before production rollout.
• Ensure seamless deployment through established change management and release management processes to minimize downtime and business disruption.
• Adhere to standard Costco change management requirements by utilizing the proper processes for a RFC
• Conduct post-deployment validation to confirm successful implementation and address any post-upgrade anomalies.

Compliance and Audit Support

• Assist in SOX (Sarbanes-Oxley) compliance controls testing , ensuring identity governance policies and audit logs meet regulatory standards.
• Support annual internal and external audits by providing necessary system logs, access reviews, and control documentation.
• Ensure the IGA platform maintains compliance with regulatory frameworks such as GDPR, HIPAA, and ISO 27001 .
• Implement security patches and configuration changes to mitigate risks identified in audit findings .
• Provide detailed audit trails and documentation for all significant system changes, access modifications, and remediation actions.

Platform Monitoring and Continuous Improvement

• Proactively monitor IGA platform performance , identifying potential bottlenecks, security threats, and operational inefficiencies.
• Provide continuous recommendations for system optimization, including patching strategies, performance tuning, and new feature adoption .
• Ensure adherence to best practices in deployment, release management, and system maintenance .
• Conduct knowledge-sharing sessions with Level 1 and Level 2 support teams to improve troubleshooting efficiency and incident resolution times.
• Maintain detailed documentation of system configurations, troubleshooting guides, and operational workflows.
• Apart from the responsibilities listed above, this team will be able to assist with development / engineering related tasks based on available capacity and as prioritized by the Costco IAM team. The responsibilities listed above will be prioritized above any engineering tasks if prioritization is not provided by the Costco IAM team.