Support Lead – Identity SailPoint L3

Roles Responsibilities

Location:

Mode of work:

Qualification

• Bachelor'sdegreeinComputerScience/InformationTechnology,orarelatedfield.
• 5-8yearsofrelevantexperienceinSailPointsupport.
• ExperienceindrivingL3LeveltroubleshootingofIAMSolutionwithSailPointIIQ
• ExperienceinhandlingchangemanagementwithIIQ.
• MSP (Managed Services Provider) experiencesupporting multiple customers’ infrastructure.
• Should have experience working with large-scale IAM implementation with multiple stakeholders.
• Productcertification(preferred).
  

JobDescription

• Handle end-to-end IAM-managed support (as per SLA), e.g., Incident Management, problem management, change management, and knowledgemanagement.
• ResponsibleformanagingtheteamcomprisingL1,L2,andotherL3teammembers.
• CoordinateandcollaboratewithcustomerTeams.
• DrivecomplexSailPointissuesandresolvethemtoclosure.
• Drive RCAandhandlethecompleteproblemmanagementprocess.
• Act as the primary point ofcontact for all onsite IAM-related issues, queries and deployments.
• Proactively facilitate face-to-face meetings with customers to understand their needs and provide timely solutions.
• Docustomdevelopment,andproductperformanceoptimisatione.g.Application onboarding, workflow changes and SSO integration.
• ResponsibleforChangemanagement,raisingCRsinServiceNow/JIRAetc.
• Understand IAM solution design and configuration. Transition services post- deployment and operationalizing IAM solutions.
• Should beabletoextendconfiguration for Role-BasedAccessControl(RBAC)and Segregation of Duties (SoDs).
• Initiate,configure, execute,and support SailPoint Accessreviewsand should be able to drive the access review campaign.
• Generate regular reports on IAM system performance, issues, and resolutions for customer review. Should be able to generate incident reports to be shared with customers.
• Executeminorandmajorsystemupgradesandpatchesrelatedtotheproduct.
• Own the environment and handle regular maintenance activities (DR drills, log rotation, health checks).
• Shouldbeabletodevelopadvancedscripts,rules,andworkflows.Knowledgeof REST APIs and debugging tools.
• GoodunderstandingofJavaandBeanShellCoding.AbilitytowritecomplexSQL queries. Knowledge of Active Directory/LDAP and databases.
• Familiarwithcoderepositories(Git).
• Knowledge of Windows and Linux environments. Capable of installing, configuring, and providing support of SailPoint on Windows and Linux environments.
• Shouldbecapableofdoingautomationscripts.
• Shouldbeabletotakereleasefromdevelopmenttotestandcandeployinto production.
  

Required Skills

• IdentityIQSupportexperiencewithForgeRockasasecondaryskills.
• Strongcommunication,presentationandcollaborationskills.
• DirectCustomerhandlingexperience(Onsite)
• Problem-SolvingAttitude
• Strong L3 Level Knowledge with exposure to coding of Either ForgeRock AM or SailPoint IdentityIQ or both
• StrongknowledgeofSupportProcessesandProcedures
  

Qualifications