Job Summary

The Sr. Administrator for Support & Operations plays a critical role in delivering advanced technical support and operational excellence. This position focuses on troubleshooting complex issues, conducting root cause analysis, and ensuring a superior customer experience. The role is pivotal in maintaining security standards and operational integrity while fostering knowledge sharing and team development.

Key Responsibilities

1. Provide Advanced Technical Support For Sailpoint Identitynow And Sailpoint Fam By Performing Root Cause Analysis And Implementing Effective Solutions To Resolve Intricate Technical And Security Incidents.
2. Collaborate With Cross-Functional Teams To Address Escalated Incidents, Ensuring Timely Resolution Within Agreed Slas And Maintaining A High Standard Of Operational Security.
3. Enhance Team Capabilities By Conducting Training Sessions For New Analysts And Updating The Knowledge Base To Reflect Best Practices And Lessons Learned From Previous Incidents.
4. Monitor And Analyze Complex Support Tickets, Ensuring Efficient Ticket Resolution Processes And Reducing The Number Of Reopened Cases To Improve Customer Satisfaction.
5. Drive Initiatives To Ensure A Positive Customer Experience By Achieving First Call Resolution Metrics And Proactively Identifying And Mitigating Potential Security Threats.

Skill Requirements

1. Proficient In Sailpoint Identitynow And Sailpoint Fam With A Solid Understanding Of Identity Governance And Administration.
2. Strong Analytical Skills With The Ability To Perform Root Cause Analysis And Implement Strategic Solutions For Complex Technical Issues.
3. Experienced In Java Development For Enhancing Integrations And Customizations Related To Identity Management.
4. Familiarity With Support Ticketing Systems And Incident Management Processes.

Other Requirements

1. Optional But Valuable: Sailpoint Identitynow Certification.
2. Optional But Valuable: Itil Foundation Certification.

Skill Requirement : Hands-on experience with SailPoint (IIQ / IdentityNow basics) Understanding of IAM concepts (RBAC, access provisioning, certifications, lifecycle management) Knowledge of directory services (Active Directory / Azure AD) Familiarity with SailPoint connectors, workflows, and provisioning concepts Basic experience in scripting (PowerShell / Java / Beanshell) Understanding of integration technologies (APIs, LDAP) Strong troubleshooting and L2 support skills