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.

 
The SailPoint L2 Engineer is responsible for supporting the day-to-day operations and stability of the SailPoint IdentityIQ platform. The role includes monitoring platform health, resolving incidents related to identity provisioning and access governance, supporting application integrations, and maintaining identity lifecycle processes. The engineer will work closely with application teams and senior IAM engineers to ensure reliable identity governance services across integrated systems.

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.

 
• Monitor the SailPoint IdentityIQ platform to ensure smooth execution of scheduled tasks, aggregation jobs, provisioning workflows, and connector operations. 
• Respond to incidents and service requests related to identity provisioning, access requests, certification activities, and account lifecycle events. 
• Investigate and resolve provisioning failures, workflow issues, connector synchronization errors, and access request problems. 
• Monitor identity aggregation processes and ensure identity and entitlement data from connected systems is properly synchronized with the platform. 
• Support identity lifecycle management processes including joiner, mover, and leaver scenarios. 
• Assist users and application teams in resolving issues related to access requests, role assignments, and certification campaigns. 
• Support onboarding of applications into SailPoint by assisting with integration configuration, entitlement validation, and testing activities. 
• Perform configuration updates in non-production environments and assist with deployment of approved changes into production environments through established change management procedures. 
• Coordinate with application owners to resolve identity data discrepancies, entitlement mapping issues, and provisioning errors. 
• Monitor certification campaigns and provide operational support to ensure successful completion of governance activities. 
• Maintain operational documentation including runbooks, troubleshooting procedures, and integration details. 
• Identify recurring operational issues and propose improvements or automation opportunities to improve platform efficiency. 
• Participate in incident management, problem management, and change management processes related to the SailPoint platform. 
• Escalate complex platform issues or integration challenges to senior IAM engineers when deeper technical investigation is required.

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.
• Hands-on experience supporting SailPoint IdentityIQ in an enterprise IAM environment. 
• Good understanding of identity lifecycle management, access governance, and provisioning processes. 
• Familiarity with SailPoint connectors, aggregation processes, and access request workflows. 
• Understanding of identity correlation, entitlement management, and certification processes. 
• Basic knowledge of Active Directory or enterprise identity directories. 
• Experience working with incident, change, and problem management processes in an operational support environment. 

Other Requirements

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

Ensure operational incidents and service requests are handled within defined service levels. 
• Work collaboratively with application teams and IAM engineers to maintain stable identity governance services. 
• Contribute to continuous improvements in platform operations and service delivery.