Job Summary

The Track Lead for Support & Operations plays a crucial role in managing operational excellence within the organization. This position emphasizes continuous improvement and effective problem-solving, ensuring client satisfaction through adherence to service level agreements (SLAs). The Track Lead will empower teams through mentorship and transparent communication, driving innovation to enhance processes and deliver impactful business results.

The SailPoint L3 Engineer will be responsible for the stability, configuration, and continuous improvement of the Identity Governance and Administration (IGA) platform based on SailPoint IdentityIQ. The role involves advanced troubleshooting, application onboarding, workflow configuration, and ensuring reliable identity lifecycle and access governance processes across integrated enterprise applications. The engineer will also provide technical guidance to L1 and L2 support teams.

Key Responsibilities

1. Enhance Operational Systems By Utilizing Sailpoint Identitynow And Sailpoint Fam To Improve Management Reporting, Streamline Information Flow, And Optimize Business Processes.
2. Collaborate With Clients To Understand Requirements, Ensuring The Support Team Consistently Meets Client Expectations And Slas Through Effective Use Of Sailpoint Tools.
3. Lead And Mentor The Project Team By Fostering A Culture Of Transparent Communication, Utilizing Java Development Principles To Ensure Alignment With Project Goals.
4. Drive Innovation By Identifying And Implementing New Ideas For Process Development, Leveraging Sailpoint Capabilities To Facilitate Overall Organizational Progress.
5. Provide Tailored Solutions That Align With Customer Needs, Utilizing Sailpoint Identitynow And Fam To Achieve Business Results Within The Operational Framework.

• Provide advanced operational support for the SailPoint IdentityIQ platform and resolve complex incidents impacting identity provisioning, aggregation, and certification processes. 
• Monitor platform health, scheduled jobs, task execution, and connector status to ensure smooth operation of the IGA platform. 
• Troubleshoot provisioning failures, workflow errors, connector issues, and aggregation problems across integrated applications. 
• Support onboarding of new applications into SailPoint by working with application owners to gather integration requirements and entitlement structures. 
• Configure and maintain SailPoint workflows, provisioning policies, connectors, and access request configurations. 
• Perform configuration updates and enhancements in non-production environments and coordinate deployments through the change management process. 
• Support identity lifecycle management processes including joiner, mover, and leaver automation. 
• Investigate and resolve data inconsistencies between identity sources and connected applications. 
• Conduct root cause analysis for major incidents and implement long-term remediation actions. 
• Maintain platform performance through regular health checks, database maintenance coordination, and monitoring of task execution. 
• Support access certification campaigns and ensure proper functioning of governance processes. 
• Identify opportunities for operational improvements and automation of repetitive tasks. 
• Maintain technical documentation including integration details, operational procedures, and configuration changes. 
• Provide guidance and technical support to L1 and L2 engineers for incident resolution and operational tasks.

Skill Requirements

1. Proficient In Sailpoint Identitynow And Sailpoint Fam With A Strong Understanding Of Their Applications In Support And Operations Management.
2. Solid Knowledge Of Java Development And Its Integration With Identity Management Solutions.
3. Excellent Problem-Solving Skills And The Ability To Lead Teams Effectively.
4. Strong Communication Skills To Facilitate Transparent Interactions With Clients And Stakeholders.
 Knowledge of SailPoint workflows, rules, and task configuration. 
• Understanding of identity aggregation, correlation, and reconciliation concepts. 
• Familiarity with Active Directory and enterprise identity systems. 
• Experience supporting enterprise IAM environments with multiple integrated applications. Strong hands-on experience with SailPoint IdentityIQ platform administration and configuration. 
• Good understanding of identity lifecycle management, access governance, and provisioning. 
• Experience with application integrations using standard connectors such as LDAP, JDBC, or web services. 

Other Requirements

1. Optional But Valuable Certifications: Sailpoint Identitynow Certified Implementation Engineer, Sailpoint Fam Certification

Participate in incident, problem, and change management processes. 
• Work closely with security teams and application owners to maintain proper access governance. 
• Contribute to operational improvements and platform optimization initiatives.