Support Lead Identity SailPoint L3

SupportLead –Identity:SailPoint(L3)
Roles Responsibilities
SupportEngineer(L3-SupportLead)forSailPointIdentityIQ.
TheL3andLeadwillbepartofRNSsoverallIAM-managedservicesTeamdeployedat the customer site to deal with SailPoint incident support, problem management, change management, platform configuration, performance improvement maintenance. He willbe the single point of contact betweenthe customerand the internalteam.
Location:Noida,India
Mode of work:Workfromtheoffice(Daily)
Qualification

• BachelorsdegreeinComputerScience/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
BachelorsdegreeinComputerScience/InformationTechnology,or a related field.