Senior Associate

This is a fully remote position, open to applicants in India.

📋 Description

• Addressing tickets assigned to the Support team from L1/help desk, Email, and Teams Channel while delivering prompt solutions to end-users.

• Monitoring and analyzing logs for errors while debugging and troubleshooting issues related to SailPoint IdentityIQ/IAM tools.

• Ensuring the continuous operation of all IAM services and proactively overseeing SailPoint IIQ services/IAM Services.

• Engaging in the factory model to facilitate the onboarding of identified applications into the IAM platform.

• Overseeing daily scheduled tasks, including Account Aggregation, Group Aggregation, and Identity Refresh Tasks.

• Providing documentation, technical specifications, and Standard Operating Procedures for the entire Support team.

• Ensuring that all tickets/incidents are resolved within established SLAs.

• Creating and updating Active Lists while applying rules to populate these lists.

• Conducting technical analysis of the submitted tickets.

• Allocating and managing tasks for L1 team members.

• Offering estimates for ticket resolution timelines.

• Coordinating with L3 for code modifications.

• Receiving knowledge transfer on custom features from the implementation team and associated documentation.

• Testing and validating fixes on UAT.

• Responsible for resolving configuration-related issues.

• Collaborating with customer technical/functional teams to validate fixes on UAT.

• Deploying the code to production following confirmation.

• Maintaining versioning and tagging for post-production configuration fixes.

⛳️ Requirements

• Over 3 years of experience in support roles.

• More than 2 years of experience as an L2 Engineer providing support.

• A minimum of 2 years of customer-facing experience.

• Proven experience in SailPoint/IAM implementation and support activities.

• Experience managing SLA-based support teams with 24X5 or 24X7 coverage.

• Full ownership of Infrastructure and SailPoint/IAM application support activities.

• Experience working with customers on-site will be a significant advantage.

• Hands-on experience with SailPoint/IAM in both configurations/administration and code analysis.

• Previous experience as either a SailPoint development or support engineer is preferred.

• Strong communication skills are essential.

• Experience in managing email, chat, phone, and ticketing-based support is required.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• A collaborative work environment with a focus on innovation.

• Comprehensive health and wellness benefits.

• Flexible working hours and remote working options.