Support Lead - Sailpoint

2 months ago
Asia & Pacific
Full Time

Job Code:

  • BSSLS-1043

No. of Positions:

  • 2

Job Role:

  • Support Lead

Job description:

  • Resolving the tickets routed to the Support team from L1/help desk / Email/ Teams Channel and providing timely solution to the end-users
  • Monitoring/analyzing the logs for any errors and Debug and troubleshoot of any issues related to SailPoint IdentityIQ/IAM tools
  • Performing RCA for major incidents and escalating major incidents to the Incident and/or Problem Manager, wherever required
  • Ensuring all the IAM services are up and running and proactively monitoring SailPoint IIQ services / IAM Services
  • Participating in running the factory model to onboard identified applications into the IAM platform
  • Suggesting recommendations for continuous improvement based on day-to-day service delivery
  • Supervising daily scheduled tasks such as Account Aggregation, Group Aggregation and Identity Refresh Tasks
  • Troubleshooting hardware and software errors by running diagnostics, documenting problems & resolutions, prioritizing problems, and assessing impact of issue
  • Providing documentation and technical specifications and Standard Operating Procedures for the Support team as a whole
  • Ensure that all the tickets/incidents are resolved within committed SLA’s
  • Creating Active List, Updating Active List and using rules to populate an Active List
  • Monitoring the multiple network and security devices to ensure appropriate system administrative actions, investigate and report on noted irregularities
  • Technical Analysis of the tickets that are raised
  • Allocate and manage work to L2 and L3 team members
  • Ensure L1 and L2 coverage for 24X7
  • Provide estimates for the ticket resolution
  • Co-ordinate with L3 for code fixes
  • Get KT on the custom features from the implementation team and related documents
  • Test and validate the fixes on UAT along with L2
  • Responsible for configuration related fixes
  • Work with Customer technical / functional teams to get the fixes validated on UAT
  • Move the code to production after confirmation
  • Maintain versioning and tagging for post production fixes on configurations

Required Skills:

  • Experience of more than 5+ years on Support Experience of more than 2+ years as Lead for support
  • Should have had customer facing experience for more than 2+ years
  • Must be experienced on the SailPoint/IAM implementation and support activities
  • Should have handled SLA based support teams with 24X5 or 24X7 coverage
  • Must have owned the Infrastructure and SailPoint/IAM application support activities completely
  • Experience of working with Customer on site/ on location will be a great advantage.
  • Should be hands on the SailPoint/IAM both on the configurations / administration and code analysis.


Years of Exp:

  • 4 - 6 Years

Employment Type:

  • Permanent

Shift Timings:

  • Shift based support for timezone coverage.

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Bridgesoft is a leading provider of technology, consulting, and information security management solutions. Bridgesoft's products and services cover a range of areas from physical and logical access and identity management to security risks and threats.
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