Support Lead - Sailpoint

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.