Senior Associate

Job Position: 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. 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 Supervising daily scheduled tasks such as Account Aggregation, Group Aggregation and Identity Refresh Tasks 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 SLAs. Creating Active List, Updating Active List and using rules to populate an Active List Technical Analysis of the tickets that are raised. Allocate and manage work to L1 team members. 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. 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 postproduction fixes on configurations. Required Skills: Experience of more than 3+ years on Support Experience of more than 2+ years as L2 Engineer 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. Could be either a SailPoint development or Support engineer in the past Should be good on communication front Should have experience in handling email / chat/ phone / ticketing-based support