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