Senior Systems Engineer - Sailpoint Support

The Position

Join our Identity and Authentication Management Operations (IAM Ops) team as Senior Systems Engineer where your expertise and technological skills will shine in a team-oriented environment.

As an IAM Ops engineer, you will be responsible for providing operational support for our Sailpoint IdentityIQ platform.

You will also require collaboration with the global team, cross-functional teams and managed service team to ensure timely resolution of incidents and service requests.

Duties & Responsibilities:

You will:

• Provide support for Sailpoint IdentityIQ, including troubleshooting, service requests, incident resolution and problem management
• Ensure that all the tickets/incidents are resolved within committed SLA's
• Ensure positive user-experience through clear communication and timely support
• Continuously identifying opportunities for process improvement and tasks automation.
• Maintain documentation of support processes, knowledge articles, and operational procedures.
• Maintain dashboard reporting on performance, access reviews, and compliance activities etc
• Collaborate closely with managed service team and other stakeholders on a day-to-day basis to ensure operational excellence for our service.

Requirements:

• You have 2+ years of hands-on experience with Sailpoint IdentityIQ.
• Certification in Identity Security Engineer has added advantage
• You have understanding of Lifecycle events workflow (Joiner, Mover, Leaver and Rehire etc)
• You have knowledge of directory services (Active Directory, EntraID and LDAP)
• You have knowledge of database administration (SQL and MSSQL)
• You have experience with technologies such as Java, JavaScript, XML
• You have knowledge of ITIL processes (incident, problem, change management)
• You have a strong analytical and problem-solving skills
• You have a strong communication skills and experience in supporting and collaborating with an international user community

Special conditions:

• These positions will work in shifts morning and afternoon, exact time range to be defined.
• On call weekends is required 6-10 times per year