The Sr. Administrator for Support & Operations plays a critical role in delivering advanced technical support and operational excellence. This position focuses on troubleshooting complex issues, conducting root cause analysis, and ensuring a superior customer experience. The role is pivotal in maintaining security standards and operational integrity while fostering knowledge sharing and team development.
The SailPoint L2 Engineer is responsible for supporting the day-to-day operations and stability of the SailPoint IdentityIQ platform. The role includes monitoring platform health, resolving incidents related to identity provisioning and access governance, supporting application integrations, and maintaining identity lifecycle processes. The engineer will work closely with application teams and senior IAM engineers to ensure reliable identity governance services across integrated systems.
Key Responsibilities
1.
Provide Advanced Technical Support For Sailpoint Identitynow And Sailpoint Fam By Performing Root Cause Analysis And Implementing Effective Solutions To Resolve Intricate Technical And Security Incidents.
2. Collaborate With Cross-Functional Teams To Address Escalated Incidents, Ensuring Timely Resolution Within Agreed Slas And Maintaining A High Standard Of Operational Security.
3. Enhance Team Capabilities By Conducting Training Sessions For New Analysts And Updating The Knowledge Base To Reflect Best Practices And Lessons Learned From Previous Incidents.
4. Monitor And Analyze Complex Support Tickets, Ensuring Effective Ticket Resolution Processes And Reducing The Number Of Reopened Cases To Improve Customer Satisfaction.
5. Drive Initiatives To Ensure A Positive Customer Experience By Achieving First Call Resolution Metrics And Proactively Identifying And Mitigating Potential Security Threats.
Monitor the SailPoint IdentityIQ platform to ensure smooth execution of scheduled tasks, aggregation jobs, provisioning w