Sr. Support Engineer – SailPoint (L3)

Roles Responsibilities

Support Engineer (L3 Support) for SailPoint IdentityIQ.

The Engineer will be part of RNS’s IAM Team and will be deployed at the customer site to deal with SailPoint incident support, problem management, change management, platform configuration, performance improvement maintenance.

Location: Pune/ Egypt

Mode of work: Hybrid/Remote

Qualification

Bachelor's degree in Computer Science/Information Technology, or a related field.
6-8 years relevant experience in SailPoint support.
Experience in driving L3 Level troubleshooting of IAM Solution with SailPoint IIQ
Experience in handling change management with IIQ.
Should have experience working with large-scale IAM implementation with multiple stakeholders.
Product certification (Mandatory).

Job Description

Handle end-to-end IAM-managed support (as per SLA) e.g. Incident Management, problem management, change management, and knowledge management.
Coordinate and collaborate with customer Teams.
Drive complex SailPoint issues resolution and resolve the issues.




Drive RCA and handle the complete problem management process.
Act as the primary point of contact for all onsite IAM-related issues, queries and deployments.
Proactively facilitate face-to-face meetings with customers to understand their needs and provide timely solutions.
Do custom development, and product performance optimisation e.g. Application onboarding, workflow changes and SSO integration.
Responsible for Change management, raising CRs in Service Now/JIRA etc.
Understand IAM solution design and configuration. Transition services post-deployment and operationalizing IAM solutions.
Should be able to extend configuration for Role-Based Access Control (RBAC) and Segregation of Duties (SoDs).
Initiate, configure, execute, and support SailPoint Access reviews and should be able to drive the access review campaign.
Generate regular reports on IAM system performance, issues, and resolutions for custom

📌 Sr. Support Engineer (Pune)
🏢 RNS Technology Services
📍 Pune