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Job Description DL2 Support Engineer (Sail Point)

Position: DL2 Support Engineer Sail Point IAM
Experience: 3 6 Years
Skill: Sail Point Identity and Access Management (IAM)
Support Level: L2 Production Support

Job Overview

We are looking for an experienced DL2 Support Engineer with hands-on experience in Sail Point Identity and Access Management (IAM) solutions. The candidate will be responsible for providing L2 production support, troubleshooting IAM-related issues, managing user access, resolving incidents, and ensuring smooth functioning of Sail Point applications and integrations.

Key Responsibilities

1. Provide L2 support for Sail Point IdentityIQ (IIQ) or Identity Now (ISC) environments.
2. Troubleshoot and resolve incidents related to user provisioning, de-provisioning, access requests and access certifications.
3. Handle user access management, role management and entitlement-related issues.
4. Investigate failed workflows, provisioning tasks, aggregation jobs and identity refresh activities.
5. Support application onboarding and integration with Sail Point.
6. Troubleshoot connectivity and integration issues with Active Directory, LDAP, databases and other enterprise applications.
7. Monitor scheduled jobs, tasks, workflows and system performance.
8. Analyse logs and perform root-cause analysis for recurring incidents.
9. Work on incident, problem and change management processes in accordance with SLA requirements.
10. Coordinate with L3,



development and infrastructure teams for complex issues and permanent fixes.
11. Maintain technical documentation, troubleshooting guides and knowledge base articles.
12. Support periodic access reviews and compliance-related activities.

Technical Skills Required

- Hands-on experience in Sail Point IdentityIQ (IIQ) or Identity Now (ISC).
- Good understanding of Identity and Access Management (IAM) concepts.
- Knowledge of user provisioning and de-provisioning.
- Experience with access requests, access certifications and approval workflows.
- Knowledge of Active Directory, LDAP and enterprise application integrations.
- Basic knowledge of Java, Bean Shell, XML, JSON and REST APIs.
- Understanding of SQL queries and database troubleshooting.
- Experience in Service Now or any ITSM ticketing tool.
- Knowledge of incident management, SLA management and production support.

Desired Skills

- Robust analytical and troubleshooting capabilities.
- Experience working in 24x7 production support environments.
- Good communication and stakeholder management skills.
- Ability to work independently and coordinate with L3 teams.
- Understanding of ITIL processes.

Education

Bachelor's degree in Computer Science, Information Technology or a related discipline.

Experience Requirement

3 6 years of overall IT experience, with at least 2 3 years of relevant Sail Point IAM support experience.

Key Performance Indicators (KPIs)

- Incident resolution within defined SLA.
- Reduction in recurring incidents.
- Timely resolution of provisioning and access-related issues.
- Compliance with operational and security procedures.

📌 Support Engineer (SailPoint) (India)
🏢 Sparix Global
📍 India