L2 SailPoint Support

Job Description

• Provide Level 2 support for the SailPoint platform and its integrations.
• Investigate, troubleshoot, and resolve SailPoint-related issues and access management requests within agreed SLAs.
• Monitor SailPoint jobs, workflows, connectors, and overall platform health to ensure service availability and stability.
• Perform root cause analysis for recurring incidents and implement corrective and preventive actions.
• Participate in system upgrades, patch deployments, release activities, and post-implementation support.
• Ensure compliance with security policies, operational standards, and governance requirements.
• Prepare and support audit, compliance, and regulatory reporting requirements.
• Coordinate with business users, vendors, and technical teams to ensure timely resolution of issues and escalation items.
• Communicate incidents, business impacts, risks, workarounds, and resolution status to relevant stakeholders.
• Provide high-quality technical and functional support while maintaining strong stakeholder relationships and customer service standards.
• Maintain operational documentation, SOPs, knowledge repositories, and support procedures.
• Identify opportunities for process improvement, automation, and service optimization.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related discipline.
• Minimum 3 to 5 years of experience supporting SailPoint Identity and Access Management (IAM) platforms, including user access management, provisioning, and access governance activities.
• Knowledge of identity lifecycle management, provisioning, deprovisioning, access certifications, and role management.
• Strong analytical, troubleshooting, and problem-solving skills.
• Experience in application support within the Corporate Banking or Financial Services industry.
• Good understanding of security and compliance requirements related to access governance.
• Strong stakeholder management and vendor coordination skills.
• Ability to work in a fast-paced support environment with SLA commitments.

Preferred Skills and Experience:

• Hands-on experience supporting SailPoint connectors and integrations.
• Experience with application onboarding, account aggregation, and identity synchronization processes.
• Experience supporting audits and compliance reviews.
• SailPoint certification is an advantage.