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SailPoint Product Support Engineer
2 months ago
We are seeking a skilled and proactive SailPoint IIQ Production Support Engineer to join our team. In this role, you will be responsible for the day-to-day operations, maintenance, and troubleshooting of SailPoint IdentityIQ (IIQ) environments. You will work closely with IT operations, security, and engineering teams to ensure the smooth functioning of the identity governance platform, supporting user provisioning, access management, and compliance processes. The ideal candidate will have experience in identity and access management (IAM), strong troubleshooting skills, and a deep understanding of SailPoint IIQ operations.
Key Responsibilities:
- Production Support:
- Provide day-to-day operational support for SailPoint IIQ, including incident and problem management.
- Troubleshoot and resolve issues related to identity lifecycle management, access provisioning, and de-provisioning.
- Monitor system performance, logs, and job queues to ensure the timely execution of identity tasks (e.g., provisioning, aggregation, certification).
- Handle support tickets related to user access, identity sync issues, role assignments, and provisioning errors.
- Assist in the identification and resolution of performance bottlenecks or other system inefficiencies
- Ensure that identity and entitlement data within SailPoint IIQ are accurate and up to date. Address data reconciliation issues with connected systems (e.g., Active Directory, HR systems, applications)
- Hands-on experience with identity provisioning/de-provisioning, access certifications, and role-based access control (RBAC)
- Maintenance and Monitoring:
- Monitor SailPoint IIQ connectors and workflows for errors, failures, and performance degradation.
- Perform regular health checks and audits of the IIQ environment, addressing any potential risks or issues.
- Ensure all background jobs, tasks, and synchronization processes are running efficiently and without disruption.
- Collaborate with infrastructure and database teams for system patching, upgrades, and backups.
Issue Diagnosis & Resolution:
Investigate issues related to identity provisioning, de-provisioning, access certifications, and workflows. Perform root cause analysis and implement corrective actions to prevent recurrence.
- Troubleshooting and Problem Resolution:
- Analyze and resolve SailPoint-related production issues, including user access issues, workflow errors, and provisioning/de-provisioning failures.
- Work with end-users and cross-functional teams to troubleshoot access or account issues, such as role assignments or incorrect identity attributes.
- Identify root causes of failures and implement corrective actions to prevent recurrence.
- Enhancements and System Improvements:
- Identify opportunities for process automation and system enhancements within SailPoint IIQ.
- Work with developers and business analysts to apply patches, configuration changes, and code updates to the system.
- Assist with the configuration of new integrations and connectors, ensuring seamless operations.
- Compliance and Auditing:
- Assist in conducting regular audits of user access and roles, ensuring compliance with security and regulatory policies.
- Ensure that all identity and access management activities are logged and appropriately documented for auditing and reporting purposes.
- Support identity governance processes such as certification campaigns, and help resolve certification issues.
Required Skills and Qualifications:
- Technical Expertise:
- Hands-on experience with SailPoint IdentityIQ (IIQ) in an operational or support role.
- Strong knowledge of Identity and Access Management (IAM) concepts, including user provisioning, role-based access control, and identity lifecycle management.
- Experience with SailPoint IIQ workflows, provisioning rules, connectors, and aggregation tasks.
- Familiarity with application onboarding, connector troubleshooting, and identity provisioning across various target systems (e.g., Active Directory, databases, cloud platforms).
- Understanding of Java, Beanshell scripting, and REST APIs as they relate to SailPoint IIQ configuration and customizations.
- Problem-Solving Skills:
- Strong troubleshooting and diagnostic skills in resolving SailPoint IIQ production issues.
- Ability to analyze logs, identify patterns, and resolve system performance issues.
- Knowledge of SailPoint IIQ’s architecture and components, including roles, policies, certifications, and entitlements.
- System Administration and Monitoring:
- Experience with system monitoring tools and techniques for SailPoint IIQ environments.
- Knowledge of SQL and database management systems (e.g., Oracle, SQL Server) for querying logs and performing health checks.
- Collaboration:
- Ability to work collaboratively in a team environment, communicating effectively with technical and non-technical stakeholders.
- Experience working in ITIL or other structured support environments, including incident, change, and problem management.
- Compliance & Governance:
- Familiarity with audit, compliance, and security requirements related to IAM.
This role is ideal for someone who thrives in a fast-paced environment, is skilled in handling IAM production systems, and is eager to improve system efficiency while supporting business operations.
