Sailpoint Technical Support Lead Engineer

2 weeks ago

Quincy, Massachusetts, United States State Street Corporation Full time
About the Role

We are seeking a highly skilled Sailpoint Technical Support Lead Engineer to join our Global Cybersecurity (GCS) Identity and Access Management (IAM) Department. As a key member of our team, you will be responsible for leading the operational technical support team for Sailpoint and providing subject matter technical domain expertise in addressing complex production issues.

Key Responsibilities
  • Manage and mentor team members, providing training as required.
  • Lead ongoing operational technical support for Sailpoint.
  • Provide subject matter technical domain expertise in addressing complex production issues.
  • Work with business product owners and delivery managers to troubleshoot and drive solutions to operational issues.
  • Support internal and external audit reviews and collaborate with delivery and operational leads to provide timely information.
  • Engage with external software vendor partners to ensure key issues are resolved in a timely manner and SLAs are consistently adhered to.
  • Collaborate with teams in different time zones to continuously improve operation efficiency by automation and build effective support knowledge base.
  • Serve as an escalation point for IAM application support and troubleshooting, providing guidance and direction in resolution of escalated issues and/or complex production, application or system problems.
  • Improve existing processes through solutions to recurring problems and enhancements to existing solutions or documentation.
  • Own Root Cause Analysis and Problem Management for IAM issues.
Requirements
  • Master's or Bachelor's Degree in Computer Science or engineering.
  • 7 to 10 years of experience in Sailpoint IdentityIQ support, architecture, design, development, configuration, testing, and integration.
  • Excellent analytical and interpersonal skills.
  • Excellent verbal, written communication and presentation skills.
  • Very strong practical experience in implementing large mature incident and change management processes.
  • Team player, ethical, self-driven and self-motivated, goal and results oriented.
  • Experience in building, managing diverse geographically located teams and championing customer satisfaction.
  • Experience in support or implementation of IAM products.
  • Experience in implementing SDLC engagements projects, including requirements gathering, analysis, design, development, testing, deployment and application support.
Preferred Experience
  • Experience with vendor software such as ServiceNow, Workday, and Azure/AWS Cloud.
  • Experience with State Street PaaS, IaaS+ Private Cloud Framework.
  • Experience in any other IDM suite (OIM, IBM, Sun, CA, Novell) is an added advantage.
  • Experience in LDAP, PKI, and SSL technologies would be an advantage.
About State Street

State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation, we're making our mark on the financial services industry. For more than two centuries, we've been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.

We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary in locations, but you may expect generous medical care, insurance and savings plans among other perks. You'll have access to flexible work programs to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.

We truly believe our employees' diverse backgrounds, experiences and perspectives are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients.

We warmly welcome candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader.

You will have tools to help balance your professional and personal life, paid volunteer days, matching gift program and access to employee networks that help you stay connected to what matters to you.

State Street is an equal opportunity and affirmative action employer.

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