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.