The Role
Provides L3 production support and technical escalation for SailPoint IAM environments. Responsibilities include troubleshooting incidents, performing root-cause analysis, designing workflows and rules, onboarding applications, managing changes, monitoring platform health, coordinating vendor escalations, mentoring engineers, improving automation and documentation, and supporting major incidents and on-call operations.
Summary Generated by Built In
This is a remote position.
Job title : SailPoint IAM Operations Senior Associate L3
Job Summary : A career in our Cyber Managed Services will provide you the opportunity to solve our clients most critical business and data protection-related challenges. You will be part of a growing team driving strategic programs, data analytics, innovation, deals, cyber resiliency, response, and technical implementation activities. You will have access to not only the top Cybersecurity, Privacy, and Forensics professionals, but to our clients and industry analysts across the globe.
Share and collaborate effectively with others, creating a positive team spirit.
Identify and make suggestions for improvements when problems and/or opportunities arise.
Validate data and analysis for accuracy and relevance.
Follow risk management and compliance procedures.
Keep up to date with developments in my area of specialty
Communicate confidently in a clear, concise and articulate manner - verbally and in written form.
Seek opportunities to learn about the wider economy alongside the business models/corporate governance and/or regulatory environment of our clients.
Uphold the firm's code of ethics and business conduct.
Certification(s) Preferred: SailPoint Identity Now and/or SailPoint Identity IQ(Preferred)
Preferred Knowledge/Skills: Relevant experience in end-to-end L3 production support/Engineering for SailPoint Identity IQ and/or Identity Security Cloud (Identity Now), including lifecycle management, certifications, application onboarding, connectors, workflows, rules, APIs, and platform administration.
Demonstrates knowledge, leadership, and/or a proven record of success in the following areas:
• Deep hands-on experience supporting SailPoint Identity IQ and/or Identity Security Cloud in complex enterprise environments.
• Expertise in identity lifecycle, access requests, certifications, roles, policies, provisioning, aggregation, reconciliation, and application onboarding.
• Ability to diagnose and resolve complex connector, aggregation, provisioning, workflow, rule, certification, task, API, and data-quality failures.
• Strong experience with SailPoint rules, workflows, transforms, REST APIs, Java/Bean Shell, XML/JSON, SQL, and connector frameworks.
• Own Severity 1 and Severity 2 incidents, lead technical bridges, perform root-cause analysis, define corrective and preventive actions, and drive problems to closure.
• Review complex changes, deployment plans, rollback plans, and production readiness; support release and change governance.
• Lead vendor escalations with complete evidence, logs, traces, reproducible steps, and business impact.
• Mentor L1/L2 engineers, review troubleshooting quality, improve knowledge articles and runbooks, and reduce repeat incidents.
• Monitor platform health, scheduled tasks, queues, connectors, virtual appliances, integrations, and SLA trends; identify proactive remediation and automation opportunities.
• Support onboarding of authoritative sources and target applications, including schema, correlation, provisioning policies, entitlement aggregation, and validation.
Responsibilities:
• Act as the technical escalation point for complex SailPoint incidents, service requests, defects, and production changes.
• Lead end-to-end troubleshooting across SailPoint, source systems, target applications, databases, APIs, virtual appliances, and network dependencies.
• Perform detailed RCA for recurring or high-impact incidents and track corrective and preventive actions through completion.
• Design and implement advanced rules, workflows, transforms, certifications, roles, policies, connectors, tasks, reports, and API integrations.
• Manage application onboarding and change activities, including technical assessment, configuration, testing, deployment, rollback, and hypercare.
• Review L2 solutions and changes, provide technical guidance, and ensure adherence to security, audit, and operational standards.
• Coordinate with clients, application owners, infrastructure teams, and SailPoint support to restore service and resolve product defects.
• Drive automation, monitoring, knowledge management, and service-improvement initiatives to improve stability and SLA performance.
• Prepare and maintain architecture notes, support runbooks, operational procedures, known-error records, and audit evidence.
• Participate in on-call support and major incident management as required.
Tools Knowledge: SailPoint Identity IQ, SailPoint Identity Security Cloud / Identity Now, Active Directory, REST APIs, Postman, Java, Bean Shell, XML/JSON, SQL, MSSQL/Oracle, PowerShell, Git, ServiceNow, Jira, Putty, WinSCP.
Skills Required
- Deep hands-on experience supporting SailPoint IdentityIQ and/or Identity Security Cloud in complex enterprise environments
- Experience with identity lifecycle management, access requests, certifications, roles, policies, provisioning, aggregation, reconciliation, and application onboarding
- Experience diagnosing connector, aggregation, provisioning, workflow, rule, certification, task, API, and data-quality failures
- Experience with SailPoint rules, workflows, transforms, REST APIs, Java or Bean Shell, XML or JSON, SQL, and connector frameworks
- Experience owning Severity 1 and Severity 2 incidents, leading technical bridges, and performing root-cause analysis
- Experience reviewing changes, deployment plans, rollback plans, production readiness, and release governance
- Experience with application onboarding, including schema, correlation, provisioning policies, entitlement aggregation, and validation
- Experience mentoring L1 and L2 engineers and improving runbooks and knowledge articles
- SailPoint IdentityNow and/or SailPoint IdentityIQ certification
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
Elfonze Technologies is a Bengaluru-based technology and engineering services company that helps organizations modernize enterprise operations. Its offerings include Oracle ERP and enterprise applications, cloud and DevOps services, digital transformation, product engineering, connected supply-chain solutions, AI platforms, cybersecurity, staff augmentation, and managed solutions. The company serves global clients through IT consulting, technology delivery, and specialized supply-chain expertise, emphasizing innovation, operational excellence, and business-process improvement.
