L3 - Support Consultant + Op Manager

Overview:

TekWissen is a global workforce management provider throughout India and many other countries in the world. The below job opportunity is one of our clients which has been a one-stop solution for professional digital services.

Position: L3 - Support Consultant + Op Manager

Location: Noida

Job Type: Full Time

Work Type: Onsite

Job Description:

• Handle end-to-end IAM-managed support (as per SLA), e.g., Incident Management, problem management, change management, and knowledge management.
• Responsible for managing the team comprising L1, L2, and other L3 team members.
• Coordinate and collaborate with customer Teams.
• Drive complex SailPoint issues and resolve them to closure.
• Drive RCA and handle the complete problem management process.
• Act as the primary point of contact for all onsite IAM-related issues, queries and deployments.
• Proactively facilitate face-to-face meetings with customers to understand their needs and provide timely solutions.
• Do custom development, and product performance optimisation e.g. Application onboarding, workflow changes and SSO integration.
• Responsible for Change management, raising CRs in Service Now/JIRA etc.
• Understand IAM solution design and configuration. Transition services post-deployment and operationalizing IAM solutions.
• Should be able to extend configuration for Role-Based Access Control (RBAC) and Segregation of Duties (SoDs).
• Initiate, configure, execute, and support SailPoint Access reviews and should be able to drive the access review campaign.
• Generate regular reports on IAM system performance, issues, and resolutions for customer review. Should be able to generate incident reports to be shared with customers.
• Execute minor and major system upgrades and patches related to the product.
• Own the environment and handle regular maintenance activities (DR drills, log rotation, health checks).
• Should be able to develop advanced scripts, rules, and workflows. Knowledge of REST APIs and debugging tools.
• Good understanding of Java and BeanShell Coding. Ability to write complex SQL queries. Knowledge of Active Directory/LDAP and databases.
• Familiar with code repositories (Git).
• Knowledge of Windows and Linux environments. Capable of installing, configuring, and providing support of SailPoint on Windows and Linux environments.
• Should be capable of doing automation scripts.
• Should be able to take release from development to test and can deploy into production.

Roles & Responsibilities:

• Support Engineer (L3 - Support Lead) for SailPoint IdentityIQ.
• The L3 and Lead will be part of the client’s overall IAM-managed services Team deployed at
• the customer site to deal with SailPoint incident support, problem management, change
• management, platform configuration, performance improvement & maintenance. He will
• be the single point of contact between the customer and the internal team.

Qualification:

• Bachelor's degree in Computer Science/Information Technology, or a related field.
• 5-8 years of relevant experience in SailPoint support.
• Experience in driving L3 Level troubleshooting of IAM Solution with SailPoint IIQ
• Experience in handling change management with IIQ.
• MSP (Managed Services Provider) experience supporting multiple customers’infrastructure.
• Should have experience working with large-scale IAM implementation with multiple stakeholders.
• Product certification (preferred).

Required Skills:

• IdentityIQ Support experience with ForgeRock as a secondary skills.
• Strong communication, presentation and collaboration skills.
• Direct Customer handling experience (Onsite)
• Problem-Solving Attitude
• Strong L3 Level Knowledge with exposure to coding of Either ForgeRock AM or
• SailPoint IdentityIQ or both
• Strong knowledge of Support Processes and Procedures

TekWissen® Group is an equal opportunity employer supporting workforce diversity.