Support Lead – Identity SailPoint L3

RNS Technology Services; Dadri; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

RNS Technology Services invites an experienced Support Lead for SailPoint IdentityIQ to join a customer-site IAM managed services team in Noida. You will lead end-to-end IAM support, coordinate across multiple stakeholders, and ensure incident/problem/change management is executed with high quality.

The role requires L3 troubleshooting expertise, MSP experience, and strong communication. Daily office work and hands-on configuration with IIQ and related tools are expected.

Qualifications

• Experience in L3 level troubleshooting of IAM solution with SailPoint IIQ.
• Knowledge of change management with IIQ and MSP support for multiple customers' infra.
• Strong communication and collaboration with onsite customer teams.
• Experience with large-scale IAM implementations with multiple stakeholders.
• Product certification is preferred.

Responsibilities

• Handle end-to-end IAM-managed support (incidents, problems, changes, knowledge management).
• Manage the L1/L2/L3 team to meet SLA commitments.
• Coordinate with customer teams and drive complex SailPoint issues to closure.
• Perform RCA and drive the full problem management process.
• Act as primary onsite IAM contact for issues, deployments, and inquiries.
• Develop and optimize applications onboarding, workflow changes, and SSO integration.

Skills

IdentityIQ expertise

Communication skills

Customer handling (onsite)

Problem-solving

L3 support knowledge

Support processes

Education

Bachelor's degree in CS/IT

Tools

SailPoint IdentityIQ

ForgeRock

Job description

SupportLead -Identity:SailPoint (L3)

Roles Responsibilities

SupportEngineer(L3-SupportLead)forSailPointIdentityIQ.

TheL3andLeadwillbepartofRNS’soverallIAM-managedservicesTeamdeployedat the customer site to deal with SailPoint incident support, problem management, change management, platform configuration, performance improvement maintenance. He willbe the single point of contact betweenthe customerand the internalteam.

Location:

Noida,India

Mode of work:

Workfromtheoffice(Daily)

Qualification

• Bachelor'sdegreeinComputerScience/InformationTechnology,orarelatedfield.
• 5-8yearsofrelevantexperienceinSailPointsupport.
• ExperienceindrivingL3LeveltroubleshootingofIAMSolutionwithSailPointIIQ
• ExperienceinhandlingchangemanagementwithIIQ.
• MSP (Managed Services Provider) experiencesupporting multiple customers’ infrastructure.
• Should have experience working with large-scale IAM implementation with multiple stakeholders.
• Productcertification(preferred).

Job Description

• Handle end-to-end IAM-managed support (as per SLA), e.g., Incident Management, problem management, change management, and knowledgemanagement.
• ResponsibleformanagingtheteamcomprisingL1,L2,andotherL3teammembers.
• CoordinateandcollaboratewithcustomerTeams.
• DrivecomplexSailPointissuesandresolvethemtoclosure.
• Drive RCAandhandlethecompleteproblemmanagementprocess.
• Act as the primary point ofcontact 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.
• Docustomdevelopment,andproductperformanceoptimisatione.g.Application onboarding, workflow changes and SSO integration.
• ResponsibleforChangemanagement,raisingCRsinServiceNow/JIRAetc.
• Understand IAM solution design and configuration. Transition services post- deployment and operationalizing IAM solutions.
• Should be abletoextendconfiguration for Role-BasedAccessControl(RBAC)and Segregation of Duties (SoDs).
• Initiate,configure, execute,and support SailPoint Accessreviewsand 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.
• Executeminorandmajorsystemupgradesandpatchesrelatedtotheproduct.
• Own the environment and handle regular maintenance activities (DR drills, log rotation, health checks).
• Shouldbeabletodevelopadvancedscripts,rules,andworkflows.Knowledgeof REST APIs and debugging tools.
• GoodunderstandingofJavaandBeanShellCoding.AbilitytowritecomplexSQL queries. Knowledge of Active Directory/LDAP and databases.
• Familiarwithcoderepositories(Git).
• Knowledge of Windows and Linux environments. Capable of installing, configuring, and providing support of SailPoint on Windows and Linux environments.
• Shouldbecapableofdoingautomationscripts.
• Shouldbeabletotakereleasefromdevelopmenttotestandcandeployinto production.

Required Skills

• IdentityIQSupportexperiencewithForgeRockasasecondaryskills.
• Strongcommunication,presentationandcollaborationskills.
• DirectCustomerhandlingexperience(Onsite)
• Problem-SolvingAttitude
• Strong L3 Level Knowledge with exposure to coding of Either ForgeRock AM or SailPoint IdentityIQ or both
• StrongknowledgeofSupportProcessesandProcedures

Qualifications

Bachelor'sdegreeinComputerScience/InformationTechnology,or a related field.