L2 Support Engineer (SailPoint)

INFOGAIN SOLUTIONS PTE. LIMITED; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

INFOGAIN SOLUTIONS PTE. LIMITED is seeking a capable L2 Support Engineer for SailPoint in Singapore. You will provide Level 2 support for SailPoint IAM and its integrations, investigate issues, and resolve access management requests within SLA.

You will monitor jobs, perform root cause analysis, participate in upgrades, ensure security and governance compliance, and support audits. Collaboration with business users, vendors, and technical teams is essential to maintain service availability and

Qualifications

• Bachelor's degree in IT, CS, engineering or related discipline.
• 3–5 years of experience supporting SailPoint IAM platforms.
• Experience with user access management, provisioning and access governance.
• Experience in Corporate Banking or Financial Services domain.

Responsibilities

• Provide Level 2 support for SailPoint and integrations.
• Investigate, troubleshoot, and resolve IAM issues within SLAs.
• Monitor SailPoint jobs, workflows, connectors, and platform health.
• Perform root cause analysis and preventive actions.
• Participate in upgrades, patches, releases, and post-implementation support.
• Ensure security policies and governance compliance.
• Prepare audit, compliance, and regulatory reporting.
• Coordinate with users, vendors and tech teams.
• Communicate incidents and resolutions to stakeholders.
• Maintain SOPs, knowledge bases and support procedures.
• Identify opportunities for automation and process improvements.

Skills

Identity lifecycle

Analytical skills

Domain experience

Security compliance

Stakeholder management

SLA support

Education

Bachelor's degree in IT/CS/Engineering

Tools

SailPoint IAM

SailPoint connectors

Application onboarding

Job description

Role: L2 Support Engineer (SailPoint)

Job Requisition Number: ISCSK-R045

Job Level: Minimum 3 to 5 years of relevant experience

Location: Singapore

Key Responsibilities:

• 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.

Key Requirements:

Education:

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline.
• Minimum3 to 5 years of experience supporting SailPoint Identity and Access Management(IAM) platforms, including user access management, provisioning, and access governance activities.

Essential:

• Identity lifecycle management. Knowledge of identity lifecycle management, provisioning, deprovisioning, access certifications, and role management.
• Analytical skills. Strong analytical, troubleshooting, and problem-solving skills.
• Domain experience. Experience in application support within the Corporate Banking or Financial Services industry.
• Security and compliance. Good understanding of security and compliance requirements related to access governance.
• Stakeholder management. Strong stakeholder management and vendor coordination skills.
• SLA-driven support. Ability to work in a fast-paced support environment with SLA commitments.

Good to have:

• Audits and compliance. Experience supporting audits and compliance reviews.
• Certification. SailPoint certification is an advantage.

Technical Skills:

• SailPoint IAM / IGA. Supporting SailPoint Identity and Access Management (IAM) platforms, including user access management, provisioning, and access governance activities.
• SailPoint connectors and integrations. Hands-on experience supporting SailPoint connectors and integrations. (Good to have)
• Application onboarding. Experience with application onboarding, account aggregation, and identity synchronization processes. (Good to have)