- Company Name
- ST Global Tech LLC
- Job Title
- L3 Support - SailPoint Identity Security Cloud (ISC)
- Job Description
-
Job Title:
L3 Support – SailPoint Identity Security Cloud (ISC)
Role Summary:
Senior-level L3 technical support specialist for SailPoint Identity Security Cloud operating in medium to large enterprise environments. Responsible for diagnosing, troubleshooting, and resolving complex identity lifecycle, provisioning, and access certification issues. Works collaboratively with cross‑functional teams and global stakeholders, maintaining high‑quality documentation and fostering proactive customer engagement.
Expectations:
- Provide expert L3 support under pressure, ensuring minimal downtime during critical incidents.
- Maintain detailed, accurate operational procedures and knowledge base content.
- Communicate findings and recommendations clearly to technical and non‑technical audiences.
- Act as a customer‑facing advocate, ensuring alignment with business and security requirements.
Key Responsibilities:
- Perform root cause analysis for advanced SailPoint ISC incidents and provide permanent fixes.
- Manage configuration, administration, and day‑to‑day operational tasks in SailPoint ISC.
- Develop and maintain workflows, forms, and IDM components, including JavaScript, REST APIs, SCIM integration.
- Interface with LDAP directories, Active Directory, Workday, ServiceNow, Okta, and other identity platforms.
- Debug and resolve issues across Java/J2EE environments and application servers (Tomcat, WebLogic, WebSphere).
- Conduct JML (Joiner‑Mover‑Leaver) processes, role‑based access reviews, and access certification activities.
- Produce and update documentation such as incident reports, SOPs, and system architecture diagrams.
- Provide customer‑facing support, troubleshooting, and work‑around guidance in a consultative manner.
Required Skills:
- Minimum 8 years of IAM operations/implementations; ≥4 years as L3 support for SailPoint ISC or IdentityNow.
- Hands‑on SailPoint ISC configuration, administration, and support.
- Proficiency with JAVA/J2EE, JavaScript, scripting, XML, and Java debugging.
- Strong understanding of LDAP concepts and experience with at least one LDAP implementation.
- Extensive experience developing and maintaining SailPoint IDM workflows, forms, and component integrations.
- Knowledge of SCIM, REST APIs, and integration with AD, Workday, ServiceNow, Okta.
- Familiarity with Java application servers (Tomcat, WebLogic, WebSphere) or J2EE product development.
- Ability to maintain detailed documentation and operational procedures.
- Excellent oral and written communication skills; adept at collaborating with global teams.
- Customer‑facing exposure required.
Required Education & Certifications:
- Bachelor’s degree in Computer Science, Information Technology, or related discipline (preferred).
- SailPoint certification (e.g., SPS, ISC) and/or IAM-related certifications (e.g., Certified Identity and Access Manager) strongly preferred.