Job Title SailPoint Support Engineer Role Overview • Support and operate SailPoint IdentityNow (IDN) platform in a production environment • Responsible for BAU operations, access management, lifecycle processes, and incident handling • Ensure platform stability, compliance, and seamless identity governance operations Key Responsibilities IGA Operations & Support • Provide L2/L3 support for SailPoint IdentityNow platform • Handle IAM tickets, access requests, and incidents within SLA • Monitor aggregation jobs, provisioning tasks, and identity processing • Perform daily system checks and health validation Identity Lifecycle Management (JML) • Execute Joiner, Mover, Leaver (JML) activities • Ensure timely provisioning and de‑provisioning of access • Validate identity data from source systems • Troubleshoot lifecycle failures and data issues Access Request & Provisioning • Process access requests via IdentityNow workflows • Validate approvals and ensure least‑privilege access compliance • Support provisioning using: • SCIM / REST APIs • Web Services / JDBC connectors • Troubleshoot provisioning failures and access discrepancies Application Onboarding (Operational Support) • Support application onboarding into IdentityNow • Validate: • Account aggregation • Entitlements • Access profiles • Assist in: • Correlation and mapping • Testing and UAT validation • Coordinate with application owners and onboarding teams Incident Management & Troubleshooting • Investigate and resolve: • Aggregation failures • Provisioning errors • Identity sync issues • Perform root cause analysis (RCA) • Escalate issues to engineering/vendor teams Access Reviews & Certifications • Support access certification campaigns • Track completion and follow up with stakeholders • Support remediation and closure activities • Ensure compliance with access governance policies Audit & Compliance Support • Provide audit evidence and reports • Support audit observations and remediation • Ensure adherence to IAM policies and standards Documentation & Process Improvement • Maintain SOPs, runbooks, and onboarding documentation • Document issues, fixes, and workflows • Identify opportunities for automation and process improvement Required Qualifications Experience • 4–6 years of IAM experience with SailPoint IdentityNow (mandatory) • Experience working in IAM operations / support environment Technical Skills • Hands-on experience in: • SailPoint IdentityNow (IDN) • Identity lifecycle (JML) processes • Strong understanding of: • Aggregation, correlation, provisioning workflows • Access profiles, roles, and entitlements • Experience with: • SCIM / API-based integrations • Familiarity with: • Active Directory / Azure AD / Okta (good to have) • Basic scripting (PowerShell / API scripting) is a plus Soft Skills • Strong troubleshooting and analytical skills • Good stakeholder communication (business & application teams) • Ability to handle BAU + incidents + onboarding simultaneously • Detail-oriented with SLA-driven approach