SailPoint Operations Engineer

Quick Facts

• Role: SailPoint Operations Engineer (Level 3 IAM Operations)

• Focus: Advanced operational support for SailPoint IdentityIQ / itAccess Identity Governance & Administration

Description

Hands-on Level 3 operations support for SailPoint / itAccess identity governance services. You will troubleshoot and resolve identity and access issues (provisioning, identity lifecycle, certifications, entitlements, roles, workflows, policy and data quality), manage complex incidents and problems, and guide Tier 2 teams through escalations. You will also support “onboard once, govern everywhere” by promoting consistent identity data and privileged-access signals across IGA and PAM.

Responsibilities

• Provide advanced Level 3 support and troubleshooting for SailPoint / itAccess services

• Investigate and resolve IAM issues across provisioning, identity lifecycle, certifications, entitlements, roles, workflows, policies, and data-quality topics

• Support complex incidents and problem records related to SailPoint IdentityIQ and connected IAM processes

• Guide Tier 2 Operations Analysts during incident management, problem management, change management, and escalations

• Support access reviews and application onboarding/offboarding and operational IAM tasks

• Partner with IAM Engineering to eliminate platform defects, recurring issues, configuration problems, integration gaps, and connector concerns

• Provide executive care (high-touch) L3 support for urgent identity/access scenarios

• Coordinate incidents and escalations through ServiceNow (or similar workflow tools)

• Lead or support root-cause analysis and operational readiness/testing for IAM platform changes

• Maintain and improve operational documentation, runbooks, knowledge articles, and SOPs

• Track and improve service quality with KPIs, health checks, and performance management; drive automation and process improvements

Requirements

• Strong hands-on experience supporting SailPoint IdentityIQ, SailPoint Identity Security Cloud, or similar enterprise technologies

• Strong understanding of IAM concepts: identity lifecycle, access provisioning, access reviews, entitlements, roles, workflows, policy violations, and ownership models

• Experience with ITIL-based incident, problem, and change management including escalations

• Experience using ServiceNow or similar ticketing/workflow management platforms

• Strong troubleshooting, analytical, and problem-solving skills

• Ability to coordinate effectively across Service Desk, Operations, Engineering, service managers, vendors, and business stakeholders

• Strong customer service orientation and clear communication with technical and non-technical audiences

Benefits

• Training and certification paths

• Competitive starting salary and benefits (private health care, stock, savings plans, sport cards)

• Regular salary increases and potential promotions tied to results and performance

• Hybrid work model: option to work from home two days per week

• Opportunity to change roles every few years