CyberSolve is a fastest growing IAM Specialist firm in the US with aspirations of becoming the world's largest company in the IAM space.CyberSolves 350+ specialists solve interesting puzzles in Non-Employee IAM, Rapid App onboarding, access certifications, etc. for some of the largest retailers, banks, pharma giants, governments and airlines. We are expanding rapidly and searching for brilliant SailPoint & CyberArk L2 Support professionals across the globe, specifically across Canada, US and India.On offer is a role with one of the most powerful IAM teams in the industry, solid projects, competitive salary, ability to expand into other areas of IAM etc. We invite you to join this team. A detailed Job description for SailPoint L2 Support professionals is as below:Job description:Resolving the tickets routed to the Support team from L1/help desk / Email/ Teams Channel and providing timely solution to the end-usersMonitoring/analyzing the logs for any errors and Debug and troubleshoot of any issues related to SailPoint IdentityIQ/IAM toolsPerforming RCA for major incidents and escalating major incidents to the Incident and/or Problem Manager, wherever requiredEnsuring all the IAM services are up and running and proactively monitoring SailPoint IIQ services / IAM ServicesParticipating in running the factory model to onboard identified applications into the IAM platformSuggesting recommendations for continuous improvement based on day-to-day service deliverySupervising daily scheduled tasks such as Account Aggregation, Group Aggregation and Identity Refresh TasksTroubleshooting hardware and software errors by running diagnostics, documenting problems & resolutions, prioritizing problems, and assessing impact of issueProviding documentation and technical specifications and Standard Operating Procedures for the Support team as a wholeEnsure that all the tickets/incidents are resolved within committed SLAsCreating Active List, Updating Active List and using rules to populate an Active ListMonitoring the multiple network and security devices to ensure appropriate system administrative actions, investigate and report on noted irregularitiesTechnical Analysis of the tickets that are raisedAllocate and manage work to L2 and L3 team membersEnsure L1 and L2 coverage in PST time zoneProvide estimates for the ticket resolutionCo-ordinate with L3 for code fixesGet KT on the custom features from the implementation team and related documentsTest and validate the fixes on UAT along with L2Responsible for configuration related fixesWork with Customer technical / functional teams to get the fixes validated on UATMove the code to production after confirmationMaintain versioning and tagging for post production fixes on configurationsRequired Skills:Experience of 5+ years on Support Experience of more than 2+ years as Lead for supportShould have had customer facing experience for more than 2+ yearsMust be experienced on the SailPoint/IAM implementation and support activitiesShould have handled SLA based support teams with 24X5 or 24X7 coverageMust have owned the Infrastructure and SailPoint/IAM application support activities completelyExperience of working with Customer on site/ on location will be a great advantage.Should be hands on the SailPoint/IAM both on the configurations / administration and code analysis*** We are sorry, we will not be able to consider Corp-to-Corp (C2C) candidates for this position***
Job Title
SailPoint L2 Support