- Provide advanced tier-2 and tier-3 support, including troubleshooting complex technical issues, performing log analysis, replicating issues, and escalating when necessary.

- Ensure adherence to SLAs by prioritizing incident response and resolution to minimize business impact.

- Validate and test access changes from HR system updates (joiners, movers, leavers) before production deployment.

- Collaborate with HR, IT, Security, and business teams to align identity governance with regulatory standards such as GDPR, SOX, and other compliance requirements.

- Maintain up-to-date documentation, including workflows, SOPs, runbooks, and knowledge base articles.

- Mentor and share knowledge with junior team members.

- Support platform upgrades, patching, and configuration changes to enhance system reliability and security.

Skills & Qualifications :

- 815 years of experience with SailPoint IdentityNow or IdentityIQ administration.

- Strong understanding of identity governance, access management, RBAC, and SoD principles.

- Hands-on experience with workflow management, provisioning, and de-provisioning processes.

- Experience in tier-2/3 technical support, troubleshooting, and log analysis.

- Knowledge of compliance frameworks such as GDPR, SOX, ISO 27001, etc.

- Excellent problem-solving, analytical, and communication skills.

- Ability to mentor junior team members and document technical processes effectively.