Sr. Support Engineer

OverviewRole: Support Engineer (L3 Support) for SailPoint IdentityIQ. Sr. Support Engineer – SailPoint (L3).ResponsibilitiesHandle end-to-end IAM-managed support (as per SLA) including Incident Management, Problem Management, Change Management, and Knowledge Management.Coordinate and collaborate with customer teams.Drive complex SailPoint issues resolution and ensure timely problem resolution.Conduct root cause analysis and manage the complete problem management process.Act as the primary point of contact for all onsite IAM-related issues, queries, and deployments.Proactively facilitate face-to-face meetings with customers to understand their needs and provide timely solutions.Perform custom development and product performance optimization (e.g., application onboarding, workflow changes, and SSO integration).Manage Change Management processes, raising CRs in ServiceNow/JIRA, etc.Understand IAM solution design and configuration; transition services post-deployment and operationalize IAM solutions.Extend configuration for RBAC and SoDs where applicable.Initiate, configure, execute, and support SailPoint Access Reviews and drive the access review campaign.Generate regular reports on IAM system performance, issues, and resolutions; prepare incident reports for customers.Execute minor and major system upgrades and patches related to the product.Own the environment and perform regular maintenance activities (DR drills, log rotation, health checks).Develop advanced scripts, rules, and workflows; knowledge of REST APIs and debugging tools.Have a good understanding of Java and BeanShell coding; write complex SQL queries; knowledge of Active Directory/LDAP and databases.Familiar with code repositories (Git).Knowledge of Windows and Linux environments; capable of installing, configuring, and supporting SailPoint on Windows and Linux.Ability to develop automation scripts; capable of promoting releases from development to test and deploying into production.QualificationsBachelor's degree in Computer Science/Information Technology, or a related field.6-8 years of relevant experience in SailPoint support.Experience in driving L3 level troubleshooting of IAM solutions with SailPoint IIQ.Experience in handling change management with IIQ.Experience working with large-scale IAM implementations with multiple stakeholders.Product certification (Mandatory).Job DetailsLocation: Abu Dhabi, UAEMode of Work: HybridRequired SkillsStrong communication, presentation, and collaboration skills.Direct customer handling experience (onsite).Problem-solving attitude.Strong L3 level knowledge with exposure to coding.Strong knowledge of support processes and procedures.#J-18808-Ljbffr