Lead - Identity Operations Support

The Lead - Identity Operations Support will provide advanced engineering-level expertise for SailPoint operations and support for a global user base. The role requires complex, multi-functional analysis and problem solving, and familiarity with multiple Identity-related systems.

Requirements

• Provide day-to-day operational support of global, large-scale identity and access management (IAM) solutions using SailPoint IdentityIQ
• Triage and manage incidents in ServiceNow and effectively communicate incident resolution to end-users
• Collaborate with cross-functional teams to resolve incidents
• Ensure adherence to all Identity Operations Standard Operating Procedures (SOPs)
• Champion best practices for problem management, identifying incident trends and driving root cause resolution to reduce future incidents
• Monitor and triage IAM alerts and implement required actions
• Participate in on-call rotation to address any high severity incidents
• Maintain ServiceNow Knowledge Scripts
• Support the IAM team during Audit inquiries
• Generate IAM reports as needed
• Participate in projects and initiatives in support of regulatory, audit and IAM directives as needed
• Collate statistical data as requested in support of operational and performance metrics/measurements
• Provide input as needed to leadership for strategic IAM plans

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan