SeniorAdministrator SailPoint IdentityNow, Java, SailPoint FAM

Job description

The Sr. Administrator for Support & Operations plays a critical role in delivering advanced technical support and operational excellence. This position focuses on troubleshooting complex issues, conducting root cause analysis, and ensuring a superior customer experience. The role is pivotal in maintaining security standards and operational integrity while fostering knowledge sharing and team development. Key Responsibilities 1. Provide Advanced Technical Support For Sailpoint Identitynow And Sailpoint Fam By Performing Root Cause Analysis And Implementing Effective Solutions To Resolve Intricate Technical And Security Incidents. 2. Collaborate With Cross-Functional Teams To Address Escalated Incidents, Ensuring Timely Resolution Within Agreed Slas And Maintaining A High Standard Of Operational Security. 3. Enhance Team Capabilities By Conducting Training Sessions For New Analysts And Updating The Knowledge Base To Reflect Best Practices And Lessons Learned From Previous Incidents. 4. Monitor And Analyze Complex Support Tickets, Ensuring Efficient Ticket Resolution Processes And Reducing The Number Of Reopened Cases To Improve Customer Satisfaction. 5. Drive Initiatives To Ensure A Positive Customer Experience By Achieving First Call Resolution Metrics And Proactively Identifying And Mitigating Potential Security Threats. Skill Requirements 1. Proficient In Sailpoint Identitynow And Sailpoint Fam With A Solid Understanding Of Identity Governance And Administration. 2. Strong Analytical Skills With The Ability To Perform Root Cause Analysis And Implement Strategic Solutions For Complex Technical Issues. 3. Experienced In Java Development For Enhancing Integrations And Customizations Related To Identity Management. 4. Familiarity With Support Ticketing Systems And Incident Management Processes. Other Requirements 1. Optional But Valuable: Sailpoint Identitynow Certification. 2. Optional But Valuable: Itil Foundation Certification Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. 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