Senior Support Analyst: Sailpoint Investment Bank Job in Skillventory

Job Description

Roles and Responsibilities

Direct Responsibilities

Should be responsible in maintaining/supporting (L2 support) the SailPoint Infra and its services to Controls and other end users across the globe.

Manage request coming from users (Service Now) as single entry point for the end-users.

Lead and priorities the Application Support team s work load

Provide technical leadership

Propose improvements related to the support activity (job performance, service request, production incidents)

Should be working closely with ADM/IT team in addressing some of the key performance related issues/ enhancements/ upgrades, manage the release into UAT/UAT2/STG/PROD environments.

Should monitor the infra 24/7 and finds out any performance bottleneck and come up with recommendations to improve SailPoint application performance.

Good knowledge on Incident/Change/Problem management process (ServiceNow).

Production of Incident Report (PIR) in case of critical incident related to Reconciliation application.

Problem resolution: Incidents analysis, steering of corrective action

Strong hands on experience on Web and Application servers

Needs to have experience in Performance engineering and improving SailPoint application performance

Should have sound experience in SailPoint Access Governance module

Should be able to contribute in Capacity planning & come up with Infra scalability recommendations

Should have strong hands on experience in doing RCA, Ticket Response, SLA compliance and support processes

Should be able to work with DBA in implementing Performance improvements on DB platform

Should have experience on Build Automation & Continuous improvement in J2EE based applications

Should be able to define Purging, Data retention, DB backup and restore strategy

Contributing Responsibilities

Have good experience in all phases of Software Development Life Cycle (SDLC).

Soft Skills/Experience required:

Must be able to work closely with end users and developers to support SailPoint workflow related issues.

Should be able to demonstrate good troubleshooting skills with data and user issues on Identity and Access Management tools and guide the support team for a prompt resolution.

Reactivity & Ability to understand problems and situations and to draw out logical conclusions