SailPoint Operations Engineer

Job Location

WARSAW PLANT & GO

Job Description

We are seeking an experienced SailPoint Operations Engineer to join the Information Security Identity and Access Management organization. The primary responsibility of this role is advanced operational support for SailPoint / itAccess Identity Governance and Administration services. Experience with adjacent IAM capabilities—including Privileged Access Management, enterprise directory services, and Ping identity platforms—is desirable and will help the candidate contribute across the broader IAM landscape.

The role is intended for a hands-on operations professional who combines strong troubleshooting discipline, customer support mindset, ITIL-based incident and problem management, and practical IAM platform knowledge. Deep hands-on SailPoint experience is the core requirement. Knowledge of PAM, directory services, and Ping is considered an advantage rather than a prerequisite.

The successful candidate will work closely with IAM Engineering, PAM platform owners, service management, ServiceNow / Help Desk teams, security operations partners, executive administrative support teams, and business users to resolve issues, improve service quality, strengthen operational controls, and mature a horizontal IAM Operations model.

A key expectation is to support the “onboard once, govern everywhere” direction: using consistent identity data, ownership, entitlement, and privileged-access signals across IGA and PAM so customers are not asked to repeat separate onboarding and data-collection activities for every control plane.

Role Scope

• •Primary focus: SailPoint / itAccess IGA operational support, including advanced L3 troubleshooting, service restoration, root-cause analysis, and guidance to lower support tiers.
• •Desirable adjacent capability: operational knowledge of PAM, enterprise directories, and Ping platforms, enabling effective triage, collaboration, and support across connected IAM services.
• •Executive Care support: provide direct L3 support for executive administrative scenarios where identity or access issues require high-touch, timely, and well-coordinated response.
• •Operational model: support horizontal operations while preserving deep SailPoint expertise and clear escalation paths to Engineering, Architecture, Service Management, and adjacent platform owners.
• •Development boundary: scripting, BeanShell, and Java understanding are preferred for troubleshooting and configuration analysis, but this is not intended to be a full developer role.

Key Responsibilities:

SailPoint / Identity Governance Operations

• •Provide advanced Level 3 operational support for SailPoint / itAccess services.
• •Investigate, troubleshoot, and resolve access provisioning, identity lifecycle, certification, entitlement, role, workflow, policy, and data-quality related issues.
• •Support complex incidents and problem records related to SailPoint IdentityIQ and associated IAM processes.
• •Provide technical and operational guidance to Tier 2 Operations Analysts during incident management, problem management, change management, and operational escalations.
• •Support access reviews, application onboarding / offboarding, identity lifecycle events, access provisioning, role management, rules, reports, password management, and operational tasks.
• •Partner with IAM Engineering on platform defects, recurring issues, configuration issues, integration gaps, foundational connector concerns, and root-cause elimination.

Adjacent IAM Capabilities (Nice to Have)

• •Apply prior experience with PAM platforms and privileged-account processes to support triage, cross-platform troubleshooting, and effective escalation where SailPoint and privileged access intersect.
• •Use knowledge of enterprise directory services such as Active Directory, LDAP-based directories, or cloud directories to investigate identity, account, group, synchronization, and provisioning issues.
• •Leverage familiarity with Ping identity platforms, including authentication, federation, and single sign-on concepts, when resolving connected IAM incidents.
• •Partner with relevant platform owners and engineering teams to resolve issues that span SailPoint and adjacent IAM services.
• •Contribute to common operational practices, shared identity data quality, and reduced duplication across IAM platforms.

Executive Care and Customer-Facing Support

• •Provide direct L3 support for executive administrative teams when identity, access, or privileged access issues require high-touch resolution.
• •Coordinate timely updates, escalation paths, and service restoration steps for executive-care scenarios while maintaining appropriate operational controls.
• •Translate complex IAM / PAM issues into clear, business-friendly language for executive admins, service managers, business partners, and support teams.
• •Use executive-care insights to identify recurring pain points, process gaps, documentation needs, and automation opportunities.,

Unified Onboarding and Governance

• •Support a coverage model based on “onboard once, govern everywhere,” using shared identity, application, entitlement, ownership, and privileged-access data across IGA and PAM.
• •Work with application owners, service managers, onboarding teams, data-quality resources, and platform owners to reduce separate onboarding asks and duplicate data grabs from customers.
• •Help identify where PAM and IGA overlap from a support perspective, including data model alignment, ownership validation, entitlement mapping, privileged flagging, and foundational connector or integration needs.
• •Use support patterns and ticket data to feed continuous improvement across IGA and PAM operational processes.

Incident, Problem, Change, and Service Managemen t

• •Manage incidents, service requests, problem records, and escalations through ServiceNow or similar workflow platforms.
• •Lead or support root cause analysis for recurring or high-impact IAM / PAM issues.
• •Participate in operational readiness, testing, validation, and change execution for IAM-related platform changes.
• •Support off-hours or weekend changes when required for planned production activities.
• •Ensure clear, timely, and business-friendly communication during incidents and escalations.

Operational Excellence and Continuous Improvement

• •Maintain and improve operational documentation, SOPs, runbooks, knowledge articles, and support procedures.
• •Identify recurring issue patterns and drive corrective actions to reduce ticket volume and improve service quality.
• •Support operational metrics, KPIs, service reviews, health checks, and performance management.
• •Contribute to automation, self-healing, workflow improvements, and process simplification.
• •Help mature IAM Operations from reactive ticket resolution toward proactive service ownership and demand reduction.

Job Qualifications

Required Experience

• •Strong experience in enterprise IT operations, IAM operations, cybersecurity support, or similar technical support environment.
• •Strong hands-on experience supporting SailPoint IdentityIQ, SailPoint Identity Security Cloud, or similar enterprise technologies.
• •Strong understanding of IAM concepts, including identity lifecycle, access provisioning, access reviews, entitlements, roles, workflows, policy violations, and ownership models.
• •Experience with ITIL-based incident, problem, change, and escalation management.
• •Experience using ServiceNow or similar ticketing / workflow management platforms.
• •Strong troubleshooting, analytical, and problem-solving skills.
• •Ability to coordinate effectively across Service Desk, Operations, Engineering, service managers, vendors, and business stakeholders.
• •Strong customer service orientation and ability to communicate clearly with technical and non-technical audiences.

Preferred Experience

• •Experience with PAM platforms such as CyberArk, Delinea / Centrify, BeyondTrust, or similar.
• •Experience supporting enterprise directory se