SME - Sailpoint IIQ, Java, SailPoint FAM
Technology, Data & Digital · Software & Web Development · Software Engineering · Data Analysis
In short
The Subject Matter Expert (Support & Ops) is responsible for resolving escalated incidents and ensuring SLA compliance using SailPoint IIQ and Java development skills. This role involves mentoring team members, creating documentation, conducting analyses, and fostering positive customer relationships to maintain high satisfaction levels.
Responsibilities
- Ensure prompt resolution and quality compliance of escalated tickets and incidents utilizing SailPoint IIQ and Java development expertise, adhering to SLA requirements.
- Mentor administrators and team members, prepare Standard Operating Procedures (SOPs), and maintain comprehensive documentation to support knowledge sharing and operational excellence.
- Validate Change Order implementation plans and ensure human error compliance, contributing to effective capacity planning initiatives.
- Foster positive customer relationships by actively participating in meetings to understand issues and provide solutions, enhancing overall customer satisfaction.
- Conduct and validate analyses such as Root Cause Analysis and Trend Analysis, presenting insights and performance reports to key business stakeholders for informed decision-making.
Requirements
- Strong proficiency in SailPoint IIQ and Java development.
- Solid understanding of support and operational processes within IT environments.
- Excellent analytical skills for conducting root cause and trend analyses.
- Strong communication and presentation skills for effective stakeholder engagement.
Desired Qualifications
- Optional but valuable: SailPoint IIQ certification.
- Optional but valuable: Java Developer certification.
Benefits
- Supercharge your potential at HCLTech.
- Find your career and your spark.
- A place that knows that helping its customers stay on top starts by putting its people first.
#SailPoint IIQ#Java#SailPoint FAM#Support#Operations#Incident Management#SLA#Customer Satisfaction#Documentation#Root Cause Analysis#Trend Analysis
Company
HCLTech
Job Posted
2 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Mid-Senior
Locations
Bengaluru, India
Applicants
Be an early applicant