Nov 2022 – Present · 3 yrs 4 mos

• Provided Level 3 support for SailPoint Identity IQ, serving as a subject matter expert in troubleshooting complex
• issues, identifying root causes, and implementing solutions.
• Led a team of IAM L3 support specialists, providing technical guidance, mentorship, and support to ensure smooth operations and
• timely issue resolution.
• Acted as the subject matter expert (SME) for IAM technologies and tools.
• Played an instrumental role in the implementation and configuration of IAM solutions, collaborating with stakeholders to align
• IAM processes with the bank's security policies and standards.
• Managed and optimized the Developer Access to Production (DATP) process, ensuring streamlined workflows and adherence to
• security and compliance requirements.
• Developed and implemented IAM processes, procedures, and documentation, optimizing support workflows and knowledge
• management within the team.
• Delivered training sessions and workshops to enhance the technical skills and knowledge of team members and stakeholders.

Nov 2020 – Oct 2022 · 1 yr 11 mos

• Provided third-level support for IAM systems at a leading Swiss bank, ensuring seamless operations and adherence to service level
• agreements (SLAs).
• Conducted in-depth analysis of log files, databases, and system configurations to diagnose and resolve technical problems,
• ensuring minimal system downtime.
• Acted as the primary point of contact for critical incidents, swiftly responding to and resolving high-priority issues to minimize
• business impact.
• Demonstrated expertise in IAM technologies and tools, acted as a subject matter expert (SME) including but not limited to Active
• Directory, LDAP, SSO, RBAC,PBAC,ABAC, identity lifecycle management, and privileged access management (PAM).
• Conducted regular access reviews, audits, and compliance assessments to identify and mitigate security risks, ensuring regulatory
• compliance and adherence to industry best practices.
• Collaborated closely with cross-functional teams, including IAM architects, engineers, and developers, to identify and resolve
• complex technical issues within stringent timelines.
• Assisted in the implementation, configuration, and maintenance of IAM solutions, aligning them with security policies, regulatory
• requirements, and industry best practices.
• Played an active role in incident response activities, investigating security incidents, analyzing logs, and implementing effective
• corrective actions to prevent future occurrences.
• Assisted in the implementation and configuration of SailPoint solutions for new clients, ensuring successful onboarding and
• system integration.
• Worked closely with development teams to address bugs and enhance product functionality, providing valuable feedback for
• product improvement.
• Trained and mentored junior support engineers in SailPoint products and best practices.
• Developed comprehensive documentation, including support processes, troubleshooting steps, and knowledge base articles, to
• facilitate efficient issue resolution and enhance the team's knowledge repository

Feb 2019 – May 2019 · 3 mos

• Provided Level 3 support for SailPoint IdentityIQ, serving as a subject matter expert in troubleshooting complex issues, identifying root causes, and implementing solutions.
• Collaborated closely with L2 support teams to analyze, prioritize, and resolve customer-reported incidents, exceeding Service Level Agreements (SLAs).
• Conducted in-depth analysis of log files, databases, and system configurations to diagnose and resolve technical problems, ensuring minimal system downtime.
• Created and maintained detailed knowledge base articles, contributing to the internal and external documentation library to assist in issue resolution.
• Participated in on-call rotations to provide 24/7 support for critical IAM systems and respond to high-priority incidents.
• Assisted in the implementation and configuration of SailPoint solutions for new clients, ensuring successful onboarding and system integration.
• Worked closely with development teams to address bugs and enhance product functionality, providing valuable feedback for product improvement.
• Trained and mentored junior support engineers in SailPoint products and best practices.

Jan 2016 – Oct 2020 · 4 yrs 9 mos

• Provide L3 support for the company's IAM systems, ensuring smooth operations and user access management.
• Troubleshoot and resolve complex access-related issues promptly, ensuring minimal disruption to business processes.
• Collaborate with L2 support team, system administrators, and development teams to address and resolve escalated IAM issues.
• Conduct root cause analysis for recurring issues and implement corrective measures to enhance system performance and reliability.
• Manage access requests, user provisioning, and deprovisioning processes, ensuring adherence to established security policies and
• access controls.
• Perform periodic access reviews and access certifications to ensure compliance with regulatory requirements.
• Implement and maintain RBAC frameworks, mapping user roles and permissions based on business needs and segregation of duties
• (SoD) principles.
• Collaborate with cross-functional teams to design and implement IAM system enhancements, ensuring alignment with business
• requirements and security standards.
• Document IAM processes, create standard operating procedures (SOPs), and provide training to end-users to promote self-service and
• ensure proper utilization of IAM systems.