Senior Associate

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CyberSolve

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

🔒 Cybersecurity

🏢 Enterprise

☁️ SaaS

💰 $5M Seed Round - BOW on 2025-01

Cybersecurity • Enterprise • SaaS

CyberSolve is a global specialist IAM solutions provider focused on Identity and Access Management (IAM) and Identity-First cybersecurity. They offer services across IGA (Identity Governance and Administration), Zero Trust, Privileged Access Management (PAM), CIAM (Consumer IAM), PAMaaS, workforce access control, authentication (SSO, MFA, passwordless), role-based access control, identity analytics, and integration with PAM and SSO. They provide IAM advisory, implementation, managed services, staff augmentation, custom development, and operational managed services, and have solutions/products like IAM Mirror, IdP Switch, Identity Beacon, IdentityXpress, IRiS, NeuroID, NeuroShield, SafeAccessCopilot, and StratoPAM. CyberSolve serves businesses, institutions, and governments and emphasizes rapid deployment, packaged IGA, risk & compliance, access certification, automation, and Zero Trust pilots. They also provide IAM staffing and vendor partnerships, and recently joined the Hexaware family.

📋 Description

• Resolving the tickets routed to the Support team from L1/help desk / Email/ Teams Channel and providing timely solution to the end-users. • Monitoring/analyzing the logs for any errors and Debug and troubleshoot of any issues related to SailPoint IdentityIQ/IAM tools. • Ensuring all the IAM services are up and running and proactively monitoring SailPoint IIQ services / IAM Services • Participating in running the factory model to onboard identified applications into the IAM platform • Supervising daily scheduled tasks such as Account Aggregation, Group Aggregation and Identity Refresh Tasks • Providing documentation and technical specifications and Standard Operating Procedures for the Support team as a whole • Ensure that all the tickets/incidents are resolved within committed SLAs. • Creating Active List, Updating Active List and using rules to populate an Active List • Technical Analysis of the tickets that are raised. • Allocate and manage work to L1 team members. • Provide estimates for the ticket resolution. • Co-ordinate with L3 for code fixes • Get KT on the custom features from the implementation team and related documents. • Test and validate the fixes on UAT. • Responsible for configuration related fixes • Work with Customer technical / functional teams to get the fixes validated on UAT. • Move the code to production after confirmation. • Maintain versioning and tagging for postproduction fixes on configurations.

🎯 Requirements

• Experience of more than 3+ years on Support • Experience of more than 2+ years as L2 Engineer for support • Should have had customer facing experience for more than 2+ years • Must be experienced on the SailPoint/IAM implementation and support activities. • Should have handled SLA based support teams with 24X5 or 24X7 coverage. • Must have owned the Infrastructure and SailPoint/IAM application support activities completely. • Experience of working with Customer on site/ on location will be a great advantage. • Should be hands on the SailPoint/IAM both on the configurations / administration and code analysis. • Could be either a SailPoint development or Support engineer in the past • Should be good on communication front • Should have experience in handling email / chat/ phone / ticketing-based support