Job Description

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We are seeking a hands-on Technical Lead to support critical identity services. This role requires deep technical expertise across SailPoint, Radiator, and RSA Authentication Manager , combined with solid operational ownership in a 24/7 enterprise environment .

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The candidate will act as a Subject Matter Expert (SME) and escalation point for complex IAM issues, while contributing as an individual contributor for L3/L4 support, problem resolution, and service stability .

Key Responsibilities Technical Leadership & SME Ownership n

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- Act as SME for SailPoint (IIQ/ISC), Radiator RADIUS, and RSA Authentication Manager
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- Provide hands-on L3/L4 support for incident, problem, and service request tickets
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- Drive deep troubleshooting, root cause analysis (RCA), and long-term fixes
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- Support solution validation, integration troubleshooting, and performance tuning
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Operations & Incident Management nn
- Own and manage critical incidents and major incident calls (MIM)
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- Ensure adherence to SLA-driven ticket resolution and service stability
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- Perform proactive monitoring, health checks, and issue prevention activities
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- Contribute to runbooks, SOPs, and knowledge management artifacts
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Stakeholder & Service Management nn
- Engage with stakeholders, security teams, and application owners
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- Provide clear, proactive, and timely communications during incidents and escalations
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- Act as technical point of contact for service delivery and escalations
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- Identify opportunities for automation, optimization, and operational efficiency
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- Drive process improvements across IAM lifecycle, authentication flows, and integrations
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- Ensure compliance, audit readiness, and governance alignment
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24/7 Operations Readiness nn
- Participate in on-call rotations and support critical IAM services in a 24/7 environment
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- Handle high-pressure situations and mission-critical outages with accountability
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Required Skills (Must Have) Core IAM & Authentication Technologies nn
- Strong hands-on experience in:
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- SailPoint Identity Security Cloud (ISC)
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Operational & Support Expertise nn
- ITIL Knowledge
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- Proven experience in L3/L4 support and problem ticket resolution as an Individual Contributor
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- Strong capability in incident handling, RCA, and system troubleshooting
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- Experience in production support environments for critical security services
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IAM Functional Knowledge nn
- Strong understanding of:
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- Identity lifecycle management (Joiner–Mover–Leaver)
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- Authentication and MFA workflows
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- RBAC / governance concepts
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Soft Skills nn
- Excellent stakeholder management and communication skills
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- Ability to work in high-pressure, 24/7 operations environments
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- Proactive mindset with ownership-driven approach
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Good to Have nn
- Experience with CyberArk PAM / Okta / Active Directory integrations
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- Exposure to cloud IAM environments (Azure/AWS)
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- Scripting (PowerShell / Java / BeanShell) for troubleshooting and automation
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Familiarity with ServiceNow or ITSM tools

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📌 Technical Lead - IAM (Victoria)
🏢 CareCone Group
📍 Victoria