SailPoint Problem Manager | Pharma (100% Remote)

We are looking for a "SailPoint Problem Manager" to join our global Identity & Access Management team and support one of our international clients.

In this role, you will take ownership of Problem Management activities for a highly customized SailPoint IdentityIQ environment, leading root cause investigations, resolving complex technical issues, and driving continuous improvements to enhance platform stability, reliability, and service quality across the organization.

TASKS & RESPONSIBILITIES 🚀:

• Own and drive Problem Management activities for the SailPoint IdentityIQ platform, ensuring timely identification and resolution of recurring issues.

• Perform in-depth Root Cause Analysis (RCA) for complex incidents and implement sustainable corrective actions.

• Investigate and resolve issues related to identity lifecycle processes, provisioning, workflows, certifications, roles, entitlements, and integrations.

• Analyze application logs, database records, scheduled tasks, and system processes to identify root causes and performance bottlenecks.

• Troubleshoot and optimize platform stability, performance, data quality, and operational reliability.

• Collaborate with SailPoint L3 Support, application owners, infrastructure teams, and external vendors to resolve technical issues.

• Support continuous improvement initiatives to reduce incident recurrence and improve service resilience.

• Maintain technical documentation, knowledge articles, and operational procedures.

• Contribute to change, release, and operational activities under the guidance of the System Lead.

SKILLS🤹:

• Minimum 3 years of hands-on experience with SailPoint IdentityIQ, including version 8.4 or higher.

• Strong experience administering, configuring, and troubleshooting SailPoint IdentityIQ in enterprise environments.

• Solid understanding of Identity and Access Management (IAM) and Identity Governance & Administration (IGA) processes.

• Proven experience performing Root Cause Analysis (RCA) and implementing permanent solutions for complex IAM issues.

• Experience supporting highly customized SailPoint environments, including workflows, integrations, and custom Java components.

• Strong expertise troubleshooting identity lifecycle processes (Joiner, Mover, Leaver), access requests, provisioning, certifications, and role management.

• Good knowledge of Microsoft SQL Server and T-SQL for troubleshooting and data analysis.

• Good understanding of Java, with the ability to read, understand, and troubleshoot existing customizations.

• Experience investigating issues across application, database, integration, and infrastructure layers.

• Experience collaborating with SailPoint L3 Support and coordinating technical resolution activities.

• Strong analytical, problem-solving, and communication skills.

• Fluency in English is required.

NICE TO HAVE:

• Experience working in large-scale enterprise or highly regulated environments.

• Familiarity with Agile methodologies (Scrum, Kanban).

• Knowledge of ITIL practices, particularly Problem Management and Continuous Service Improvement.

• Experience contributing to change and release management activities.

• Proactive mindset with strong ownership and organizational skills.

• Ability to manage multiple priorities while collaborating with global stakeholders.

SCHEDULE 🕘:

• 08/09h -17/18h from Monday to Friday (flexible)

• 100% remote position

CONDITIONS 🌱:

• Salary package based on your profile. We will discuss it on our first call.

• Permanent Contract

• Learning & Development 

• Friend Referral Program

Our goal is that you are well in every way!