SailPoint Operations Engineer

Procter & Gamble operates globally with a portfolio of trusted brands and has operations in approximately 70 countries worldwide. This role is within the Information Security Identity and Access Management organization focused on SailPoint Identity Governance and Administration services.

Required Experience:

• Strong experience in enterprise IT operations, IAM operations, or cybersecurity support.
• Hands-on experience supporting SailPoint IdentityIQ, SailPoint Identity Security Cloud, or similar.
• Strong understanding of IAM concepts including identity lifecycle, access provisioning, access reviews, entitlements, roles, workflows, policy violations, and ownership models.
• Experience with ITIL-based incident, problem, change, and escalation management.
• Experience with ServiceNow or similar ticketing/workflow platforms.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to coordinate across Service Desk, Operations, Engineering, service managers, vendors, and business stakeholders.
• Strong customer service orientation and clear communication with technical and non-technical audiences.

Preferred Experience:

• Experience with PAM platforms such as CyberArk, Delinea/Centrify, BeyondTrust.
• Experience supporting enterprise directory services such as Active Directory, LDAP-based directories, or Entra ID.
• Familiarity with Ping identity platforms and related authentication, federation, and single sign-on.
• Experience with SailPoint IdentityIQ areas like onboarding/offboarding, certifications, tasks, reports, workflows, rules, roles, access provisioning, and password management.
• Ability to read/troubleshoot Java / BeanShell scripts and SailPoint configurations.
• Familiarity with connectors for SAP, Oracle, Active Directory, Enterprise Directory.
• Knowledge of identity data models, entitlement mapping, application ownership, privileged account discovery, and governance metadata.
• Familiarity with cloud environments such as Azure, AWS, or GCP.
• Experience with server, database, Linux, Windows Server, or middleware operations.
• Scripting, automation, dashboarding, or data analysis capabilities.
• Experience using AI-enabled service-management, operations, or productivity tools.
• Certifications like ITIL Foundation, SailPoint, PAM, cloud, or CISSP preferred.

SailPoint / Identity Governance Operations:

• Provide advanced Level 3 operational support for SailPoint / itAccess services.
• Investigate, troubleshoot, and resolve issues related to access provisioning, identity lifecycle, certification, entitlements, roles, workflows, policies, and data quality.
• Support complex incidents and problem records related to SailPoint IdentityIQ and associated IAM processes.
• Provide guidance to Tier 2 Operations Analysts during incident, problem, and change management.
• Support access reviews, application onboarding/offboarding, identity lifecycle events, role management, rules, reports, and operational tasks.
• Partner with IAM Engineering on platform defects, configuration issues, integration gaps, and root-cause elimination.

Adjacent IAM Capabilities (Nice to Have):

• Support triage and troubleshooting of PAM platforms and privileged-account processes.
• Use knowledge of enterprise directory services such as Active Directory, LDAP, or cloud directories.
• Leverage familiarity with Ping identity platforms including authentication, federation, and single sign-on.
• Collaborate with platform owners and engineering teams on issues spanning SailPoint and adjacent IAM services.
• Contribute to shared operational practices and reduce duplication across IAM platforms.

Executive Care and Customer-Facing Support:

• Provide direct L3 support for executive administrative teams.
• Coordinate updates, escalations, and service restoration for executive-care scenarios.
• Translate complex IAM/PAM issues into business-friendly language.
• Identify recurring pain points, process gaps, documentation needs, and automation opportunities.

Unified Onboarding and Governance:

• Support "onboard once, govern everywhere" model using shared identity and access data across IGA and PAM.
• Work with application owners, service managers, onboarding teams, and platform owners to reduce duplicate onboarding and data collection.
• Identify PAM and IGA overlap regarding support, data models, entitlement mapping, and privileged flagging.
• Use support patterns and ticket data for continuous improvement.

Incident, Problem, Change, and Service Management:

• Manage incidents, service requests, and escalations through ServiceNow or similar platforms.
• Lead or support root cause analysis for recurring or high-impact IAM/PAM issues.
• Participate in operational readiness, testing, validation, and change execution.
• Support off-hours or weekend changes as needed.
• Ensure clear communication during incidents and escalations.

Operational Excellence and Continuous Improvement:

• Maintain and improve operational documentation, SOPs, runbooks, and knowledge articles.
• Identify recurring issue patterns and drive corrective actions.
• Support operational metrics, KPIs, service reviews, health checks, and performance management.
• Contribute to automation, self-healing, and workflow improvements.
• Help mature IAM Operations towards proactive service ownership and demand reduction.

Employment is exclusively offered on the basis of an "Umowa o Pracę" (Full-time Employment Contract). Applicants must agree to these conditions. Equal opportunity employer statement included. Data protection and personal data processing notice provided.