Technical Specialist
HCL
5 - 5 years
Chennai
Posted: 12/17/2024
Job Description
Job description:
SailPoint
SailPoint L2 Engineer
> Resolve tickets escalated from L1/help desk including user access issues, provisioning issues, configuration errors and providing timely resolution to the logged tickets
> Implement minor configuration changes such as modifying workflows or updating roles to fix the issues
> Run access recertification campaigns, generate and share ad hoc reports
> Support AD based and out of the box applications onboarding by performing testing and resolving the issues
> Work closely with L3 resource for escalated issues
> Run health checks and share reports
> Participate and contribute to requirement gathering activities
> Collaborate with L3 resource to work on integration/connector related issues which require heavy configuration change
> Monitor/analyze the logs for any errors, debug and troubleshoot issues related to SailPoint IIQ
> Customize reports as per customer requirement
- To provide support for on call escalations and doing root cause analysis of given issue
- To independently resolve tickets within agreed SLA of ticket volume and time
- To adhere to quality standards, regulatory requirements and company policies
- Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
About Company
HCL Technologies, founded in 1976 by Shiv Nadar and headquartered in Noida, India, is a global leader in IT services and consulting. With a presence in over 50 countries and more than 225,000 employees, HCL provides a wide range of services, including IT and business solutions, engineering, R&D, cloud services, and digital transformation. The company caters to diverse industries like banking, healthcare, telecommunications, and manufacturing. Known for its Employee First philosophy, HCL emphasizes innovation, talent development, and customer-centric solutions, making it a key player in the global technology landscape with annual revenues exceeding $12 billion.
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