Lead IAM Support Analyst, SailPoint

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Who are we:

Core Insurance Platforms (CIP) is Zurich's global capability responsible for building, running, and evolving core insurance technology. We set a unified, scalable operating model—covering governance, standards, architecture, service delivery, and reuse—so our business units can deliver at speed and scale.

CIP is the strategic steward of Zurich's Guidewire ecosystem, aligning platform roadmaps to business strategy while driving stability, modernization, reduced supplier dependency, and long term cost efficiency.

India delivery center is one of our global delivery and capability hub. We bring together experts in AI, engineering, analysis, quality, and architecture to deliver product & process solutions, application run services, change and transformation initiatives, and centralized platform services across both on prem and Guidewire Cloud environments. Our teams operate from multiple global delivery centers, supporting Zurich's business units worldwide.

Lead IAM Support Analyst - SailPoint

Location: Hyderabad, India

Experience: 5-8 Years

Zurich India is looking for a Lead IAM Support Analyst - SailPoint to join our Identity & Access Management (IAM) team. This role is ideal for a seasoned IAM professional with hands-on experience in SailPoint IdentityIQ (IIQ), identity governance, access management, and operational support.

Skills Required:

• SailPoint IdentityIQ (IIQ)
• Identity & Access Management (IAM)
• Identity Governance & Administration (IGA)
• Joiner, Mover, Leaver (JML)
• Provisioning & De-provisioning
• Active Directory (AD)
• Azure AD
• LDAP
• Bean Shell
• SQL
• REST APIs
• XML/JSON
• AI-First Mindset

Role Overview:

Application Subject Matter Specialist (IAM Support Analyst)

The SailPoint IdentityIQ (IIQ) Support Analyst is responsible for providing advanced operational and technical support for Zurich's Identity and Access Management platform. The role focuses on incident resolution, service request fulfillment, platform stability, access governance, and identity lifecycle management.

The successful candidate will work closely with IAM engineers, application teams, infrastructure teams, and security stakeholders to ensure seamless identity governance and compliance across the enterprise.

Key Responsibilities:

Operational & Technical Support:

• Provide Level 2 support for SailPoint IdentityIQ (IIQ), resolving complex incidents and service requests.
• Monitor and manage SailPoint jobs, workflows, aggregations, provisioning activities, certification campaigns, and maintenance tasks.
• Troubleshoot issues related to access requests, provisioning, de-provisioning, certifications, and lifecycle management processes.
• Perform root cause analysis and implement corrective and preventive actions.
• Ensure adherence to service levels and operational standards.

Identity Governance & Administration:

• Support Joiner, Mover, and Leaver (JML) processes across enterprise applications and systems.
• Validate user access, entitlements, and role assignments to ensure compliance with internal security policies.
• Support access certification and attestation campaigns, including resolution of reviewer escalations and campaign-related issues.
• Maintain governance controls and support access review processes.

Integrations & Platform Support:

• Support and troubleshoot SailPoint connectors and integrations including:
• Active Directory
• Azure Active Directory
• LDAP
• HR Systems
• Databases
• Business Applications
• Analyze SailPoint, application, and server logs to identify and resolve operational issues.
• Support workflow execution and perform basic Bean Shell troubleshooting under the guidance of IAM engineering teams.
• Assist in maintaining platform reliability and performance.

Incident, Change & Compliance Support:

• Document incidents, service requests, problem records, and resolutions in ITSM tools.
• Participate in change management activities including upgrades, patching, testing, and release deployments.
• Provide support during audits and compliance reviews by supplying evidence related to access governance controls.
• Ensure adherence to IAM policies, controls, and security best practices.

Documentation & Continuous Improvement:

• Maintain operational procedures, knowledge articles, runbooks, and support documentation.
• Identify recurring issues and recommend process improvements and automation opportunities.
• Contribute to continuous service improvement initiatives across IAM operations.

Technical Skills & Qualifications:

Required Experience:

• 5-8 years of experience in Identity & Access Management (IAM).
• Hands-on experience supporting SailPoint IdentityIQ (IIQ) in a production environment.
• Strong understanding of identity lifecycle management, access governance, role-based access control (RBAC), and provisioning concepts.
• Experience supporting JML and access certification processes.
• Knowledge of incident management, problem management, and change management practices.

Working Knowledge Of:

• Active Directory and Azure AD
• LDAP fundamentals
• SQL
• REST APIs
• XML/JSON
• Java-based applications and log analysis (including Tomcat logs)
• SailPoint workflows, certifications, and provisioning processes
• Bean Shell scripting (basic troubleshooting and support)

Work Environment & Requirements:

• Willingness to work in rotational shifts.
• Participation in on-call support rotation for critical incidents.
• Availability to support planned maintenance and release activities outside standard business hours when required.
• Ability to collaborate effectively with global teams and stakeholders.

AI-First Mindset:

At Zurich, we are building an AI-first Global Capability Center (GCC) where every role is designed to leverage AI from day one. Team members are expected to embrace AI-enabled ways of working to continuously improve efficiency, innovation, productivity, and business value delivery.

Soft Skills:

• Strong analytical and problem-solving abilities.
• Excellent communication and stakeholder management skills.
• Strong customer-service orientation.
• Ability to work independently and collaboratively in a fast-paced environment.
• Commitment to operational excellence and continuous improvement.