**Job Description:** **This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered.** **About The Company:** AT&T is a large telecommunications company dedicated to delivering innovative communications solutions. We value collaboration, continuous learning, and high-quality engineering practices. Join us to make an impact and grow your career with a dynamic team. **About the Job:** Provide advanced (Tier 3) operations and production support for SailPoint IdentityIQ, serving as the escalation point for complex, high-impact issues that require deep platform expertise—such as provisioning failures, aggregation errors, workflow breakdowns, and connector/API connectivity problems. Ensure reliable identity lifecycle processing and entitlement governance across integrated applications by performing debug-level troubleshooting, root cause analysis, and coordinated restoration activities. Partner closely with engineering, product, security, and compliance stakeholders to drive operational stability, improve monitoring, runbooks, and standard operating procedures, and ensure release readiness, production cutovers, and change governance are executed safely. Support Azure-connected services (e.g., KeyVault, logging/analytics, SFTP, containerized environments) and participate in incident, problem, and change management to protect access integrity and meet audit requirements. **Key Roles and Responsibilities:** IdentityIQ Operations & Production Support + Provide Tier 3 operational support for SailPoint IdentityIQ; diagnose complex issues involving provisioning, aggregation, workflow failures, and connectivity. + Monitor and manage Identity Refresh, Aggregation Tasks, NCD triggers, Delegation‑on‑Mover events, and application‑specific lifecycle tasks. + Troubleshoot and resolve failures including task result corruption, incomplete workflow cases, provisioning “stucks,” leaver/mover issues, and API errors. + Perform debug-level analysis to identify root causes and validate expected system behavior. Application & Entitlement Governance + Manage and validate Application Owner Workgroups, Entitlement Owner Workgroups, SOX attributes, requestable flags, and elevated access configurations. + Partner with onboarding teams to validate entitlement catalog accuracy and metadata (PCI, CPNI, business criticality, SOX flags). + Execute workgroup aggregation, AD account/group full aggregation, and entitlement import workflows across environments. Deployment Planning & Release Readiness + Lead/participate in MOP (Method of Procedure) development, deployment rehearsals, and production cutover planning. + Validate deployment scripts, environment readiness, rollback steps, and dependency alignment with engineering and product teams. + Conduct stage testing and verification of fixes, patches, and E‑fixes prior to production release. Cross‑Functional Collaboration & Leadership + Collaborate with engineering, product managers, developers, testers, and security leadership to improve stability and functionality. + Communicate with business stakeholders, compliance teams, and cross‑application owners to resolve blockers and drive outcomes. + Mentor operations team members; contribute to onboarding documentation and maintain operational SOPs. Process Optimization & Continuous Improvement + Create and enhance SOPs, runbooks, wikis, operational checklists, and repeatable procedures. + Propose and validate new features (e.g., enhanced access reports, filtering options, monitoring improvements) in partnership with engineering/product teams. + Identify systemic issues and recommend optimizations for performance, task scheduling, and account/entitlement workflows. Incident, Change, & Compliance Management + Own operational incidents across onboarded applications; document worknotes, root causes, mitigations, and follow-ups. + Ensure adherence to audit expectations and change governance (CI/CD controls, change windows, post-deployment validation). + Support ServiceNow processes including incident updates, request fulfillment, CR creation, and post‑deployment validation. Azure & Infrastructure Support Activities + Work with Azure services including KeyVault, SFTP configurations, Log Analytics, and containerized environments. + Troubleshoot API failures, encryption/credential issues, credential rotations, and environment connectivity problems. **Job Contribution** An experienced operations professional recognized for deep expertise in SailPoint IdentityIQ production support and governance. Resolves complex identity lifecycle and provisioning issues, leads deployment readiness efforts, and improves operational rigor through documentation, monitoring, and process optimization. Regularly influences cross-team decisions, mentors peers, and supports audit-aligned operations for multiple integrated applications and systems. **Education/Experience:** + Bachelor’s degree in Computer Science, Information Technology, Cybersecurity, or a related field (or equivalent practical experience). + Typically requires 5+ years of experience in IAM operations, application operations, or identity governance administration/support. + Preferred SailPoint certifications: Identityt Security Engineer, IdentityIQ Associate, IdentityIQ Engineer + Preferred SailPoint Knowledge Credentials: Identity Security Leader, Identity Security Professional, Identity Security Expert **What you’ll do:** + Own Tier 3 production support for SailPoint IdentityIQ and integrated applications, focusing on provisioning health, aggregations, workflows, and identity lifecycle stability. + Drive operational excellence through monitoring, incident management, change readiness, and continuous improvements to SOPs and runbooks. + Partner with engineering, product, and compliance stakeholders to ensure releases are safe, compliant, and predictable. + Support entitlement governance and metadata accuracy to strengthen audit posture and access integrity. **What you’ll need:** + Strong hands-on experience with SailPoint IdentityIQ operations: workflows, aggregations, tasks, troubleshooting, and debug-level analysis. + Experience supporting identity lifecycle processes (joiner/mover/leaver), provisioning, and connectivity troubleshooting. + Working knowledge of Active Directory integrations and entitlement data flows. + Experience with ServiceNow processes (INC/RITM/CHG lifecycle) and production operational rigor. + Ability to lead/execute MOPs, release readiness testing, and post-deployment validation. + Strong communication skills across engineering, business stakeholders, and leadership; ability to drive work to completion. **What you'll bring:** + Azure operational experience: KeyVault, Log Analytics / LA Workspace, containers, SFTP patterns. + SQL/database troubleshooting experience (querying, validation, and root-cause support). + Familiarity with IAM governance controls including SOX attributes, elevated access patterns, and compliance metadata tagging (e.g., PCI/CPNI). + Experience creating runbooks, SOPs, and monitoring/alerting improvements for production environments. High‑Level Impact + Improves reliability of SailPoint IdentityIQ operations through proactive monitoring and early identification of systemic issues. + Reduces deployment risk and outage windows through disciplined MOPs, rehearsals, and release validation. + Strengthens governance and audit posture by maintaining accurate workgroup ownership and compliance metadata. + Enables smoother onboarding and operational continuity through well-maintained documentation and mentorship. **Supervisor:** No Our Lead Cybersecurity, earns between $141,300-$211,900 USD Annual, not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training. **Joining our team comes with amazing perks and benefits:** + Medical/Dental/Vision coverage + 401(k) plan + Tuition reimbursement program + Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays) + Paid Parental Leave + Paid Caregiver Leave + Additional sick leave beyond what state and local law require may be available but is unprotected. + Adoption Reimbursement + Disability Benefits (short term and long term) + Life and Accidental Death Insurance + Supplemental benefit programs: critical illness/accident hospital indemnity/group legal + Employee Assistance Programs (EAP) + Extensive employee wellness programs + Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone. AT&T is leading the way to the future – for customers, businesses, and the industry. We're developing new technologies to make it easier for our customers to stay connected to their world. Together, we’ve built a premier integrated communications and entertainment company and an amazing place to work and grow. Team up with industry innovators every time you walk into work, creating the world you always imagined. **\#LI-Onsite – Full-time office role-** **Ready to join our team? Apply today.** **Weekly Hours:** 40 **Time Type:** Regular **Location:** USA:NC:Charlotte / Ibm Dr - Adm:8505 Ibm Dr **Salary Range:** $141,300.00 - $211,900.00 It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made. AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, state and local laws We expect employees to be honest, trustworthy, and operate with integrity. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status