Senior Engineer, Iga/Iam Support Operations

Saviynt's Enterprise Identity Cloud helps modern enterprises scale cloud initiatives and solve the toughest security and compliance challenges in record time. The company brings together identity governance (IGA), granular application access, cloud security, and privileged access (PAM) to secure the entire business ecosystem and provide a frictionless user experience. The world's largest brands trust Saviynt to accelerate digital transformation, empower distributed workforces, and meet continuous compliance.

As an operations Senior Engineer, the primary responsibility will be to triage, update incident tickets, and resolve technical issues through debugging, research, and investigation. Provide Level 3 support for our clients.

Responsabilities

• Resolve technical issues through debugging, research, and investigation
• Provide support for the system within agreed service levels
• Manage the effectiveness of Incident, Service Request, Change, and Problem management processes for the service area
• Provide technical oversight on P1/SEV1 incidents
• Provide ongoing communication of ticket status per SLA
• Attend customer facing status calls daily/weekly, when appropriate
• Train, mentor, and host workshops for engineers on emerging technology, processes or level up new hires
• Responsible for the maintenance of system configurations and process documentation, operating procedures, and infrastructure support documentation
• Help with operations after go-live, ensuring SLAs are adhered to and met
• Work closely with business, Engineering, Infrastructure/DevOps and Security teams on activities related to supporting the IAM service offerings
• Follow approved life cycle methodologies
• Create knowledge documentation for testing, troubleshooting, mitigation, and resolution

Qualifications

• Bachelor's or equivalent experience in Engineering or CIS/Cyber Security/IT field
• 4-5 years of customer facing Technical Support OR 3-4 years of industry experience in administration of Identity Management and Governance products in design, development, customization, configuration, and deployment
• 1-2 years as a technical lead and mentor or trainer
• Experience with ticketing tools such as Freshdesk, ServiceNow, JIRA, Remedy, etc
• Experience with log analysis using tools such as Observe, Splunk, Loggly, etc
• Understanding of SLAs and the importance of meeting SLAs
• Ability to provide 24/7 on-call support as an SME (on a rotational basis)
• Experience with documentation of policies and procedures as well as KCS principles and/or KM discipline
• Ability write and read complex MySQL/SQL queries that will be used to troubleshoot incidents
• Knowledge and experience in invoking REST/SOAP webservices using tools such as Postman
• Experience with cloud platforms (AWS, Azure) and use of Elasticsearch
• Knowledge of Java/J2EE
• Experience in Unix Shell/Perl scripting
• Knowledge of Microservices (Kubernetes or Spring Cloud)
• Knowledge of and experience with cloud monitoring (Datadog, Dynatrace, etc) or similar industry technologies is preferred


• Ability to excel in a team-oriented, project-based work environment
• Strong critical thinking skills, and the ability to think on your feet, adapt and overcome
• Strong interpersonal and business communication skills
• Must be able to thrive in a fast-paced, high energy environment
• Ability to dissect requirements into usable test cases and a test plan that covers new functionality, while keeping an eye on all other aspects that ensure full testing coverage

$100,000 - $125,000 a year

We offer you a competitive total rewards package, learning and tremendous opportunities to grow and advance in your career. The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Saviynt, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $100,000 to $125,000 annually.

You may also be eligible to participate in a Saviynt discretionary bonus plan, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

Flexible work arrangements

  Medical, Dental, Vision, and Life Insurance

401K

Unlimited Vacation

Sick pay

Daily catered lunches and healthy snacks at offices

Team Socials

Saviynt is an amazing place to work. We are a high-growth, cloud software company with phenomenal people, that is building the most innovative identity platform in the world. Your time at Saviynt will be worthwhile. You will experience tremendous growth and learning while being part of something you are helping to define and build from the ground up. Through challenging yet rewarding work, you will be able to directly impact our clients, all within a welcoming and positive work environment. If you're resilient and enjoy working in a dynamic high-growth environment you belong with us!