The Role
Manage global customer support for a large-scale SaaS identity platform: build triage and recovery playbooks, own automation and availability, define and meet SLA KPIs, implement monitoring and alerting, collaborate with product/engineering, and drive regional support performance and customer relationships.
Summary Generated by Built In
Saviynt's AI-powered identity platform manages and governs human and non-human access to all of an organization's applications, data, and business processes. Customers trust Saviynt to safeguard their digital assets, drive operational efficiency, and reduce compliance costs. Built for the AI age, Saviynt is today helping organizations safely accelerate their deployment and usage of AI. Saviynt is recognized as the leader in identity security, with solutions that protect and empower the world’s leading brands, Fortune 500 companies and government institutions. For more information, please visit www.saviynt.com.
WHAT YOU WILL BE DOING:
● Responsible for managing the support for our global customers
● Build support playbooks which can be consumed across the global support organization for triaging, recovering, root cause analysis and overall problem management
● Own automation for global support. Responsible for building and managing
services availability, performance, and scalability in customer environments to achieve customer defined SLAs
● Define, measure and meet KPIs to meet customer defined SLAs: ensure uptime and performance, create predictive alerting, monitoring dashboards and resolution playbooks for handling anticipated issues.
● Collaborate with product and engineering stakeholders to ensure high-quality products are developed and operated in production.
● Work closely with customers, understand their overall business, needs and prioritize support activities in accordance with customer business needs
● Should have good understanding of IAM concepts and be able to articulate the business requirements and impacts to product team
● Should have solid experience in managing the customer relationship and sentiment
● Will be responsible for overall region’s all KPI’s and driving success for the regional support team
● Work closely with the architecture and security teams to define and implement enterprise grade operations and support practices
● Build support playbooks which can be consumed across the global support organization for triaging, recovering, root cause analysis and overall problem management
● Own automation for global support. Responsible for building and managing
services availability, performance, and scalability in customer environments to achieve customer defined SLAs
● Define, measure and meet KPIs to meet customer defined SLAs: ensure uptime and performance, create predictive alerting, monitoring dashboards and resolution playbooks for handling anticipated issues.
● Collaborate with product and engineering stakeholders to ensure high-quality products are developed and operated in production.
● Work closely with customers, understand their overall business, needs and prioritize support activities in accordance with customer business needs
● Should have good understanding of IAM concepts and be able to articulate the business requirements and impacts to product team
● Should have solid experience in managing the customer relationship and sentiment
● Will be responsible for overall region’s all KPI’s and driving success for the regional support team
● Work closely with the architecture and security teams to define and implement enterprise grade operations and support practices
WHAT YOU BRING:
● BA/BS degree in Computer Science/engineering or related field
● 10+ years of hands-on technical experience along with strong management and communication skills
● Deep understanding and experience working with modern Cloud Service
Providers i.e. Microsoft Azure, AWS OR Google Cloud.
● Experience operating and supporting a large scale SaaS platform, and applications footprint
● Experience running a world class Operations organization and managed on-call 24x7 rotation teams, to serve global customers
● Experience building, scaling & monitoring infrastructure needed for SaaS based application and services.
● Experience in creating a strong and passionate operations & support culture that is customer focused and quality driven.
● Proficiency with log monitoring & analytics tools – Datadog, Dynatrace, Pagerduty, ELK stacks etc.
● Prior experience working in a globally distributed organization
● 10+ years of hands-on technical experience along with strong management and communication skills
● Deep understanding and experience working with modern Cloud Service
Providers i.e. Microsoft Azure, AWS OR Google Cloud.
● Experience operating and supporting a large scale SaaS platform, and applications footprint
● Experience running a world class Operations organization and managed on-call 24x7 rotation teams, to serve global customers
● Experience building, scaling & monitoring infrastructure needed for SaaS based application and services.
● Experience in creating a strong and passionate operations & support culture that is customer focused and quality driven.
● Proficiency with log monitoring & analytics tools – Datadog, Dynatrace, Pagerduty, ELK stacks etc.
● Prior experience working in a globally distributed organization
If required for this role, you will:
- Complete security & privacy literacy and awareness training during onboarding and annually thereafter
- Review (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures such as (but not limited to):
> Data Classification, Retention & Handling Policy
> Incident Response Policy/Procedures
> Business Continuity/Disaster Recovery Policy/Procedures
> Mobile Device Policy
> Account Management Policy
> Access Control Policy
> Personnel Security Policy
> Privacy Policy
Saviynt is an amazing place to work. We are a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work. You will experience tremendous growth and learning opportunities through challenging yet rewarding work which directly impacts our customers, all within a welcoming and positive work environment. If you're resilient and enjoy working in a dynamic environment you belong with us!
Saviynt is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
Skills Required
- BA/BS degree in Computer Science, engineering, or related field
- 10+ years of hands-on technical experience with strong management and communication skills
- Deep understanding of Identity and Access Management (IAM) concepts
- Experience with modern cloud service providers (Microsoft Azure, AWS, or Google Cloud)
- Experience operating and supporting a large-scale SaaS platform and application footprint
- Experience running a world-class operations organization and managing 24x7 on-call rotation teams
- Experience building, scaling, and monitoring infrastructure for SaaS applications and services
- Proficiency with log monitoring and analytics tools (Datadog, Dynatrace, PagerDuty, ELK stacks)
- Experience managing customer relationships and customer sentiment
- Prior experience working in a globally distributed organization
Saviynt Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Saviynt and has not been reviewed or approved by Saviynt.
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Leave & Time Off Breadth — Time off is described as flexible, with policies including flexible time off and mentions of unlimited PTO. This breadth can make time away easier to take alongside company holidays.
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Wellbeing & Lifestyle Benefits — In‑office amenities such as catered food, drinks, and snacks, plus social events like birthday celebrations and team outings, are highlighted. These lifestyle perks add day‑to‑day convenience and connection.
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Career-Linked Recognition & Rewards — Employee recognition is emphasized, with programs to celebrate those who go above and beyond. Regular recognition activities are cited alongside team bonding initiatives.
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The Company
What We Do
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 to secure the entire business ecosystem and provide a frictionless user experience.
