Engineer-Support Operations

Saviynt is an identity authority platform built to power and protect the world at work. In a world of digital transformation, where organizations are faced with increasing cyber risk but cannot afford defensive measures to slow down progress, Saviynt’s Enterprise Identity Cloud gives customers unparalleled visibility, control and intelligence to better defend against threats while empowering users with right-time, right-level access to the digital technologies and tools they need to do their best work.

Saviynt Labs

This opportunity is in the Saviynt Labs organization. We design, build and run the leading Enterprise Identity solutions. Our product teams innovate industry leading solutions. The engineering teams design, build and run SaaS software built on leading edge technologies. We focus on engineering excellence and we attract the best talent in our industry. Our cloud services are built on AWS, GCP and Azure with a global presence. Our customers love what we do and work with us to build the future customer experience at scale.

WHAT YOU WILL BE DOING

• Customer Communication
• Communicate with end users/businesses to explain the issue(s) and solutions for implementation and break fix related questions.
• Drive Customer Satisfaction through timely & quality communication.
• Troubleshooting Skills 
• Troubleshooting of customer reported incidents and system alerts.
• Identify, debug and troubleshoot break fix issues and take it to a resolution.
• Provide technical analysis for incidents, resolution, and root cause analysis for the incidents.
• Respond and resolve issues within agreed service levels.
• Collaboration & Knowledge Sharing
• Publish knowledge articles for the incidents and service requests, prepare technical documents for the standard operating procedures.
• Domain
• Work closely with Internal Saviynt Labs Teams for activities related to supporting the IAM and CPAM service offerings.
• KPIs - Customer Satisfaction, Ticket & Resolution Quality, Productivity

WHAT YOU BRING

• Years of experience: 2+ Years in implementing various IGA solutions.
• Strong Domain knowledge in Identity and Access Management (IAM).
• Hands-on experience in configuring and deploying one or more IAM tools like Saviynt, SailPoint, OIM or ISIM.
• Knowledge and experience in invoking REST/SOAP web services using tools such as Postman.
• Database: Extensive experience in database operations & SQL.
• Strong hands-on experience with Scripting (ex. Shell, JavaScript, Python, Groovy) Basic knowledge of operating systems such as Linux, Unix & windows.
• Prior experience integrating with any SSO providers.
• Experience working with Support Tools such as Ticketing tools (Freshservice), JIRA, Confluence etc.
• Keywords: Cloud, Java, Scripting, Linux, SQL

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.