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.
Designation: IAM Manager, Support Operations
Location: Atlanta, GA (USA)
Department: Cloud services Operations & Engineering
The Cloud Services Operations Leader will manage the entire lifecycle of customer
incidents, problems and change management through an agreed upon metrics and
operating procedure incorporating our customers’ business issues and service level
agreements as key drivers. Operational metrics is the only evidence that drives our
approach to meeting higher levels of customer satisfaction and providing a world class
Saviynt cloud services experience. We strive to continuously improve as informed by
operational metrics and be proactive with everything we do for our customers.
WHAT YOU WILL DO:
- Always seek to make sure our customers are well informed of our SLAs, SOPs and the continuous improvements being made to our incident/problem management areas based on analytics on operational data / metrics
- Implement and manage the effectiveness of Incident, Service Request, Change and Problem management processes for the services area including driving process improvements
- Provide daily/weekly report for overall health of the cloud platform and effectiveness of automation, monitoring for incident prevention and resolution
- Responsible for the maintenance of system configurations and process documentation, operating procedures, and infrastructure support documentation
- Work closely with business teams and DevSecOps teams on for activities related to supporting the Saviynt cloud service offerings
- Act as primary interface to customers during issues, critical situations and on-going deployments
- Be curious and always find a better way to solve issues, and prevent issues from reoccurring.
WHAT YOU BRING:
- Bachelor’s/equivalent in Engineering
- Excellent communication skills, customer handling skills, including issue tracking, triaging, and crisis management
- Experience in a customer-facing role within a SaaS organization.
- Strong knowledge of cloud architecture as well as on-premise IT landscape
- Extensive experience in consulting and implementation of IT systems, cloud service and/or identity management.
- Knowledge of security and compliance requirements
- Strong knowledge of ITIL processes, SLAs
- Ability to understand and explain technical issues with business perspective
- Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards, Service Excellence
Good to have:
- Identity and Access Management domain knowledge.
- ITIL Certification
- AWS or other public cloud deployment knowledge a plus
- Experience in any ticketing tools, automation tools
- Experience in 3 tier architecture and network architecture
- Knowledge of Application Performance Monitoring – any monitoring tools
- Tools: Jira, ticketing tools such as Salesforce, Freshdesk
- Kubernetes, container technology (ex-Docker, others)
- Understanding of SSL Certificates and SSO technologies
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!
