Engineer, Support Operations

Support – Customer Support /
/ Hybrid
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.

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.  

o The Incident Response Specialist is responsible for the 7x24x365 monitoring and remedial activities in support of IT Corporate and Production Cloud Services.
o The Monitoring Specialist will provide continuous monitoring and support and perform routine activities for all systems and services.
o Knowledge of services, techniques and procedures are required, and good communication and collaboration skills are essential for consulting with users and next tier resources to determine and remediate software or system functionality, issues is also required.
o Responsibilities will include, but are not limited to ongoing monitoring, ticket creation, updates, management, escalation and notification as warranted, and participation on Incident calls as needed. Adherence to established OLA’s/SLA’s and a working knowledge of monitoring and support tools.
o Maintain a culture of continuous improvement, by providing suggestions for process improvements, providing updates to documentation, providing assistance and transfer of knowledge to peers in your area of expertise.
o Respond and assign to all tickets to pre-identified team/engineer within SLA timeline
o Resolve tickets ‘requests’ by working with Product Teams.
o Escalate: In case of specific pre-identified issue types, reach out to the respective SPOCs in the other clusters to remediate/ restore
o Provide Application Support (Linux & Database) in 24*7 Environment
o Monitor and Respond
Infra alerts
o Logs for failure patterns across customers
o Log alerts for application failures (needs to be automated so need to work with Team to finalize the way forward)
o Monitor jobs running on application. Restart/Restore the job as per original schedule in case of any failure
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!