Vice President, Support Operations
Bengaluru
Support – Customer Support /
Full-Time /
On-site
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 SaaS Operations team is accountable to run SaaS platform & software built on leading edge technologies. We focus on operations 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. Candidates will be responsible for shaping the future operational architecture and infrastructure necessary to operate & support multi-tenant, microservices based SaaS. At the same time, you will also be responsible for maturing our existing incident and problem management processes to achieve the highest level of Customer Satisfaction. The candidate would have demonstrated strong technical and organizational skills with managing large SaaS cloud operations & support. They should have the ability to influence decision making processes and work with the Sr Leadership team.
Responsibilities
- Responsible for managing the SaaS operations and support for our global customers
- Build operations and support playbooks which can be consumed across the global SaaS organization for triaging, recovering, root cause analysis and overall problem management
- Own automation for SaaS operations using infrastructure-as-a-code paradigm. 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.
- Recruit, manage and motivate a strong SaaS Operations team to operate best-in-class service offerings for Saviynt customers.
- Work closely with the architecture and security teams to define and implement enterprise grade operations and support practices.
Qualifications
- 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 support 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.
