Saviynt’s Enterprise Identity Cloud helps modern enterprises scale cloud initiatives and solvethe toughest security and compliance challenges in record time. The company brings togetheridentity governance (IGA), granular application access, cloud security, and privileged access(PAM) to secure the entire business ecosystem and provide a frictionless user experience. Theworld’s largest brands trust Saviynt to accelerate digital transformation, empower distributedworkforces, and meet continuous compliance.
Designation: IAM Manager, Support OperationsLocation: Atlanta, GA (USA)Department: Cloud services Operations & Engineering
The Cloud Services Operations Leader will manage the entire lifecycle of customerincidents, problems and change management through an agreed upon metrics andoperating procedure incorporating our customers’ business issues and service levelagreements as key drivers. Operational metrics is the only evidence that drives ourapproach to meeting higher levels of customer satisfaction and providing a world classSaviynt cloud services experience. We strive to continuously improve as informed byoperational 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 / metricsImplement and manage the effectiveness of Incident, Service Request, Change and Problem management processes for the services area including driving process improvementsProvide daily/weekly report for overall health of the cloud platform and effectiveness of automation, monitoring for incident prevention and resolutionResponsible for the maintenance of system configurations and process documentation, operating procedures, and infrastructure support documentationWork closely with business teams and DevSecOps teams on for activities related to supporting the Saviynt cloud service offeringsAct as primary interface to customers during issues, critical situations and on-going deploymentsBe curious and always find a better way to solve issues, and prevent issues from reoccurring.WHAT YOU BRING:Bachelor’s/equivalent in EngineeringExcellent communication skills, customer handling skills, including issue tracking, triaging, and crisis managementExperience in a customer-facing role within a SaaS organization.Strong knowledge of cloud architecture as well as on-premise IT landscapeExtensive experience in consulting and implementation of IT systems, cloud service and/or identity management.Knowledge of security and compliance requirementsStrong knowledge of ITIL processes, SLAs Ability to understand and explain technical issues with business perspectiveExperience 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 plusExperience in any ticketing tools, automation tools Experience in 3 tier architecture and network architectureKnowledge of Application Performance Monitoring – any monitoring toolsTools: Jira, ticketing tools such as Salesforce, FreshdeskKubernetes, container technology (ex-Docker, others)Understanding of SSL Certificates and SSO technologies$110,000 - $130,000 a yearWe offer you a competitive total rewards package, learning and tremendous opportunities to grow and advance in your career. The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Saviynt, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $110,000 to $130,000 annually.
You may also be eligible to participate in a Saviynt discretionary bonus plan, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.Saviynt is an amazing place to work. We are a high-growth, cloud software company withphenomenal people, that is building the most innovative identity platform in theworld. Your time at Saviynt will be worthwhile. You will experience tremendous growthand learning while being part of something you are helping to define and build from theground up. Through challenging yet rewarding work, you will be able to directly impactour clients, all within a welcoming and positive work environment. If you're resilient andenjoy working in a dynamic high-growth environment you belong with us!