Key skills
IdentityAccess Management (IAM)SaviyntSailpointOIMISIMSQLDatabase operationsScriptingShell scriptingJavascriptPythonGroovyREST web servicesSOAP web servicesPostmanLinuxUnixWindowsSingle Sign-On (SSO) integrationPrivileged Access Management (PAM)CyberArkBeyondtrustTicketing toolsFreshdeskServicenowJIRARemedyCloud platformsAWSAzureJavaJ2EEMonitoringautomation platformsDatadogPrometheusGrafanaRunDeckApplication Performance Monitoring (APM)Site Reliability Engineering (SRE)JavaScriptShellKubernetesIAMIdentity ManagementSSOServiceNowJiraCommunicationAccount Management
About this role
Saviynt is an identity authority platform built to power and protect the world at work. The Sr Support Engineer will help scale, support, and operate its leading converged identity Governance and Cloud Privilege Account Management cloud platform, focusing on triaging and resolving technical issues while ensuring service level agreements are met.
Responsibilities:
- Identify, debug and troubleshoot break fix issues and take it to a resolution
- Respond and resolve issues within agreed service levels
- Work closely with Engineering and DevSecOps teams for activities related to supporting the IAM and CPAM service offerings
- Communicate with end users/businesses to explain the issue(s) and resolution. Provide technical analysis for the production incidents, resolution, and root cause analysis for the incidents
- Publish knowledge articles for the incidents and service requests, prepare technical documents for the standard operating procedures
Requirements:
- 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
- Extensive experience in database operations & SQL
- Strong hands-on experience with Scripting (ex. Shell, Javascript, Python, Groovy)
- Knowledge and experience in invoking REST/SOAP web services using tools such as Postman
- Basic knowledge of operating systems such as Linux, Unix & windows
- Prior experience integrating with any SSO providers
- Experience working with global Customers and strong customer focus
- Excellent written and verbal communication skills
- Bachelor's/equivalent in Engineering
- 5+ years of industry experience in design, development, customization, configuration, deployment preferably in any Identity Management and Governance products
- Experience in one of the public cloud platforms - AWS or Azure
- Passionate about operating and scaling cloud services per the expected SLA and constantly looking into data for operational insights
- Knowledge of Java/J2EE and SQL
- Experience with ticketing systems, monitoring and automation platforms ex: Freshdesk, Datadog, Prometheus, Grafana, RunDeck
- Understanding of SLAs and the importance of being within SLAs
- Domain knowledge in Privileged Access Management (PAM)
- Hand-on experience in PAM products like CyberArk, Beyondtrust
- Experience with any ticketing tools such as Freshdesk, Servicenow, JIRA, Remedy, etc is preferred
- Hands-on experience in internals of cloud components (ex. Public Cloud, Containers, Kubernetes, Applications, APIs)
- Strong understanding of Cloud offerings - AWS or Azure preferred
- Knowledge of Application Performance Monitoring (APM) and Site Reliability Engineering(SRE)