Jobs and Careers
SA
Senior Director, Platform Support
SaviyntRemote US, United StatesRemotefull_timeVerifiedPosted 8 Oct 2024
About the role
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.
We are looking for a Seasoned Director/Senior Director to lead our platform support team.The role reports to the Overall Leader for Platform Support and is responsible fortroubleshooting platform issues, monitoring improvements, and identifying the root causesof platform stability issues. The Senior Director/Director will be responsible for managingand mentoring Platform Support team that is responsible for managing and maintainingSaviynt’s Unified Solution platform across AWS and Azure cloud environment. Thisindividual will also be responsible for driving operational excellence, quality improvementswithin the organization with well-defined processes, metrics, and goals for process quality.
You will have the unique opportunity to lead our strategic initiatives and drive continuousimprovement on existing programs. Your scope will include finding operational gaps whichneed immediate fixing to provide a better experience for our customers.
This function will collaborate with internal teams such as Cloud Engineering, Productengineering, Technical excellence teams to ensure Customer commitments are metresulting in increased customer satisfaction. You will partner with our regional supportDelivery teams in ensuring our customer platform service requests are responded withinSLA. You will manage a distributed team of folks to provide 24 x 7 support on Platformreported issues.
We are looking for a Seasoned Director/Senior Director to lead our platform support team.The role reports to the Overall Leader for Platform Support and is responsible fortroubleshooting platform issues, monitoring improvements, and identifying the root causesof platform stability issues. The Senior Director/Director will be responsible for managingand mentoring Platform Support team that is responsible for managing and maintainingSaviynt’s Unified Solution platform across AWS and Azure cloud environment. Thisindividual will also be responsible for driving operational excellence, quality improvementswithin the organization with well-defined processes, metrics, and goals for process quality.
You will have the unique opportunity to lead our strategic initiatives and drive continuousimprovement on existing programs. Your scope will include finding operational gaps whichneed immediate fixing to provide a better experience for our customers.
This function will collaborate with internal teams such as Cloud Engineering, Productengineering, Technical excellence teams to ensure Customer commitments are metresulting in increased customer satisfaction. You will partner with our regional supportDelivery teams in ensuring our customer platform service requests are responded withinSLA. You will manage a distributed team of folks to provide 24 x 7 support on Platformreported issues.
WHAT YOU WILL BE DOING
- Developing and implementing Standard Operating Procedures and processes for the Platform Support Organization.
- Ensure all Service requests from Customers meet Customer SLA/OLA based on logged severity. These include IP routing, DNS resolution, any infrastructure configuration changes, Database, Elastic search, and Microservice specifications.
- Work collaboratively with regional support teams to optimize Customer Database access and management.
- Forecast and schedule team based on volumes and trends to ensure service levels and Customer KPIs are met.
- Monitor and report on all KPIs, Metrics reporting to executives on a Weekly/monthly basis for Platform support.
- Provide guidance to the team on performance issues and best practices to meet the customer use cases. Coordinate with product team in the architectural design process and provide feedback to enhance the product features/add new functionalities. This requires in depth of knowledge of memory and thread management in JAVA applications, expertise in APM tools and analytical skills to review the various metrics (like memory, CPU, thread, connections, storage usage).
- Review the performance of the platform, implementation of guardrails & guide rails and capacity planning/guidance.
- Build and maintain the platform operations related Procedures and policies, define
- Key Performance Indicators (KPIs), and contribute to and enhance security policies and procedures for Cloud Services.
- Monitor system stability and performance and ensure system availability, reliability, and usability using cloud provider monitoring tools like cloud watch alarms or third-party tools like DataDog.
- Coordinate and execute Disaster Recovery for Customers working internally to ensure there is seamless availability. Develop and implement customer specific business continuity protocols to minimize disruption to business operations (Disaster
- Recovery). Ensure to achieve the best possible RTO & RPO.
- Writing shell scripts, code snippets and use of APIs to connect to the Cloud systems, execute enhanced monitoring and build out a resilient and real-time alerting Cloud Network architecture.
- Identify key Volume drivers for the logged service requests and work internally with
- Cloud engineering and Product engineering to deflect these issues.
- Participate as a stakeholder with internal teams on various projects, tool implementation and Partner with various teams to ensure operational efficiency.
- Drive Root Cause Analysis with technology partners, post incident resolution and facilitate RCA reviews with internal and external stakeholders. Identify per
Apply for this role
Generate a tailored application kit with a matched cover letter, interview prep, and CV highlights — in under 60 seconds.
Apply Now →Generate Application KitFree account required — sign up in 30s