Engineer, Federal IGA/IAM Support Operations

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.
As an L2 operations engineer, the primary responsibility will be to triage, update incident tickets, and resolve technical issues through debugging, research, and investigation.

Responsabilities

• Resolve technical issues through debugging, research, and investigation
• Provide Level 2 support for the system within agreed service levels
• Manage the effectiveness of Incident, Service Request, Change, and Problem management processes for the service area
• Provide ongoing communication of ticket status per SLA
• Attend customer facing status calls daily/weekly, when appropriate
• Responsible for the maintenance of system configurations and process documentation, operating procedures, and infrastructure support documentation
• Help with operations after go-live, ensuring SLAs are adhered to and met
• Work closely with business, Engineering, Infrastructure/DevOps and Security teams on activities related to supporting the IAM service offerings
• Follow approved life cycle methodologies
• Create knowledge documentation for testing, troubleshooting, mitigation, and resolution

Qualifications

• Bachelor's or equivalent experience in Engineering or CIS/Cyber Security/IT field
• 4-5 years of customer facing Technical Support (in FedRAMP environment preferred) OR 3-4 years of industry experience in administration of Identity Management and Governance products in design, development, customization, configuration, and deployment
• Experience with ticketing systems: ServiceDesk, Remedy, etc.
• Understanding of SLAs and the importance of meeting SLAs
• Ability to provide 24/7 on-call support as an SME (on a rotational basis)
• Experience with documentation of policies and procedures as well as KCS principles and/or KM discipline
• Ability to excel in a team-oriented, project-based work environment
• Strong critical thinking skills, and the ability to think on your feet, adapt and overcome
• Strong interpersonal and business communication skills
• Must be able to thrive in a fast-paced, high energy environment
• Ability to dissect requirements into usable test cases and a test plan that covers new functionality, while keeping an eye on all other aspects that ensure full testing coverage
• Knowledge of Web Services (REST/SOAP)
• Knowledge of Java/J2EE and SQL
• Experience in Unix Shell/Perl scripting
• Experience with cloud platforms (AWS, Azure)
• Knowledge of Microservices, Kubernetes, Datadog, Elasticsearch, or similar industry technologies is preferred

Benefits• Flexible work arrangements•  Medical, Dental, Vision, and Life Insurance• 401K• Unlimited Vacation• Sick pay• Daily catered lunches and healthy snacks at offices• Team Socials
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!