Engineer/Senior Engineer, Support Operations - IGA

Saviynt Labs

This opportunity is in the Saviynt Labs organization. We design, build and run the leading Enterprise Identity solutions. Our product teams innovate industry leading solutions. The engineering teams design, build and run SaaS software built on leading edge technologies. We focus on engineering 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.

WHAT YOU WILL BE DOING

• Customer Communication
• Communicate with end users/businesses to explain the issue(s) and solutions for implementation and break fix related questions.
• Drive Customer Satisfaction through timely & quality communication.
• Troubleshooting Skills 
• Troubleshooting of customer reported incidents and system alerts.
• Identify, debug and troubleshoot break fix issues and take it to a resolution.
• Provide technical analysis for incidents, resolution, and root cause analysis for the incidents.
• Respond and resolve issues within agreed service levels.
• Collaboration & Knowledge Sharing
• Publish knowledge articles for the incidents and service requests, prepare technical documents for the standard operating procedures.
• Domain
• Work closely with Internal Saviynt Labs Teams for activities related to supporting the IAM and CPAM service offerings.
• KPIs - Customer Satisfaction, Ticket & Resolution Quality, Productivity

WHAT YOU BRING

• Years of experience: 5+ Years in implementing various IGA solutions.
• Strong 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.
• Knowledge and experience in invoking REST/SOAP web services using tools such as Postman.
• Database: Extensive experience in database operations & SQL.
• Strong hands-on experience with Scripting (ex. Shell, JavaScript, Python, Groovy) Basic knowledge of operating systems such as Linux, Unix & windows.
• Prior experience integrating with any SSO providers.
• Experience working with Support Tools such as Ticketing tools (Freshservice), JIRA, Confluence etc.
• Keywords: Cloud, Java, Scripting, Linux, SQL