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Technical Lead, 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.

Job Description

Saviynt’s Enterprise Identity Cloud(EIC) 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.

Saviynt is looking for a Technical Support Lead / L3 support engineer to help support and

maintain its EIC solution based on customer requirements. As a Lead/L3 Support engineer, the

primary responsibility will be to triage, update incident tickets, and resolve technical issues

through debugging research, and investigation.

Employment Type: Full Time(On-Site)

Office Location: Bengaluru, India

Responsibilities:

● Provide L3 support. Resolve technical issues through debugging, research, and

investigation

● Comply and act on incidents withing the agreed SLAs

● Provide technical oversighths on P1/SEV1 Incdidents

● Identify and report documentation gaps with intent to improve self service capabilities for

customer and partners

● Review and provide technical sign off on root cause analysis for production incidents

● Provide daily/weekly reports for ticket status

● Communicate with end users/business to explain the issue(s) and resolution. Provide

technical analysis for the production incidents, resolution, and root cause analysis for the

incidents

● Monitor and assist in change management

● Publish knowledge articles for the incidents and service requests, prepare technical

documents for the standard operating procedures

● Host workshops in order to enable L1, L2 engineers and New hires

Qualifications:

● 3+ Years of experience in IAM domain. Identity and Access Management domain

knowledge is mandatory

● Experience on any of the IAM tools like Saviynt, OIM, Sailpoint etc is preferred

● Experience with any ticketing tools such as Freshdesk, Servicenow, JIRA, Remedy, etc

is preferred

● Experience with log analysis using tools such as Observe, Splunk, Loggly etc.

● Ability write and read complex MySQL/SQL queries that will be used to troubleshoot

incidents

● Knowledge and experience in invoking REST/SOAP webservices using tools such as

Postman

● Knowledge and experience on modules such as Identiy Administration/lifecycle,

Analytics, Segregation of Duties(SOD), Role based Access Controls(RBAC),

Certifications/Access-revalidation, Connectors

● Knowledge of Kubernetes(Micro Services), Catapult deployments in both AWS/Azure.

● Bachelor’s in computer science and engineering or equivalent degree in Engineering

● Basic knowledge in operating systems such as Linux, Unix & windows

● Strong debugging skillset with the ability to think on your feet and thrive in a fast-paced,

high-energy environment

● Ability to work independently, adapt quickly, and maintain a positive attitude.

● Excellent verbal and written communication skills

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!

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