- Flexible work arrangements
- Medical, Dental, Vision, and Life Insurance
- 401K
- Unlimited Vacation
- Sick pay
- Daily catered lunches and healthy snacks at office
- Team Socials
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Engineer, Federal IGA/IAM Support Operations - Atlanta, United States - Saviynt
Description
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.
As an L2 operations engineer, the primary responsibility will be to triage, update incident tickets, and resolve technical issues through debugging, research, and investigation.
WHAT YOU WILL DO
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
WHAT YOU BRING
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
We are a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work.
You will experience tremendous growth and learning opportunities through challenging yet rewarding work which directly impacts our customers, all within a welcoming and positive work environment.
If you're resilient and enjoy working in a dynamic environment you belong with usSaviynt is an equal opportunity employer and we welcome everyone to our team.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
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