Associate Principal Technical Support Engineer

Saviynt's AI-powered identity platform manages and governs human and non-human access to all of an organization's applications, data, and business processes. Customers trust Saviynt to safeguard their digital assets, drive operational efficiency, and reduce compliance costs. Built for the AI age, Saviynt is today helping organizations safely accelerate their deployment and usage of AI. Saviynt is recognized as the leader in identity security, with solutions that protect and empower the world’s leading brands, Fortune 500 companies and government institutions. For more information, please visit www.saviynt.com. WHAT YOU WILL BE DOING: Identify, debug and troubleshoot break fix issues and take it to a resolution Automate the proactive detection and prevention of SLA breaches, outages, and issues, before it impacts customers Configure observability and monitoring platforms to send actionable alerts, and create automated SOPs for such alerts Provide Level 4 support for the system within agreed service levels Implement and manage the effectiveness of Incident, Service Request, Change and Problem management processes for the services area Provide daily/weekly report for overall health of the cloud platform and effectiveness of automation, monitoring for incident prevention and resolution Responsible for the maintenance of system configurations and process documentation, operating procedures, and infrastructure support documentation Work closely with business teams and DevSecOps teams on for activities related to supporting the IAM service offerings WHAT YOU BRING: 10+ years Experience in a Software Support role. Strong understanding of Cloud offerings - AWS or Azure preferred Hands-on experience in internals of cloud components (ex. Public Cloud, Containers, Kubernetes, Applications, APIs) Database : Extensive experience in database operations & SQL Strong hands-on experience with Scripting (ex. Shell, Javascript, Python, Groovy) Experience working with global Customers and strong customer focus Excellent written and verbal communication skills Knowledge of Application Performance Monitoring (APM) and Site Reliability Engineering(SRE) Identity and Access Management domain knowledge is a preference Hands-on implementation/maintenance experience of the IGA platform is a preference IGA: Saviynt or Sailpoint or relevant Experience with SSL Certificates and SSO technologies is a preference Bachelor’s degree or an equivalent experience 10+ years of industry experience in design, development, customization, configuration, deployment of cloud platforms, automation frameworks, database systems. Experience in one of the public cloud platforms – AWS or Azure Passionate about operating and scaling cloud services per the expected SLA and constantly looking into data for operational insights Knowledge of Java/J2EE and SQL Experience with ticketing systems, monitoring and automation platforms ex: Freshdesk, Datadog, Prometheus, Grafana, RunDeck Understanding of SLAs and the importance of being within SLAs