TALENT POOL FOR FUTURE OPENINGS - SR. ENGINEER, IAM/IGA SUPPORT - FEDERAL OPERATIONS
Saviynt
Full-time
Atlanta / El Segundo, CA
$95,000 to $130,000
Posted on 3 months ago
Job Description
The operations senior engineer will be responsible for triaging, updating incident tickets, and resolving technical issues through debugging research, and investigation for Saviynt's Federal practice to defense and civilian customers.
Responsibilities
Resolve technical issues through debugging, research, and investigation
Provide support for the system within agreed service levels
Manage the effectiveness of Incident, Service Request, Change, and Problem management processes
Provide technical oversight on P1/SEV1 incidents
Provide ongoing communication of ticket status per SLA
Attend customer-facing status calls daily/weekly, when appropriate
Train, mentor, and host workshops for engineers
Responsible for the maintenance of system configurations and process documentation
Help with operations after go-live, ensuring SLAs are adhered to and met
Work closely with business, Engineering, Infrastructure/DevOps, and Security teams
Follow approved life cycle methodologies
Create knowledge documentation for testing, troubleshooting, mitigation, and resolution
Requirements
U.S. Citizenship
Bachelors 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 the administration of Identity Management and Governance products
1-2 years as a technical lead and mentor or trainer
Experience with ticketing tools such as Freshdesk, ServiceNow, JIRA, Remedy, etc
Experience with log analysis using tools such as Observe, Splunk, Loggly, 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
Ability write and read complex MySQL/SQL queries
Knowledge and experience in invoking REST/SOAP webservices using tools such as Postman
Experience with cloud platforms (AWS, Azure) and use of Elasticsearch
Experience in Unix Shell/Perl scripting
Knowledge of Microservices (Kubernetes or Spring Cloud)
Knowledge of and experience with cloud monitoring (Datadog, Dynatrace, etc) or similar