Sr. Engineer, IAM/IGA Support - Federal Operations

Saviynt • El Segundo, CA

308d • $95,000 - $130,000

About The Position

Saviynt has an exciting opening for our Support team. As operations senior engineer, the primary responsibility will be to triage, update incident tickets, and resolve technical issues through debugging research, and investigation for Saviynt's Federal practice to defense and civilian customers.

Requirements

• U.S. Citizenship: Applicants must be United States citizens.
• 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 in design, development, customization, configuration, and deployment
• 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 that covers new functionality, while keeping an eye on all other aspects that ensure full testing coverage
• 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
• 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

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 for the service area
• 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 on emerging technology, processes, or level up new hires
• 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

Benefits

• Flexible work arrangements
• Medical, Dental, Vision, and Life Insurance
• 401K
• Unlimited Vacation
• Sick pay
• Daily catered lunches and healthy snacks at offices
• Team Socials

What This Job Offers

• Industry: Publishing Industries
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees