Sr. Engineer, IAM Support - Federal Operations

May 17

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Saviynt

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The #1 Converged Identity Platform with Intelligent Access Governance for Employees, Third Parties & Machines.

Data Access Governance • SoD Monitoring & Remediation • Continuous Controls Monitoring • RBAC / ABAC Policy Management • Infrastructure Access Security

501 - 1000

💰 $130M Private Equity Round on 2021-09

Description

• Triage, update incident tickets, and resolve technical issues through debugging research, and investigation for Saviynt's Federal practice to defense and civilian customers

Requirements

• 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

Benefits

• 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