Operations Manager, Customer Support

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.

WHAT YOU WILL BE DOING

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The Cloud Services Operations Leader will manage the entire lifecycle of customer incidents, problems and change management through an agreed upon metrics and operating procedure incorporating our customers’ business issues and service level agreements as key drivers. Operational metrics is the only evidence that drives our approach to meeting higher levels of customer satisfaction and providing a world class Saviynt cloud services experience. We strive to continuously improve as informed by operational metrics and be proactive with everything we do for our customers.

• Always seek to make sure our customers are well informed of our SLAs, SOPs and the continuous improvements being made to our incident/problem management areas based on analytics on operational data / metrics
• Implement and manage the effectiveness of Incident, Service Request, Change and Problem management processes for the services area including driving process improvements
• 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 Saviynt cloud service offerings
• Act as primary interface to customers during issues, critical situations and on-going deployments
• Be curious and always find a better way to solve issues, and prevent issues from reoccurring.

WHAT YOU BRING

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Must Have:
• Bachelor’s/equivalent in Engineering
• Excellent communication skills, customer handling skills, including issue tracking, triaging, and crisis management
• Experience in a customer-facing role within a SaaS organization.
• Strong knowledge of cloud architecture as well as on-premise IT landscape
• Extensive experience in consulting and implementation of IT systems , cloud service and/or identity management.
• Knowledge of security and compliance requirements
• Strong knowledge of ITIL processes, SLAs
• Ability to understand and explain technical issues with business perspective
• Experience in Process Improvement, Decision Making, Managing Processes,
• Planning, Analyzing Information, Developing Standards, Service Excellence

Good to have:
• Identity and Access Management domain knowledge.
• ITIL Certification
• AWS or other public cloud deployment knowledge a plus
• Experience in any ticketing tools, automation tools
• Experience in 3 tier architecture and network architecture
• Knowledge of Application Performance Monitoring – any monitoring tools
• Tools: Jira, ticketing tools such as Salesforce, Freshdesk
• Kubernetes, container technology (ex Docker, others)
• Understanding of SSL Certificates and SSO technologies

We offer you a competitive total rewards package, learning and tremendous opportunities to grow and advance in your career. At Saviynt, it is not typical for an individual to be hired at or near the top of the range for their role and final compensation decisions are dependent on many factors including, but are not limited to location; skill sets; experience and training; licensure and certifications; and other relevant business and organizational needs. A reasonable estimate of the current range is $115,000 - $125,000 annually.
You may also be eligible to participate in a Saviynt discretionary bonus plan, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.
If required for this role, you will:Complete security & privacy literacy and awareness training during onboarding and annually thereafterReview (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures such as (but not limited to):
> Data Classification, Retention & Handling Policy> Incident Response Policy/Procedures> Business Continuity/Disaster Recovery Policy/Procedures> Mobile Device Policy> Account Management Policy> Access Control Policy> Personnel Security Policy> Privacy Policy
Saviynt is an amazing place to work. 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 that 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 us!
Saviynt 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.