Engineer/Senior Engineer, Support Operations - IGA

Customer Communication

• Communicate with end users/businesses to explain the issue(s) and solutions for implementation and break fix related questions.
• Drive Customer Satisfaction through timely quality communication.
• Troubleshooting Skills
• Troubleshooting of customer reported incidents and system alerts.
• Identify, debug and troubleshoot break fix issues and take it to a resolution.
• Provide technical analysis for incidents, resolution, and root cause analysis for the incidents.
• Respond and resolve issues within agreed service levels.
• Collaboration Knowledge Sharing
• Publish knowledge articles for the incidents and service requests, prepare technical documents for the standard operating procedures.
• Domain
• Work closely with Internal Saviynt Labs Teams for activities related to supporting the IAM and CPAM service offerings.
• KPIs - Customer Satisfaction, Ticket Resolution Quality, Productivity

WHAT YOU BRING

• Years of experience: 5+ Years in implementing various IGA solutions.
• Strong Domain knowledge in Identity and Access Management (IAM).
• Hands-on experience in configuring and deploying one or more IAM tools like Saviynt, SailPoint, OIM or ISIM.
• Knowledge and experience in invoking REST/SOAP web services using tools such as Postman.
• Database: Extensive experience in database operations SQL.
• Strong hands-on experience with Scripting (ex. Shell, JavaScript, Python, Groovy) Basic knowledge of operating systems such as Linux, Unix windows.
• Prior experience integrating with any SSO providers.
• Experience working with Support Tools such as Ticketing tools (Freshservice), JIRA, Confluence etc.
• Keywords: Cloud, Java, Scripting, Linux, SQL