- Company Name
- Saviynt
- Job Title
- Talent Pool for Future Openings - Sr. Engineer, IAM/IGA Support - Federal Operations
- Job Description
-
**Job Title**
Senior Engineer, IAM/IGA Support – Federal Operations
**Role Summary**
Provide technical support and incident resolution for Saviynt’s identity platform within federal (FedRAMP) environments. Manage ticket lifecycle, maintain system configurations, mentor staff, and ensure adherence to SLAs while collaborating with cross‑functional teams.
**Expectations**
- Meet and exceed agreed service level agreements (SLAs).
- Provide 24/7 on‑call support as a subject‑matter expert on a rotational basis.
- Communicate incident status to customers and internal teams promptly.
- Participate in daily/weekly status calls as required.
**Key Responsibilities**
- Triage, update, and resolve incident tickets through debugging, research, and investigation.
- Oversee Incident, Service Request, Change, and Problem management processes.
- Provide technical oversight for P1/SEV1 incidents.
- Maintain system configurations, operating procedures, and infrastructure documentation.
- Create knowledge base articles, testing, troubleshooting, and mitigation documentation.
- Train, mentor, and conduct workshops for engineers on emerging technologies and processes.
- Collaborate with Business, Engineering, Infrastructure/DevOps, and Security teams on IAM service support activities.
- Assist post‑go‑live operations to ensure SLA compliance.
**Required Skills**
- Proficiency with ticketing tools (Freshdesk, ServiceNow, JIRA, Remedy).
- Experience in log analysis (Observe, Splunk, Loggly).
- Strong understanding of SLAs and service delivery.
- Ability to debug and troubleshoot complex issues.
- Knowledge of MySQL/SQL query writing for incident troubleshooting.
- Experience invoking REST/SOAP web services (e.g., Postman).
- Cloud platform experience (AWS, Azure) and use of Elasticsearch.
- Unix shell/Perl scripting proficiency.
- Familiarity with microservices architectures (Kubernetes, Spring Cloud).
- Experience with cloud monitoring tools (Datadog, Dynatrace).
- Excellent critical thinking, problem‑solving, interpersonal, and business communication skills.
- Ability to design test cases, test plans, and perform thorough testing.
**Required Education & Certifications**
- United States citizenship (U.S. persons on U.S. soil).
- Bachelor’s degree or equivalent experience in Engineering, CIS/Cyber Security, or IT.
- 4–5 years of customer‑facing technical support in a FedRAMP environment (preferred) or 3–4 years of IAM/IGA product administration (design, development, customization, configuration, deployment).
- 1–2 years of experience as a technical lead, mentor, or trainer.
- Background screening, IAL3 identity proofing, and biometric verification required.
El segundo, United states
Hybrid
Junior
12-10-2025