Senior Director, Platform Support
13 skills required
Job Details
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.
We are looking for a Seasoned Director/Senior Director to lead our platform support team. The role reports to the Overall Leader for Platform Support and is responsible for troubleshooting platform issues, monitoring improvements, and identifying the root causes of platform stability issues. The Senior Director/Director will be responsible for managing and mentoring Platform Support team that is responsible for managing and maintaining Saviynt’s Unified Solution platform across AWS and Azure cloud environment. This
individual will also be responsible for driving operational excellence, quality improvements within the organization with well-defined processes, metrics, and goals for process quality.
You will have the unique opportunity to lead our strategic initiatives and drive continuous improvement on existing programs. Your scope will include finding operational gaps which need immediate fixing to provide a better experience for our customers.
This function will collaborate with internal teams such as Cloud Engineering, Product engineering, Technical excellence teams to ensure Customer commitments are met resulting in increased customer satisfaction. You will partner with our regional support Delivery teams in ensuring our customer platform service requests are responded within SLA. You will manage a distributed team of folks to provide 24 x 7 support on Platform reported issues.
WHAT YOU WILL BE DOING
- Developing and implementing Standard Operating Procedures and processes for the Platform Support Organization.
- Ensure all Service requests from Customers meet Customer SLA/OLA based on logged severity. These include IP routing, DNS resolution, any infrastructure configuration changes, Database, Elastic search, and Microservice specifications.
- Work collaboratively with regional support teams to optimize Customer Database access and management.
- Forecast and schedule team based on volumes and trends to ensure service levels and Customer KPIs are met.
- Monitor and report on all KPIs, Metrics reporting to executives on a Weekly/monthly basis for Platform support.
- Provide guidance to the team on performance issues and best practices to meet the customer use cases. Coordinate with product team in the architectural design process and provide feedback to enhance the product features/add new functionalities. This requires in depth of knowledge of memory and thread management in JAVA applications, expertise in APM tools and analytical skills to review the various metrics (like memory, CPU, thread, connections, storage usage).
- Review the performance of the platform, implementation of guardrails & guide rails and capacity planning/guidance.
- Build and maintain the platform operations related Procedures and policies, define
- Key Performance Indicators (KPIs), and contribute to and enhance security policies and procedures for Cloud Services.
- Monitor system stability and performance and ensure system availability, reliability, and usability using cloud provider monitoring tools like cloud watch alarms or third-party tools like DataDog.
- Coordinate and execute Disaster Recovery for Customers working internally to ensure there is seamless availability. Develop and implement customer specific business continuity protocols to minimize disruption to business operations (Disaster
- Recovery). Ensure to achieve the best possible RTO & RPO.
- Writing shell scripts, code snippets and use of APIs to connect to the Cloud systems, execute enhanced monitoring and build out a resilient and real-time alerting Cloud Network architecture.
- Identify key Volume drivers for the logged service requests and work internally with
- Cloud engineering and Product engineering to deflect these issues.
- Participate as a stakeholder with internal teams on various projects, tool implementation and Partner with various teams to ensure operational efficiency.
- Drive Root Cause Analysis with technology partners, post incident resolution and facilitate RCA reviews with internal and external stakeholders. Identify persistent or recurring problems and recommend solutions.
- Develop processes and analytical tools to highlight gaps that are causing poor customer experiences for Platform Support
- Drive continuous improvement on existing platform support initiatives, and critically evaluate what is working well and what needs to be improved. Adjust the programs to meet the changing needs of the business
You will make an impact by being responsible for:
WHAT YOU BRING
- 7 to 10+ years related work experience in Cloud operations managing a 24 x7 Global team responsible for supporting a mission critical environment.
- 7 years of experience working with Linux, and cloud providers like AWS, Azure.
- 5+ years leading and developing a global team, Preferred experience with managing a remote team.
- 3+ years’ experience working with Kubernetes.
- 3+ years working knowledge of XML, JSON, and scripting languages
- Prior experience in automation technology would be a plus
- A track record of meeting complex stakeholder needs under tight timelines and resource constraints
- Experience building efficient processes that scale across a large organization
- Ability to think and work independently, solve problems, and develop recommendations
- Must be able to present to senior leadership in a clear and concise manner and articulate ideas in a proper format
- Exceptional communication skills, both written and verbal
- Experience working with cross functional teams
- Strong planning, analytical and organizational skills
If required for this role, you will:
Complete security & privacy literacy and awareness training during onboarding and annually thereafter
Review (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.
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