Cloud Services Operations Leader

19 hours ago

Atlanta, Georgia, United States Saviynt Full time
About Saviynt

Saviynt is a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work. We are a dynamic and welcoming team that values innovation, collaboration, and customer satisfaction.

Job Description

We are seeking a skilled Cloud Services Operations Leader to join our team. As a Cloud Services Operations Leader, you will be responsible for managing the entire lifecycle of customer incidents, problems, and change management. You will work closely with our customers to ensure that they are well-informed of our SLAs, SOPs, and continuous improvements being made to our incident/problem management areas based on analytics on operational data/metrics.

Key Responsibilities
  • 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 reports for the 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 activities related to supporting the Saviynt cloud service offerings.
  • Act as the primary interface to customers during issues, critical situations, and ongoing deployments.
Requirements
  • 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 services, and/or identity management.
  • Knowledge of security and compliance requirements.
  • Strong knowledge of ITIL processes, SLAs.
  • Ability to understand and explain technical issues with a business perspective.
What We Offer

We offer 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 not limited to, location, skill sets, experience, and training, licensure, and certifications, and other relevant business and organizational needs.

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