In this role, you will communicate with end users to resolve support issues, troubleshoot incidents, and collaborate with teams to enhance documentation and service quality. You will work with identity and access management tools and cloud technologies to ensure customer satisfaction and efficient operation of services.
WHAT YOU WILL BE DOING
- 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
- Minimum 3 years’ experience 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 global Customers and strong customer focus
- Excellent written and verbal communication skills
- Keywords: Cloud, Java, Scripting, Linux, SQL
Top Skills
AWS
Azure
Cloud
Confluence
Freshservice
GCP
Groovy
Isim
Java
JavaScript
JIRA
Linux
Oim
Postman
Python
Rest
Sailpoint
Saviynt
Scripting
Shell
Soap
SQL
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