The Senior Manager, Cloud Operations will lead a team of engineers, troubleshoot platform issues, drive operational excellence, collaborate with other teams, ensure service-level agreements are met, and enhance security policies. Responsibilities include developing SOPs, monitoring system performance, and contributing to continuous improvement initiatives.
About Saviynt:
Saviynt empowers organizations to secure and manage access to their critical assets in today's dynamic digital landscape. Our Enterprise Identity Cloud provides unparalleled visibility, control, and intelligence, enabling businesses to mitigate cyber risks while ensuring employees have the right access at the right time.
The Role:
Reporting to the Senior Director of Platform Support, you will:
Lead and mentor a team of Platform Support engineers.
Troubleshoot platform issues and identify root causes.
Drive operational excellence by implementing and improving processes and procedures.
Collaborate effectively with regional support teams, Cloud Engineering, and Product Engineering teams.
Ensure adherence to customer SLAs and KPIs.
Monitor system stability, performance, and availability.
Contribute to continuous improvement initiatives.
WHAT YOU WILL BE DOING
- Implement and maintain Standard Operating Procedures (SOPs) for the Platform Support team.
- Ensure timely resolution of customer service requests, including those related to IP routing, DNS resolution, infrastructure configuration changes, databases, Elasticsearch, and microservices.
- Collaborate with regional support teams to optimize customer database access and management.
- Contribute to team resource forecasting and scheduling to meet service levels and customer KPIs.
- Monitor and report on key performance indicators (KPIs).
- Guide the team on performance optimization and best practices.
- Provide feedback to the product team on platform functionality and potential improvements.
- Contribute to the implementation of guardrails and capacity planning.
- Adhere to and help maintain platform operations procedures, policies, and KPIs.
- Contribute to the enhancement of security policies and procedures for cloud services.
- Monitor system stability and performance using cloud provider tools and third-party solutions like DataDog.
- Participate in the execution of disaster recovery procedures for customers.
- Assist in developing and implementing customer-specific business continuity protocols.
- Utilize shell scripts, code snippets, and APIs for enhanced monitoring and alerting.
- Identify key volume drivers for service requests and work with internal teams to address them.
- Participate in various projects to enhance operational efficiency.
- Contribute to root cause analysis (RCA) with technology partners.
- Identify and help address gaps impacting customer experience.
- Contribute to continuous improvement initiatives.
- Qualifications
- 5+ years of experience in Cloud operations, with experience supporting mission-critical environments.
- 5+ years of experience leading and mentoring a team of engineers.
- Strong technical expertise in Linux, AWS, Azure, Kubernetes, XML, JSON, and scripting languages.
- Prior experience with automation and network technology is a plus.
- A track record of meeting stakeholder needs and deadlines.
- Experience implementing and improving processes.
- Excellent problem-solving and analytical skills.
- Strong communication and collaboration skills.
- Experience working with cross-functional teams.
- Strong planning and organizational skills.
WHAT YOU BRING
- 10+ years of experience in Cloud operations, with experience supporting mission-critical environments.
- 5+ years of experience leading and mentoring a team of engineers.
- Strong technical expertise in Linux, AWS, Azure, Kubernetes, XML, JSON, and scripting languages.
- Prior experience with automation and network technology is a plus.
- A track record of meeting stakeholder needs and deadlines.
- Experience implementing and improving processes.
- Excellent problem-solving and analytical skills.
- Strong communication and collaboration skills.
- Experience working with cross-functional teams.
- Strong planning and organizational skills.
- Execution focus: Ability to effectively implement and improve processes.
- Technical proficiency: Strong understanding of cloud technologies and platforms.
- Collaboration: Ability to work effectively with different teams.
- Problem-solving: Ability to troubleshoot issues and identify root causes.
- Communication: Clear and concise communication skills.
- Continuous improvement: A mindset of identifying areas for improvement.
- Complete security and privacy literacy and awareness training.
- Review, understand, and adhere to Saviynt's Information Security/Privacy Policies and Procedures.
Competencies for Success
Additional Requirements
Top Skills
AWS
Azure
JSON
Kubernetes
Linux
XML
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